Connection paths to close the gap in digital access to public services

Connectivity and technology are key to accessing essential services or communicating with public authorities. But there is a gap that prevents everyone from moving effectively in digital environments.
According to Eurostat data, in 2023 only 64.2% of the Spanish population had basic digital skills, a figure lower than the 80% that the European Commission aims to achieve by 2030. This deficiency particularly affects those over 75, where the percentage drops to 23%, according to the National Institute of Statistics (INE).
The digital divide is due to various factors, such as gender, socioeconomic status, rural or urban environment, and disability. It also limits relationships with different administrations.
The Virtual Citizen Service Office (VCO) is a SaaS solution developed by Councilbox to facilitate the relationship between citizens and public administrations. "It is a secure, traceable, and easy-to-use platform that allows public officials and citizens to carry out procedures electronically via certified videoconference, with the same legal security as in-person meetings," state the founders.
Some examples of procedures include obtaining a Social Security number, changing your registration status, or submitting certified inspection reports from the Tax Agency. All of this is done without the need for travel, in a digital environment that guarantees identity, informed consent, and the legal validity of each step.
OVAC is a tool that addresses inequalities and democratizes digitalization, they explain: "Thanks to this tool, people with reduced mobility, those without the financial resources to travel, or those living in rural areas can easily access public services." "OVAC allows anyone, with a basic device and without the need for advanced technical knowledge, to carry out secure and supported procedures," they emphasize.
Thanks to OVAC and similar tools, Councilbox says, "procedures that previously required time, physical presence, and paperwork can now be completed in minutes, with greater traceability, improved service, and full legal security." Furthermore, most administrations maintain in-person and complementary assistance channels, ensuring that no one is left out due to a lack of digital skills," they add.
OVAC has been implemented at various levels of government, including city councils, autonomous communities, and the general government. One of the most notable cases is that of the Valencian Government, which used OVAC to manage aid for those affected by the October 2024 flood. Through secure video calls, identification with ID cards, and advanced digital signatures, thousands of citizens were able to process their applications without travel or digital certificates, with full traceability through blockchain technology and human support at all times.
In the judicial sector, Councilbox has developed the Virtual Digital Immediation Desk (EVID) with the Ministry of Justice. This desk has already been implemented in more than 550 judicial bodies, with over 370,000 proceedings held. At the national level, the General Treasury and the National Social Security Institute have incorporated OVAC as a citizen video assistance channel.
Cristina Bombín, Director of Public Sector Business at Entelgy, points out that Spain is on track to have a 100% digital public administration by around 2030: "Thanks to the Spain Digital Agenda 2026 and the public administration digitalization plan from 2021 to 2025, progress has been made, but a gap remains, and it's not a technological issue, it's a people issue."
Remember that "not everyone has the same capabilities; then there are the elderly or vulnerable, who have much more difficulty accessing this digital e-administration." This circumstance makes it necessary to provide support to these groups.
According to Bombín, adding to the digital skills barriers faced by citizens is "a problem with interoperability between different administrations, with the ability to share things as simple as a medical history."
Among Entelgy's success stories, its work at the National University of Distance Education (UNED) stands out in the digital transformation of the enrollment process. "This involves 260,000 students. We also support administrative staff in this process," he explains. It has also collaborated with Lanbide, the Basque Employment Service, in the redesign of the social security pension to speed up delivery times and is participating in an electronic headquarters project for the Spanish Anti-Doping Commission.
Entelgy's proposal is based on a cultural shift and the definition of a long-term strategy, he comments: "The digital services offered have two aspects: for public employees and for citizens. Any technological solution must be part of change management and training."
Disruptive technology plays a key role in this paradigm shift. "AI," Bombín believes, "will be key to the digital transformation of public administrations. A highly controlled AI that will allow for the automation of processes, cost reduction, and personalization of services. It will also help organizations have more reliable data that will enable faster decision-making." Entelgy has designed a program, IAbility, aimed at raising awareness and training public, private, and citizen employees on the use of AI.
Miguel López-Valverde, Digitalization Minister of the Community of Madrid (CAM), explains that the Digitalize Madrid project "includes a training section on the use of the CAM's own digital channels, such as the digital account, the virtual health card, and Roble, in Education."
This update is aimed at all types of citizens, he assures: "Those who live in Madrid, in large urban centers, as well as the smaller towns in the region. We are primarily focusing on older people. Before implementing any technological initiative, we test it with citizens. And we can rethink the initial approaches." Regarding AI, the Community has launched a training program for both citizens and administration employees. Furthermore, last year, he explains, "a plan was launched on how to use generative artificial intelligence for young people between 16 and 26 years old, in conjunction with Microsoft; aimed at 100,000 people, more than 63,000 have already signed up." Also in 2024, the Digital Account was created with the aim of reducing the time citizens spend on administrative procedures, something that has already been achieved by 60%, thanks to the redesign of services and the use of citizen data.
The regional government has also incorporated 17 robots into administrative management processes in areas such as Justice, Health, and Social Affairs, which are helping to reduce processing times by an average of 50% compared to the same tasks performed manually, saving 14,250 hours of work per year. Twenty digital training centers are also operating in the region.
For the digitalization of the administration in general and for closing the digital divide in particular, the minister maintains that "public-private collaboration is crucial." "We couldn't keep up at the pace we're going without this shared commitment," he emphasizes.
ABC.es