Between January 1 and August 31, 2026, the AOC CAU registered 20.217 tickets from 1.594 different entities, more than half of the administrations that benefit from the AOC's services. Three services account for 58,5% of them: EACAT Procedures (5.388 queries), e-Contracting (3.507) and T-CAT (2.921). More than nine out of ten queries arrive by telephone (49,3%) or via the web form (41,7%).
A volume of queries is only understood with the use behind it. A EACAT, the service that receives the most, are about three per thousand submissions in 2024 and 2025, and nearly five in 2026, the year in which a new version has entered production. Between 2024 and 2025, the consultations per thousand T-CAT actions have dropped by a third, and those of e-Contracting per thousand operations, by 19%. A single point of attention for 1.594 allows us to detect patterns once and resolve them for everyone, whether a small town council or a provincial council.
Three services account for more than half of the queries
EACAT Trámits generates 5.388 queries (26,7%), e-Contracting 3.507 (17,3%) and T-CAT 2.921 (14,4%). Together, they account for 58,5% of the total. They are followed by idCAT Certificate (1.279), Hèstia (1.102) Via Oberta (1.004), e-VALISA (802), e-NOTUM (562), e-FACT (543) and the SIR (391).
These volumes coincide with the highest volume of activity and in the case of theEACAT, in which queries have grown, is due to the entry into production of a new version that has caused more queries and doubts from users.
EACAT Procedures. Submissions are stable: 1.729.842 in 2024, 1.786.686 in 2025 and 1.096.864 from January to August 2026. The increase in queries this year coincides with the entry into production of a new version ofEACATSupport and use are not growing in parallel, and queries continue to be less than one per hundred submissions.
e-Contracting. The activity, which includes the contractor's profile and the registration of contracts, grows by 9,8% between 2024 and 2025, from 694.784 to 762.862 operations, while requests fall by 11,1%. Queries per thousand operations go from 8,8 to 7,1.
T-CAT. Activity grows by 30% between 2024 and 2025, from 30.012 to 39.000 actions, and requests fall by 12,5%. Queries per thousand actions go from 166 to 112.
Twenty questions, four blocks
The twenty most frequently asked questions can be classified, basically, into four blocks: access and users, digital certificates, electronic processing and electronic contracting.
Access and users
1. Why can't I access EACAT or to an AOC service?
2. How can I register a new user or assign permissions?
Digital certificates
3. How do I recover or unlock the T-CAT PIN or PUK?
4. Why doesn't the T-CAT work or is the computer not detecting it?
5. How do I renew an expired T-CAT or digital certificate?
6. What documentation is required to issue a idCAT Certificate?
7. How can I revoke a digital certificate?
Electronic processing
8. Why can't I sign a document or procedure electronically?
9. How to make a generic shipment a EACAT?
10. How do I register a service or a user? Via Oberta?
11. How can I access data from the AEAT, the DGT or the DGP through Via Oberta?
12. Why has an invoice not arrived or been rejected in e-FACT?
13. Why am I not receiving a notification or e-NOTUM notice?
14. Why can't I send or receive communications with e-VALISA?
15. How are integration problems between systems resolved?
16. How can I merge, separate or correct duplicate files in Hèstia?
Electronic contracting
17. How do I change the phase of a tender in e-Procurement?
18. How do you open electronic envelopes in e-LICITA or Sobre Digital?
19. Why can't bidders submit a bid?
20. How do I correctly publish a tender on PSCP, TED or DOUE?
The phone call is the most used channel
The data shows that 49,3% of contacts come in by phone and 41,7% by web form. The rest are mainly split between chat and the help float.Hèstia.
Queries about access to platforms, PIN or PUK blocking, signature errors, opening tender envelopes and incidents during procurement procedures usually arrive by telephone because they prevent continued work and require an immediate response.
Those that arrive by form usually deal with user registrations and cancellations, permits, documentation for the issuance ofidCAT Certificate, Via Oberta, billing issues, and platform integrations: questions that often require documentation or further review. Chat, on the other hand, is for quick questions and short-term queries, such as procedures, usage questions, or requirements verifications.
From what is asked to what will no longer need to be asked
Each well-resolved query is also a piece of data. Aggregated, they indicate where it is worth improving a process, a guide or an error message so that the question is no longer necessary for all administrations at the same time. This is the underlying reason for the shared model: what one entity that has asked learns, everyone learns.
