When an administration digitizes a procedure, the challenge is not just that it works, but that everyone can use it. A study by the Ferrer i Guàrdia Foundation on the digital divide among the elderly concludes that digital exclusion does not depend solely on access to the internet or devices. Factors such as the design of services, the language used, perceived security or the support that users receive also come into play.
This is precisely the logic that guides the action of the AOC. When it certifies the accessibility of a service, simplifies texts or offers support mechanisms, it does not do so for a specific group, but to guarantee that anyone can interact digitally with public administrations. The objective is simple: that no one is left on the other side of the screen.
Digital inequality goes beyond technology
The study by the Ferrer i Guàrdia Foundation, based on a survey of people over 60, highlights that the digital divide is a multifactorial phenomenon. Access to technology remains important, but it is not enough to guarantee full digital participation.
The report identifies elements such as digital ageism, fear or insecurity regarding electronic procedures and the existence of unintuitive interfaces as some of the factors that hinder digital autonomy. To analyze this reality, it presents the IDAUA Index, a specific indicator to measure the levels of digital inclusion of older people.
Among the main recommendations of the study, four main lines of action stand out:
- guarantee equitable digital access throughout the territory
- promote support that generates autonomy and confidence
- strengthen training and digital security
- design accessible, intuitive services with clear language
Ultimately, they all point to the same idea: technology must adapt to people, and not the other way around.
What does the AOC do to ensure that no one is left out?
This vision coincides with the lines of work that the AOC has been promoting for years in the field ofinclusion and digital rights.
The accessibility is one of the pillars of this model. The services Enotum i Vàlid They have the Accessibility Seal with the maximum rating of three stars, in accordance with the UNE-EN 301549:2022 standard. This certification guarantees that anyone can access the services and exercise their rights under equal conditions.
The second pillar is the clear communication. The AOC periodically reviews the messages and content of its services to make them more understandable and reduce the difficulties associated with administrative language, placing the user at the center of the design of its services. This task is complemented by a design strategy oriented to use from mobile devices, increasingly common among citizens.
The third element is theaccompaniment. At the AOC we support users of our services who have queries or incidents with the use of the AOC's digital services. The aim is not to replace the user, but to help them overcome the barrierseres that hinder their digital autonomy.
To identify these barseres, the AOC works together with the Taula of the Third Sector to analyze possible inequalities linked to age, gender, territory or socioeconomic situation, also collaborating in a digital divide report, this case from the Catalan area and which analyses any sector, not just the elderly. Additionally, it organises sessions with users to learn first-hand about the difficulties they experience in their relationship with the Administration and how to design services to be easy and understandable for anyone.
This active listening is complemented by the analysis of nearly 300.000 annual surveys, the queries received by the Support service and the proposals collected through the platform. Let's improve AOC.
Digital inclusion is also a matter of scale
The most unique contribution of the AOC in this area is probably another: making it possible for these improvements to reach all public administrations in Catalonia.
If each city council had to certify the accessibility of its services, review their texts, maintain their security and deploy their own support mechanisms, many would not have the necessary resources to do so. Instead, the AOC develops and maintains these capabilities once so that they can be reused by more than 2.250 administrations.
With the recent acquisition of the high-level ENS certificate from the AOC, means that a small town council that uses services such as e-NOTUM or VALID can offer its citizens the same guarantees of accessibility and quality as a much larger administration, without having to repeat efforts or assume additional costs.
Digital inclusion is more efficient when it is built once and shared.
A model that reaches millions of people
This model has a real and large-scale impact.
According to the Balance of AOC services 2025, the availability of services reached 99,9%, with an average of 2,5 million daily transactions. 80% of users rate the services positively or very positively and 78% of procedures are now carried out in digital format.
The AOC has also issued 4,7 million digital identities through idCAT Mobile and idCAT Certified, facilitating secure access to electronic public services. At the same time, the Support service continues to be a key piece to accompany people who need help in their digital relationship with the administrations.
Catalonia, present in the European debate
The commitment to accessible, simple and digital services oriented towards people's needs connects with a trend that is increasingly present in Europe.
In this context, the AOC has participated among the organizations interviewed for the recent report of the Joint Research Center of the European Commission on proactive public servicesOne of the study's outstanding conclusions is that the main challenges to advancing this model are not technological, but organizational and governance.
It is a reflection that can also be applied to digital inclusion: the barrierseres they are often not found in the technology itself, but in the way it is designed, explained and supported.
Design for those who need it most
The study by the Ferrer i Guàrdia Foundation reminds us that the digital divide is not inevitable. It is often the result of design, communication or organizational decisions that can be reviewed and improved.
That's why the AOC continues to incorporate accessibility, clear communication and human support into all of its shared digital services. Because when a service is easier to use for those who have the most difficulties, it tends to be better for everyone.
