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The Generalitat of Catalonia renews the Private Citizen Area of ??the gencat.cat virtual space to improve and expand the Administration’s services, reduce bureaucracy and offer accessible spaces for consultation, data management, documents and communication of people with various public administrations .
This change represents another step in the user experience and provides useful digital tools for citizens. In addition, it incorporates a new navigation framework with information organized in a clearer, easier to use and accessible way. Three new services are launched: my data, my documents and a help bot.
In this section, citizens will be able to consult personal data regarding their work, family or personal situation. In some cases, an authentic copy of the documents with a CSV code can be downloaded. The documents can also be downloaded to a mobile device using the QR code.
In this space, citizens will have available documents that the Generalitat of Catalonia has published with data of personal interest. In this way, it is easier for the user to also use it in the private sphere. For example, when you register documents in a Generalitat office, you can request to have them available later in your Private Area.
The service is designed so that citizens can also upload personal documents, such as the rental contract, receipts, academic degrees and others. The Administration will not be able to consult them, but the user will have them at hand for the procedures or procedures carried out with the Catalan Administration.
Another novelty that the Private Area incorporates is a help bot that answers citizens’ questions. This works using natural language and a question and answer format.
The bot is based on algorithms that, based on a knowledge base, search for the best answer to the question received regardless of how it was formulated. In addition, a satisfaction survey is added to know the citizens’ assessment and thus be able to offer a better service.
To access the Private Area it is only necessary to identify yourself with a digital certificate, a one-time password such as the IdCAT Móvil or the Cl@ve pin.
The new Private Area, together with the processing support website, are part of the line of action, support and support for citizens promoted by the Secretariat of Telecommunications and Digital Transformation, through the General Directorate of Digital Services and Citizen Experience. This project is part of the Next Generation Recovery Plan, which the European Union launched following the Covid-19 pandemic as part of the FEDER Operative Program of Catalonia 2014-2020.
The Government of the Generalitat promotes a transformation of the Administration that focuses on people with integrated care, thanks to which citizens can obtain the information they need through various means: in person, by telephone or on the internet. All of this is done with support that seeks to reduce the digital divide and improve citizen trust in the administration, betting on clear communication and spaces for active listening.
These new channels must be digital and innovative, without diminishing the proximity and treatment that face-to-face offers. In this sense, the Government is committed to the introduction of technology and innovation as a lever of change, to become a modern, inclusive administration, at the service of citizens and taking into account their needs and realities.
