Guarantee universal access of citizens to the services of the Administration in the process of digital transformation. This is the objective of the package of five measures being developed by the Xunta de Galicia to establish representation and support mechanisms as well as of digital training.
The measures respond to the development of the Law 4/2019of digital administration of Galicia, which promotes an accessible and personalized administration.
1.- Mechanisms of representation
Currently, all procedures carried out digitally can be delegated to a person who acts as a representative.
In addition, to carry out procedures that require the provision of data or the identification of the user, the Xunta launched in April last year the General Electronic Registry of Empowerments of Galicia. This registry allows any natural or legal person to grant, free of charge, a digital power of attorney to carry out procedures with the Administration.
2.- Alternative face-to-face and telephone channels
Currently, 70% of the administrative procedures addressed to citizens admit the double route (face-to-face, digital). The Xunta wants to guarantee the existence of alternative face-to-face or telephone channels, especially in those procedures aimed at the elderly.
The Registration offices of the Administration of the cities They have citizen posts from which people can carry out electronic procedures.
For his part, the Integrated Citizen Service, by telephone 012, facilitates the carrying out of procedures through the electronic headquarters of the Xunta. This service directs people to technical support so that they can configure the equipment in a way that adapts to the technical requirements of the Headquarters.
As a complement to the above Cemit Classroom Network offers advice and help, especially in rural areas, to those who have difficulties with digital processing. According to data from the Agency for Technological Modernization of Galicia, throughout 2021, the Network planned and made available to citizens more than 3,000 hours to answer questions, advise or tutor on the use of technology and digital services.
The use of this service has doubled in recent years, and especially during the pandemic. In fact, it went from representing 4% of classroom activity in 2016 to 8% in 2021. So far in 2022, more than 350 hours have already been planned, which represents 8.6% of classroom activities. classrooms.
3.- Officials authorized
In accordance with the Digital Administration Law of Galicia, the Xunta is also working on the creation of a registry of authorized officialswhich will be able to carry out the digital procedures from the physical offices themselves in the presence of the person who has to carry out the procedure.
4.- Usability improvements
The Xunta also works in the search for solutions to facilitate the relationship between citizens and the Administrations through the use of technologies such as artificial intelligence or the development of virtual assistants.
In this sense, the Ministry of Finance and Public Administration and the Agency for Technological Modernization of Galicia signed an agreement with the University of Santiago in September 2021 to evaluate and improve the efficiency of administrative procedures. USC is developing a methodology to address the analysis of procedures with process mining technique and will develop an advanced virtual assistant to provide assistance to users of the electronic headquarters of the Xunta de Galicia.
At the beginning of this year, the Council of the Xunta de Galicia launched the Expansion and Reform Plan of the CeMit Network which will involve a progressive transformation and modernization of the existing centers until 2025 and the creation of 30 new classrooms in addition to the launch of a new mobile classroom service.
5.- Promotion of digital autonomy
Currently the Network, launched by the Agency for Technological Modernization of Galicia (Amtega) in 2011, has the collaboration of 91 municipalities and is made up of 97 centers distributed in 52 counties.
In the new agreement with the City Councils, it is expected that the classrooms of the network reserve 800 hours of training in the case of cities and 350 hours in small municipalities for the completion of the complete course of digital skills, which includes content on electronic administration.
Specific actions aimed at ICT agents on the operation of the Electronic Office will also be programmed through the use of a test environment. Municipal officials also participate in these seminars.
The improvement of the network coincides with the development of the new Galician Framework of Digital Competences which entered into force on January 1, and which will develop training and accreditation plans in digital competence, as well as evaluation and self-assessment tests. The digital skills framework adapts the European DIGCOMP framework to Galicia.
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