- Open administration
- Open Data and Transparency
Digital Transformation Module in the Local World: train yourself to lead change
The Government of the Generalitat of Catalonia has agreed with the parliamentary groups Socialistes i Unitas per Avançar, ERC and Comuns to promote a bill that provides for the legal abolition of the mandatory prior appointment, the recognition of the right to error of both citizens and civil servants, the provision of proactive services and the use of clearer and more understandable language in the administration. It is expected that this bill, inspired by the work of the Expert committee for the definition of the transformation strategy of the Administration of the Generalitat of Catalonia and the improvement of public services (CETRA) is approved before the end of the year.
Right to error
One of the most innovative contributions is the recognition of the right of individuals to rectify their errors before the Administration. Thus, mechanisms are foreseen to avoid the imposition of sanctions derived from material or formal errors committed in a non-fraudulent manner, allowing individuals to point out the error and, therefore, rectify it in the corresponding steps of the administrative procedures.
Until now, only the Administration had the power to rectify its errors through the revocation of its acts, but this possibility was not recognized for citizens. Now, this right is recognized for the first time, which is already regulated by law in countries such as France or Poland and which transforms the relationship that the Administration maintains with society, moving from the traditional mistrust to trust in the people who interact with it.
The abolition of the mandatory prior appointment
Another important change is the incorporation of the express prohibition of imposing prior appointments as a mandatory requirement to access face-to-face services of the Administration. In this way, prior appointments can only be used as a measure to improve efficiency and attention to people, but never as a requirement.
The elimination of the mandatory prior appointment was already part of the emergency plan of immediate measures that accompanied the Government Agreement to promote the reform of the Administration. Now, a further step is taken by including the removal of the obligation in a regulation with the rank of law, so that it is applicable to all public administrations in Catalonia. The measure aims to guarantee the right to adequate care and protect vulnerable groups and those affected by the digital divide.
Towards a proactive and personalized Administration
Another notable innovation of this legislative reform is the regulation of proactive and personalized services. This figure, a pioneer in Catalan administrative law, represents a paradigm shift in the relationship between the Administration and citizens. Until now, the Administration has operated largely in a reactive manner: it only acted when citizens carried out a procedure or submitted a request. With this new approach, progress is being made towards an Administration that acts in an anticipatory, preventive and intelligent manner, that accompanies people and facilitates the procedures and the exercise of their rights.
These measures will contribute to advancing the process of reforming the Administration and improving public services launched by the Government with the aim of building a more efficient, proactive and people-centered public sector.