Digital natives and public administration: a growing gap, conclusions of an AOC workshop
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In an increasingly digitalized world, it is surprising that young people —the so-called digital natives— do not feel comfortable interacting with public administration through digital channels. This is the paradox of the research carried out by the AOC and which offers an in-depth analysis on how to improve this relationship. The research had three phases: analysis of digital behaviors, qualitative interviews and a participatory workshop with young people.
The starting point: digital habits and institutional disconnection
Young people aged 16 to 30 have undeniable digital fluency. They are regular users of TikTok, Instagram, YouTube, WhatsApp, ChatGPT or Amazon. They multitask, are creative and expect immediate answers. But when it comes to dealing with the Administration, your experience becomes frustrating: unintuitive interfaces, technical language, long processes and a lack of empathetic response.
Although most young Catalans use digital public services, their experience is often negative. They expect an experience similar to that offered by private platforms, but they encounter slow, uncoordinated systems that are poorly adapted to their needs.
Interviews: an Administration perceived as slow and disconnected
The interviews with 17 young people from various backgrounds (students, workers, unemployed or self-employed people) revealed a generalized perception of slowness, lack of empathy and disorganizationDigital procedures are seen as a bureaucratic “escape room”: too many steps, repetitions, technical errors and lack of follow-up.
Young people prefer to look for answers on ChatGPT rather than consult official websites. The lack of clarity in instructions, legal terminology and the difficulty in finding useful information are barrierseres recurring. In addition, the lack of prior appointments and poor telephone service exacerbate the feeling of disconnection.
The workshop: co-creating solutions with young people
El participatory workshop brought together 15 young people who, divided into three teams, worked on challenges through dynamics such as the empathy map, the contextual map, the brainstorming and prototyping. Participants identified barrierseres, emotions and needs, and proposed concrete solutions.
Predominant emotions
Young people express frustration, stress and disconnection. They feel ignored, little listened to and unmotivated to start procedures. Bureaucracy makes them lazy and the perception is that “the Administration does not speak their language”.
barreres Spaces
Technological: websites that do not load, obsolete systems, problems associated with digital certificates.
Procedural: too many steps, repetitions, mistakes that force you to start over.
Language: confusing and overly legal terminology, forms with unintuitive abbreviations.
Accessibility: restrictive schedules, lack of appointments, poor adaptation to mobile.
Recurring needs
Immediate and omnichannel assistance.
Simplification of language and steps.
Transparent monitoring of procedures.
Coordination between departments to prevent the user from being a "messenger" of documents and data.
Three projects, one vision
The teams detailed three solutions in prototypes that respond to previously identified challenges. We quote them for illustrative purposes:
CATGpt
An intelligent chatbot trained with the regulations and procedures of the Generalitat and the local Administration. It functions as a single point of entry: the user logs in, asks a question and receives clear answers, personalized steps and direct links.
Benefits:
Natural language and immediate responses.
Reduction of steps and errors.
Transparent monitoring of the procedure.
Personalization according to profile.
ADMP Chat
CATgtp working group
A 24/7 citizen service system accessible via web, app and physical kiosks. Designed to guarantee universal accessibility, especially for people without devices or with low digital competence.
Benefits:
Omnichannel and universal service.
Elimination of document repetitions.
Plain language and step-by-step guides.
Receipt printing and push/SMS notifications.
Facili.cat
A gamified platform that unifies all procedures in a single control panel. It incorporates an integrated chat, symbolic rewards and a visual and intuitive experience.
Benefits:
Data duplication elimination.
Procedures explained step by step.
Reduction of in-person and telephone consultations.
The three projects presented are concrete examples of how we could move towards a more humane, efficient and aligned administration with the digital habits of young citizens. And whether viable or not, they should help us listen to their demands.
Opportunities for improvement for Administrations
We must interpret the proposals of young people as opportunities to transform digital public administration. Some key lines of action that we extract from them are:
a) Communication redesign
Replace technical language with plain and accessible language.
Incorporate interactive glossaries and visual examples.
Create short video tutorials adapted to formats like TikTok or Reels.
b) Simplification of processes
Reduce the number of steps and eliminate repetitions.
Autofill forms with data already available.
Unify procedures on a single platform with history and tracking.
c) Personalized and omnichannel attention
Incorporate intelligent chatbots and fast human support.
Offer telephone support with extended hours.
Establish physical self-service points with assistance.
d) Proactivity and segmentation
Notify of pending procedures or available aid according to the profile.
Create unique profiles with interoperable data.
Use AI to anticipate needs and offer solutions.
e) Inclusion and accessibility
Ensure that no one is excluded due to lack of digital devices or skills.
Adapt the platforms to mobile phones and people with functional diversity.
Offer basic training in digitalization and administrative language.
An Administration that inspires confidence
Young people are not asking for technology per se, but for a coherent, clear and empathetic experience. They want to feel that their time is valued, that their needs are listened to and that they can trust the Administration as a public service.
Public administrations have the opportunity—and the responsibility—to listen to young people and incorporate them in the design of digital services.
If we want a truly digital Administration, it must also be accessible, clear, empathetic and useful. Only in this way can we build a relationship of trust with the new generations and guarantee an active, informed and committed citizenry.
