The growing digital gap is widening the distance between public services and the people they serve. The Ombudsman has raised concerns about this issue, noting that the Generalitat Valenciana must close the gap for all residents, especially the most vulnerable who have limited access to information technology, the Internet, and electronic communication devices. The core principle of accessibility to electronic services should guarantee equal treatment and non-discrimination in user access.
The Ombudsman also seeks answers about what has actually happened. The council’s structure has implemented steps to ensure that individuals who visit service and population directorates without an appointment are still attended, but questions remain about what those measures are. The Ombudsman argues that public administrations should facilitate connectivity, provide Internet access, and offer digital skills training. He cites examples from other autonomous communities where decrees establish a register of qualified public servants and set up organizational, legal, and operating frameworks to assist citizens in using electronic media.
Transparency Portal
The Ombudsman notes that a review of the Generalitat’s Transparency Portal reveals no regulatory projects related to a record of authorized officers. Conversely, some ministry pages advise making appointments in advance, including the Ministry of Education and the Ministry of Sustainable Economy, led by Raquel Tamarit and Rafa Climent. The Sindicatura de Greuges has confirmed that prior appointment requirements have generated numerous complaints. [citation: Valencia Ombudsman report, 2024]
Ombudsman warns of administrative negligence against citizens
The regional ombudsman insists on issuing clear orders so citizens can receive in-person care within the normal parameters they need. Governments must avoid leaving defenseless people—whether due to social or personal circumstances or age—forced to interact with the Generalitat solely through electronic channels to claim rights or fulfill obligations, since such requirements can block access to services and benefits. [citation: regional ombudsman statement, 2024]
Inspect
As a result of these concerns, the Ombudsman Institution has filed an ex officio complaint to examine and audit the actions of the regional administration that may be hindering the digital bridge. The body has requested timely reports from the Presidency and various ministries, especially Justice, Public Administration, Education, and Economy, to outline proposed measures within a month. [citation: ex officio complaint docket, 2024]
The Ombudsman seeks details on measures to fulfill the obligation to support rights and obligations in electronic interactions for citizens affected by the digital divide and for those facing social or economic barriers, including older adults who lack the necessary tools or sufficient digital literacy.
Detailed reports and personalized attention
Ángel Luna, the Ombudsman, has requested detailed and reasoned submissions within a month as part of the ex officio complaint against the Generalitat Valenciana. The report should cover the leadership of the Presidency and the ministries of Justice and Public Administration, Education, and Economy. He questions the transition plan and accompaniment for non-digitized citizens, the feasibility of preliminary forecasts, and the advisability of establishing and developing a regular register of competent officials for the Community of Valencia. He also calls for citizen aid offices to address telematics needs in person. [citation: Ombudsman filing, 2024]
Additionally, the Presidency and other ministries are asked to outline measures taken and staffing plans to expand and enhance personalized telephone services as alternatives or supplements to face-to-face and digital services. [citation: accountability request, 2024]