The Ombudsman of Catalonia asks for greater support for people in the progressive digitalization of the Public Administration. In a statement, the institution says that it is necessary to maintain in-person attention and reinforce digital support for natural persons who voluntarily want to interact with the Administration through electronic channels, and also for legal entities that must necessarily opt for this route. In this sense, it insists on asking all public administrations that prior appointments cease to be a mandatory requirement to access their citizen service and registration offices "because it hinders the access of vulnerable groups to services."
In the text, the institution recalls that in October 2022 it asked all administrations that prior appointments should no longer be a mandatory requirement to access their citizen service and registration offices, receive information or register documentation. The institution defends that the prior appointment "is a good instrument to organize care for people, but in no case should it be an essential prior step to be attended to in person in the offices." "The practice of this obligation prevents or hinders access to care and public services for a large part of the population, especially older people or vulnerable groups," he insists.
In the statement, the institution says that it has monitored the acceptance that these recommendations have had in the Catalan administrations and admits that "there are few that continue to consider prior appointment, an essential requirement for access." According to what they indicate, both Barcelona City Council and the Generalitat have eliminated him. "The institution continues to collect information to know exactly which administrations still use it, to address them and reiterate the need to eliminate the mandatory nature of this procedure," they insist.
Regarding the progressive digitalization of the Administration, the trustee sees it as "essential" that it be accompanied by instruments to support citizens. Thus, remember that people and groups that are not obliged to interact with the Administration by electronic means "have the right to carry out the procedures in person." Regarding groups obliged to interact electronically, ask administrations to periodically review that they have the resources and knowledge to do so.
However, the trustee considers that the draft law on administrative procedure and legal regime of Catalan public administrations, which is currently being processed, may be "a good opportunity to reinforce a more inclusive digital administration, which reinforces in-person attention and guarantees accompaniment to people in their digital processing".
