The Governing Council of the council of Tenerife approved the regulations for Electronic Administration and Citizen Attention that also include the creation of the citizen folder, a personal online space that facilitates user relations with the Island Corporation. It is about the development of two complementary rules that regulate the relationship of the citizenry with the insular administration, in which some novelties are included to introduce the use of new electronic means and thus offer a more personalized attention.
The second vice-president and island councilor for the Presidency, Finance, and Modernization, Berta Pérez, explains that “among the new services is the possibility of using other means of electronic signature, in addition to those legally defined as mandatory, to bring the service closer to the public”.
Pérez adds: “Specifically, this tool includes the use of biometric systems for the written signature, as well as image and voice, which allows assistance and presentation of documents through the videoconference system.”
At the same time, These models are regulated through various elements that facilitate the use of electronic means, such as the registry of authorized officials who help people who do not have the means to do so to electronically sign applications, or the electronic bulletin board, which improves the dissemination of information, replacing the paper one.
Conditions are also established to make use of electronic signature in bilateral documentssuch as contracts or agreements, and to promote electronic notifications.
Access to information
Berta Pérez adds that with regard to the service customization, the Electronic Administration regulation introduces the use of the citizen folder, an area in which each person can access all the information related to the procedures that they maintain with the Cabildo and know the status of processing of the files that are in progress. A feedback between the public administration and the citizen.
It’s about a online personal space that will facilitate the relationship with the Cabildo, since it allows the user to quickly and easily consult all the requests, pending notifications and access information on various procedures that it maintains with the Island Corporation.
It is a tool similar to the one already used in the Canarian Health Service (SCS) with the medical history, which has greatly facilitated people’s relationships with the health administration.
«This project allows, for example, to present documents through videoconferences»
Currently, Around 74% of the documents that are presented in the Cabildo administration are done electronically. The same as for the notifications that, for the most part, are also made in this way, unless expressly requested by the person who receives it.
In the year 2022, 22,577 electronic notifications such as translation as the fastest and most effective way to communicate with citizens.
Regarding the Citizen Service Regulations, the main novelties that are introduced have to do with the enabling of new communication channels, including mailboxes, social networksmobile applications or instant messaging.
In addition, it approves use of videoconferencing as a valid system to give information and advice, but also to submit requests. It is the first document that defines the citizen service model that is implemented and that focuses on providing information and advice to users.
Against the digital divide
The regulation also includes services aimed at bridge the digital divide with the training of the elderly or personal accompaniment in electronic processing before any administration, which are already available in the eight Cabildo service offices on the Island.
One of the goals is to help people over 65 to carry out electronic procedures before the administrations. Hence, the personalized assistance service to facilitate access to it for this sector of the population. Not only for documents referring to the Island but for any other instance. Through specific positions in citizen service centers that allow accompaniment and support in new relationships to submit applications or seek information. From the request for prior appointments to the consultation of files or obtaining certificates.
