The unstoppable advance of digitalization has radically transformed our lives, turning online procedures and mobile applications into the gateway to essential services (CAP, administration, social assistance). However, this acceleration is creating a digital divide that is becoming a factor of social inequality and affecting fundamental rights.
20% of the population always or almost always needs help to carry out procedures with the Administration, according to the report “The Digital Divide and Digital Administration in Spain 2023Elaborat per la Ferrer i Guardia Foundation,
This reality has been analyzed in the TV3 report “30 minuts” entitled “Disconnected”, which explores the consequences of this exclusion in vulnerable groups.
Who is left behind?
The most vulnerable groups, as highlighted in the 3Cat news article “Missing the digital society train”, are:
- Elderly people: They suffer from constant updates and a lack of user-centered design, with a consequent loss of autonomy.
- People with disabilities: They meet with a barreres insurmountable accessibility challenges (lack of screen reading, keyboard navigation, subtitling).
- Families with few resources and immigrant population: Lack of equipment, stable connection or lack of knowledge of the language limits their access to job and administrative opportunities.
Digital inclusion also has an impact to the youngest that they find it very difficult to understand the bureaucratic functioning of the Administration in contrast to their experience with social media applications or e-commerce.
The AOC promotes digital inclusion
At the AOC, we are actively working to make possible a digital public administration that is fair, accessible and efficient for all citizens, focusing on user experience and security.
Our key actions to ensure digital rights include:
- Easy, secure and trusted digital identity: theidCAT Mobile has become the most inclusive digital identification system, with a very high level of user satisfaction (nearly 90%).
- Accessibility Certified: We promote the strategy of certifying the main services aimed at citizens (such as e-Notum and VALID) with accessibility seals. This guarantees that people with disabilities can access and use the services independently.
- Mobile-First Design: We adapt digital services to mobile use, making them responsive and evolving towards the concept “mobile first” (mobile first). 90% of the population has a phone, and optimization for this device breaks a first technological barrier.
- Planer Language: We conduct regular reviews of the language used in the services to ensure that the information is clear, simple and understandable for all users, regardless of their digital skills.
- Free support: We make an assistance service for queries and incidents available to all citizens.
The goal is not to be the train that runs the fastest, but the one that moves forward with everyone on board. At the AOC, we have the responsibility to promote a digital administration that is a benchmark in inclusivity, accessibility and universal public service.
- 🔗 TV3 documentary: You can watch “Disconnected” on the 3Cat website.
- 🔗 Full news: Read the analysis of “Missing the digital society train” on 3Cat.
