The AOC initiates a pilot of inclusive support in the digital environment

The AOC has launched a of inclusive accompaniment to support people who require additional accompaniment in the digital environment. This initiative represents a step forward towards a more accessible, empathetic and fair administration, with the aim of ensuring that all people, regardless of their circumstances, can access digital public services with dignity and autonomy.

A commitment to inclusion

The digital transformation of public services has accelerated in recent years. But despite the advances, a significant part of the public continues to encounter barriers to accessing electronic procedures. The pilot aims to be the answer to this reality, offering tools and protocols to detect and support people with difficulties in using digital technologies.

What are the situations that require additional support?

When we think of additional support needs in the digital world, older people come to mind, but the reality is much more diverse. Thus, as a result of the daily experience of the AOC support team with users, the following situations have been identified:

Old or young people with little digital experience.
People in precarious employment or unemployment, with limited access to devices or training.
People with basic education level, who may have difficulty understanding administrative processes.
People with physical or emotional health problems, such as illness, stress or anxiety.
People of migrant origin, who may encounter language or cultural barriers.
People living in areas with poor connectivity, with difficulties accessing digital procedures.
People with accessibility needs, such as autism spectrum disorders, deafness, dyslexia or motor disabilities.
People who confuse administrative channels and competencies, how to contact the AOC for procedures that are not within its competence.
Situations in which, due to the complexity of the information to be transmitted, it is advisable to provide closer support.

How do we detect these situations?

The pilot incorporates a detection protocol that can be applied to calls, chats or forms. Some key indicators are:

Obvious expressions like “I don't know much about the internet” or “it's my first time doing this”.
Communication or emotional difficulties.
Repeated errors in the use of services.
Dependence on other people to carry out procedures.
Repeated contacts for the same issue.
Spelling errors or inconsistencies in written queries.

How do we act?

When a situation is detected that requires additional support, support agents act following a specific protocol that guarantees an empathetic, accessible and efficient response:

Active listening and empathy: Special attention is paid to understanding the needs of the user, showing respect and sensitivity at all times.
Use of simple and clear language: Understandable communication is prioritized, avoiding technicalities and adapting the message to the person's level of understanding.
Identification of communication barriers: Possible obstacles to communication are detected (such as auditory, visual or cognitive difficulties) to adapt the channel and the message.
Referral to specialized channels: When necessary, the user is referred to services such as video care, which allows screen sharing and facilitates mutual understanding.
Implementation of automated flows with AI: It is planned to incorporate artificial intelligence systems that detect difficulty patterns in real time, with the aim of improving service efficiency and anticipating support needs.

Where do we want to go?

The Inclusive Support pilot is not a one-off action, but the first step in a strategy that the AOC wants to consolidate in a stable and transversal way. For this reason, several actions have been planned that will allow this model to evolve and integrate permanently:

Systematic data collection about the cases handled, to better understand the needs of users.
Definition of key indicators such as the time spent, referrals made or the degree of satisfaction, which allow the impact of the service to be measured.
Regular meetings with support agents, to review the protocol, share learnings and introduce continuous improvements.

With the knowledge acquired during the pilot, the AOC intends to incorporate this type of support as a regular tool within the CAU, thus reinforcing the commitment to inclusive digitalization. Because administration must be for everyone, and technology, a tool of equity that guarantees universal access to public services.

Pilot result

Since October 1, with only two agents, the inclusive support pilot has attended 44 appointments, of which 90% have been for procedures and incidents of the IdCAT Certificat service, with an average satisfaction of 4,73 out of 5. These data demonstrate that with adapted protocols and empathy it is possible to offer efficient and highly valued support, reinforcing the AOC's commitment to inclusive digitalization.

Despite the good results, the AOC has noted an aspect that invites reflection: the people who need support the most often reject the video care proposal. This situation is not accidental; adding a video call can represent a double technological barrier, since many users do not have a computer at the time of contact, have difficulties with administrator permissions or do not feel comfortable with a camera, microphone and screen sharing.

In addition, the need for immediacy prevails: the majority want to resolve the procedure in the same channel they have chosen, without additional steps. It has also been detected that some procedures can be resolved without the need for video assistance, which reinforces the idea of adapting to each case.

To respond to these cases, the AOC will work to expand the channels and make video care perceived as a truly useful option: a complete assisted procedure that guarantees immediacy and support throughout the process.