2025 has been a key year for the AOC's Support and Training Unit. We have consolidated a more efficient, accessible and innovative support model, which has allowed us to improve the quality of the service and strengthen user confidence.
Fewer requests, more autonomy
During 2025, the User Service Center (CAU) has managed 51.423 requests, a reduction of 25,4% compared to 2024. This reduction, consecutive for the last three years, is due to the commitment made to self-service tools, improved FAQs and a more powerful chatbot. These improvements mean that users have more useful and accessible self-service resources.
In addition, the 79,79% of the requests have been resolved in first level, improving agility, reducing response time and reinforcing user satisfaction.
Despite the drop in requests, digital activity has continued to grow strongly. AOC services have recorded 834,7 million transactions, an increase in 17% with respect to 2024, consolidating digital administration as the main channel of interaction between public entities and citizens.
The chatbot as 24/7 support
During 2025, the chatbot served 196.271 users, with more than 344.409 interactions and a 88% success rate. This tool has allowed offer 24/7 care, speed up queries and improve the user experience, especially in frequent procedures.
User satisfaction level
The NPS index has risen to 51,08% (85% in the NPS modality adapted to the public sector).
Regarding calls, 92% of these were answered in less than 20 secondsThese data reflect a more agile, close and quality-oriented service.
New Training Campus
In July 2025, a new training platform was launched with the aim of facilitating access to training content, unifying the two old training websites, improving usability and accessibility.
The new campus incorporates personalized itineraries, multimedia materials and self-learning tools. During this year, 1.435 people in training and have been highlighted 9 live seminars from AOC services.
Continuous improve
During this year, they have been managed 327 ideas provided by users through millorem.aoc.catOf these, 42 have been opened to the different managers of the AOC services.
One of the key improvements has been the reorganization of the support portals and the renewal of the T-CAT and the T-CAT e-mail addresses.idCAT Certificate.
Other strategic projects
The year 2025 has been marked by projects that lay the foundations for support for the year 2026:
Inclusive digital accompaniment pilot
During the last quarter of 2025, 44 quotes with this pilot, the 90% related to theidCAT Certified with a satisfaction rating 4,73/5The pilot has allowed protocols to be applied to detect more specialized support and offer video care adapted to each user.
Change of support request management tool
The change in support request management tool has meant a savings of more than €120.000 per year and has provided a more robust, scalable platform entirely in Catalan. The new support portal has also been created, adapted to the new corporate image of the AOC Consortium.
AI pilot in support request management tool
Exploration of a has begun. chatbot integrated into CAU, with intelligent classification of requests and the design of a future conversational search engine for the support portal. The goal is to move towards a more efficient, faster and automated service model.
Looking ahead to 2026, the challenge is to maintain this dynamic of continuous improvement of the unit, deepening digitalization, accessibility for everyone, regardless of their reality, and the integration of artificial intelligence, to continue offering quality support and added value to everyone.
