The covid-19 pandemic brought a wave of changes aimed at protecting public health while enforcing isolation and social distancing. Many of these measures lingered even when they no longer made sense. Social distancing, mandatory masks, and hand sanitiser dispensers have largely faded from daily life, and the same is true for another policy that remains a point of debate in 2024.
The Minister of Digital Transformation and Public Function, José Luis Escrivá, has delivered welcome news to everyone who must interact with government agencies. Citizens who used to carry documents to town halls, tax offices, social security, or any public administration were frustrated by unclear procedures and slow processing. Soon, the burden will ease because many of these requirements will no longer be mandatory, addressing widespread complaints about inefficiency and delays in requests.
Ending mandatory prior appointment
Escrivá plans to bring to Parliament, as soon as possible, a measure to remove the obligation of booking an appointment with the administration for bureaucratic procedures. The minister emphasised that this is a top priority aimed at strengthening citizens’ trust in public services and it will be approved when Parliament deems it appropriate.
To make this a reality, Article 14 of the General Administrative Procedure Law will need to be amended. The goal is to improve relations between citizens and public services by increasing speed and accessibility for everyone. Escrivá also announced further updates during his appearance before the Commission on Finance and Public Function of the Congress.
A new website and artificial intelligence for the Administration
The minister will launch several transformative measures for the public sector, which has some time ago started to look antiquated. The first step is to modernise the official website (currently under construction) with more functionalities, universal accessibility, and greater ease of use. This effort will be coordinated across all public administrations to achieve a unified, streamlined approach.
The other major innovation is the deployment of self-service stations that will incorporate artificial intelligence. These hubs will be placed in offices to handle straightforward tasks and assist those with special needs. The aim is to address demographic challenges and ensure easier access for diverse groups. Additionally, a cross-regional network will be created to unite all autonomous communities, simplifying procedures that cross regional boundaries. Finally, a style guide is being developed for the General State Administration with clear, plain language, which is also supported by AI tools.