Ombudsman, in fact, filed an ex officio complaint to scrutinize the actions the regional administration plans to take to fight the digital divide and its impact on Valencian citizens. The caretaker agency wants to know whether the entire Consell structure has adopted safeguards and what those safeguards are to guarantee that individuals visiting service and registration offices receive respectful, penalty-free treatment. This inquiry follows a formal meeting and is intended to press for accountability and timely action. [Citation: Ombudsman]
The digital divide is defined as the gap between people or social groups in terms of access to new information technologies, Internet use, and electronic communications devices such as personal computers, phones, and related applications. The principle of accessibility to electronic services should ensure equality and non-discrimination in access. It is essential to reduce the digital divide by providing digital skills training to users and by public administrations facilitating connectivity and Internet access for citizens. [Citation: Tech Access]
decrees
In other autonomous communities, decrees have been enacted to establish records of public employees, regulate organization, and set operating frameworks designed to assist the public in using electronic media. [Citation: Regional Decrees]
Yet, based on information from the Transparency Portal, it can be verified that there are no regulatory projects concerning a register of authorities in the Valencian general administration. [Citation: Portal Data]
Conversely, some ministry web pages advise citizens to schedule appointments in advance, particularly the Ministry of National Education, Culture and Sports, and the Ministry of Sustainable Economy, Productive Sectors, Trade and Labor. [Citation: Ministry Guidance]
Ombudsman warns of administrative negligence against citizens
Likewise, the need to book ahead for in-person visits has been the subject of numerous complaints to this institution. The Ombudsman urges that people who go to service and registration offices be treated without any restrictions and that appointments be scheduled in advance where appropriate. The advocate emphasizes issuing clear orders for face-to-face interactions within normal parameters that respect citizens’ needs. [Citation: Ombudsman]
This institution notes that administrations must not compel vulnerable groups to interact electronically to submit claims, exercise rights, or fulfill obligations. For individuals in challenging social or personal circumstances, or for older persons, electronic-only procedures would impede access to services and benefits. [Citation: Access Equity]
ex officio complaint
As a result, the Ombudsman decided to file an ex officio complaint to investigate and supervise the regional administration’s efforts to remove the digital divide, and to determine what measures are planned to address the issue. A one-month deadline is set for the Generalitat Presidency and other ministries within the Consell to provide detailed and reasoned reports, including transitions strategies for non-digitized citizens and estimates for preparation and approval of support measures. [Citation: Ombudsman Timeline]
For the Ministry of Justice, Internal Affairs and Public Administration, the focus includes provisional plans to prepare regulations for creating and developing the Registry of the competent authorities of the Valencian Community. It also evaluates the feasibility of establishing citizen aid offices alongside registration assistance to personally meet telematics needs. [Citation: Public Administration]
For the Department of Education, Culture and Sports and the Interior Economy and Sustainable Development, the aim is to explain why, after public health urgency subsides, it is recommended to use the online dating service on the ministry’s site, while considering keeping records and avoiding unnecessary motions in other administrative offices that could conflict with the legal framework. [Citation: Education and Culture]
To the Generalitat Valenciana Presidency and other ministries, the report will cover recent measures, ongoing efforts to boost personalized telephony as a complement to in-person or telematic services, and plans for staff reinforcement to ensure consistent, respectful citizen care. It will also address how to support citizens affected by the digital divide and those in socially vulnerable conditions, focusing on identification and electronic signatures, processing applications via the general electronic registry, and obtaining certified copies. Any decisions regarding alternative channels—such as phone, email, or in-person options—are to reflect real access barriers and the needs of citizens who cannot reach the electronic hub. [Citation: Policy Response]