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The Generalitat de Catalunya is renovating the space of the public private area of the gencat.cat virtual space with the aim of improving and expanding the services of the administration, reducing bureaucracy and offering accessible spaces for consultation, management of data, documents and communication of people with various public administrations.
This change represents another step in the user experience and provides useful digital tools for citizens. In addition, it incorporates a new navigation framework with the information organized in a clearer, usable and accessible way, and launches three new services: my data, my documents and a help bot.
In this section, citizens will be able to consult personal data relating to their work, family or personal situation. In some cases, citizens will be able to download an authentic copy of the documents with a CSV code. In addition, you will also be able to download the documents on a mobile device with the QR code.
In this space, citizens will have available documents that the Generalitat de Catalunya has published with data of personal interest. In this way, it is easier for the citizen to be able to use it in the private sphere. For example, when a citizen registers documents in a Generalitat office, they can ask to have the document available in this space of the Private Area.
The service is designed so that the citizen can also upload their documents such as the rental contract, receipts, academic degrees and others, which the administration will not be able to consult, but the user will be able to use them in the its procedures and management with the Catalan Administration.
Another new feature of the Private Area is a help bot that answers citizens' questions. This bot works with natural language and question and answer format.
The bot is based on algorithms that, based on a knowledge base, look for the best answer to the question received, regardless of how it was formulated. In addition, a satisfaction survey is added to find out the assessment of citizens and thus be able to offer a better service
To access the Private Area, you only need to identify yourself with a digital certificate, a single-use password such as the Mobile IdCAT or the Cl@ve pin.
The new Private Area, together with the processing support website, are part of the line of action, support and accompaniment for citizens promoted by the Secretariat of Telecommunications and Digital Transformation, through the General Directorate of Digital Services and Citizen Experience . This project is part of the Next Generation Recovery Plan, which the European Union launched following the Covid-19 pandemic as part of the FEDER Operational Program of Catalonia 2014-2020.
The Government of the Generalitat promotes a transformation of the Administration that puts the focus on people with integrated care, thanks to which citizens can obtain the information they need in various ways: face-to-face, by telephone or on the Internet. All of this is done with support that seeks to reduce the digital gap and improve public trust in the Administration, betting on clear communication and spaces for active listening.
These new channels must be digital and innovative, without diminishing the proximity and treatment offered by face-to-face. In this sense, the Government is betting on the introduction of technology and innovation as a lever for change, with the aim of becoming a modern, inclusive administration, at the service of citizens and taking into account their needs and realities.
