- Open administration
- Digital Government Congress
CGD2025: the revolutionary spirit to transform the digital future
The inclusion and respect of citizens' rights in their relationship with digital public services are fundamental to guarantee a fair, accessible and efficient public administration that can meet the needs of all citizens in an equitable and respectful manner and that, in at the same time, it generates trust.
To achieve this goal, from the AOC we promote several actions to improve services aimed at guaranteeing compliance with accessibility rights and, therefore, the inclusion of any group. In this way, we facilitate the relationship of citizens with the Catalan administrations and improve their user experience, generating trust and in a secure way.
Improvement actions are based on these principles and criteria:
Accessibility
One of the commitments of the AOC is to guarantee that people with disabilities can access and use the digital services that the administrations offer to citizens in a full way, exercising their rights autonomously. In this sense, we have defined a strategy to certify the main services aimed at citizens with accessibility stamps. The services e-Notum i VALID have already achieved the 3/3 star Accessibility Seal certification, following the criteria established by the UNE-EN 301549:2022 standard, which establishes the accessibility requirements for ICT products and services.
Adaptation to mobile
90% of the population has a mobile phone. The adaptation of the AOC's digital services to mobile by making them responsive aims to overcome a possible first technological barrier. We are currently working on gradually evolving them towards the "mobile first" concept, that is, providing services aimed at citizens optimized especially for mobile use. e-TRAM and e-Notum were the first but the strategy encompasses them all.
plain language
Through a periodic review of the language used in AOC services we seek to improve its understanding on the part of citizens who are not experts in the functioning and administrative language.
Cybersecurity
Ensuring cyber-secure information systems and digital services is a growing need today. In this sense, the services SAVE IT i VALID have obtained the certification of the National Security Scheme (ENS) in the high category. This certification certifies that the legally required information security requirements are met, ensuring the confidentiality, integrity and availability of the data.
Availability
Getting digital services up and running when we need them is another key element that builds trust. From the AOC we prioritize this aspect and currently the level of availability of our services is 99,7%.
Continuous improvement
In order to constantly improve the AOC's services, we have implemented several evaluation and listening mechanisms.
- survey system for users of AOC services (citizens and administration staff): we conduct three hundred thousand surveys annually.
- analysis of requests received by the Support service: nearly 100.000 per year.
- "We improve AOC“: the platform for improvement proposals receives nearly two thousand entries annually.
- permanent analysis of user behavior
- human-centered design to make using our digital services very easy, simple and understandable.
- analysis of the problems in the use of digital public services, studying the percentage of users who start an action and reach the end of the process
- collaboration with the 3rd Sector Table to assess potential digital gaps by territory, gender, age or socio-economic aspects.
Support and processing attended
Sometimes it can be complicated to complete a procedure or access the specific information required. This is why from the AOC we support the users of our services who have queries or incidents with the use of the digital services of the AOC, as well as the processing service attended, with step-by-step support for cases where digital inclusion problems are detected.
At the same time, there are complementary training actions, holding events, sessions, courses and training pills for citizens and public personnel, which are followed annually by six thousand people or communication to citizens within the AOC services to give to know their digital rights before the Administration.