Public
Administration

Spain ranks fourth in the EU in digital public services with a score of 94 out of 100 in eGovernment. It has a plan to deepen digitization until 2025. However, it is faced with obstacles such as a shortage of qualified staff or excessive bureaucracy.

Digitization is one of the main concerns of the public administration

Public administrations are at an advanced stage of digitization. The primary factors include the widespread use of the Internet and smartphones, as well as the passage of legislation 39/2015 (Administrative Procedure) and 40/2015 (Legal Regime of the Public Sector), which have accelerated the digitization of public administrations.

Both regulations came into force in October 2016 and share the goal of pursuing digitally managed organizations for more efficient and cost-effective work processes and transparency, as well as assuring public access to all operations and establishing a simple and integrated administrative framework.

Basic procedures such as requesting an appointment to renew the National ID card, registering a vehicle, paying taxes, fees, traffic fines, etc. can now be done electronically. However, the implementation of digital tools and processes varies depending on the type of entity. A State entity is not the same as an autonomous or local entity.

Currently, the digitization and incorporation of new technologies into their workflows is the main concern of public administrations.

Challenges

The Public Administration Digitalization Plan 2021-2025, included in the Spain Digital Agenda 2025, is one of the main elements of the modernization of Public Administrations within the Recovery, Transformation, and Resilience Plan.

José María Martínez-Amutio, Executive President — Avalon

Digitalization Plan for Public Administrations 2021-2025

The plan is structured in three main lines of action:

  • Digitally transform the Administration with cross-cutting initiatives for the deployment of efficient, secure, and user-friendly public services and for widespread access to emerging technologies.
  • Deploy digitalization driver projects, for example, in the areas of Health, Justice or Employment.
  • Support the digitization of territorial administrations, Autonomous Communities, and Local Entities.

Among the key measures of the Digitization Plan for Public Administrations, the following stand out:

  • App Factory: A program that encourages the creation of high-quality mobile applications to enhance access to public services.
  • One Click Administration: It will simplify access to information and digital public services provided by the General State Administration for individuals and businesses. This measure will avoid the dispersion of information and will reduce barriers to the consultation of information and the use of services.
  • GobTechLab: The initiative will launch an innovation laboratory of the General State Administration to improve the experience in the use of digital public services through citizen participation, collaborative creation, and innovation in public services. The main application areas will be emerging technologies such as artificial intelligence, data analytics, and blockchain.

However, it is faced with obstacles such as a shortage of qualified staff or excessive bureaucracy.

Challenges faced by the Public Administration in its different areas of action

We present the problems to be solved in Education, Justice, Industry and Energy, Economy and Finance.

The education sector is the sixth industry in terms of potential for digital disruption, according to the Orange Foundation's report "The Digital Transformation of the Education Sector".

The global e-Learning market continues to show strong growth rates, estimated at an annual rate of 7.9%.

The main axes of digital transformation in education are the cloud, as the sector is increasingly dependent on remote activities, the use of mobile technologies, the "Internet of Things", educational social networks, and the collaborative economy.

In order to achieve this, it is critical to remove the obstacles preventing the industry's digital transition.

Some of these obstacles include trainers' resistance to change as well as their lack of understanding in the digital arena.

The coexistence of the private and public sectors, the lack of resources as well as the lack of someone in charge of educational innovation, the scarcity of multimedia content, or the privacy and protection of minors, also influence the application of technology to education.

Some of the main problems of the digitization of the Spanish justice system lie in the lack of resources it has had in comparison with other administrations such as the tax administration.

Added to this is the heterogeneity of the systems and applications developed by the different public authorities, administrations, and socio-economic agents that make up the judicial ecosystem.

Therefore, based on the Justice 2030 Plan, it is necessary to boost the operational efficiency and quality of the Public Justice Service, as well as to share best practices in digitization.

Digitization can contribute to:

  • Automation of certain procedural steps and judicial statistics.
  • The development of the facilities with the introduction of digital workstations to enable teleworking and remote hearings and trials.
  • Technological enrichment of the digital court file.
  • The enhancement of judicial neutrality in patrimonial investigations.
  • Progress in the interoperability of the different procedural management systems.

The systems have become obsolete and are not prepared to benefit from all that modern technology has to offer.

At the social level, the change has been very significant, since in a short time everything has changed from being managed on paper to being practically everything done electronically, and the intention is to permanently eliminate paper in the short term.

Another major pillar of change is the new legislation on confidentiality and data protection, which means that all systems that handle confidential data must be modified to comply with standards and regulations.

The supply of electric power is essential to the functioning of our society and determines the evolution of other sectors of industry.

Electricity transportation and distribution is a capital-intensive business that requires direct links with customers whose demand for a non-restorable product changes over relatively short time intervals. The impossibility of storing electricity requires that supply be equal to demand at each instant of time, which necessarily implies coordination of electricity production, as well as coordination between investment decisions in the generation and transmission of electricity.

In December 2017, the Ministry of Finance approved the MINHAFP (Ministry of Finance and Public Function) Digital Transformation Action Plan whose objective is the total digitalization of bureaucratic procedures for citizens and companies.

The plan contemplates the creation of a Single Digital Archive. All ministries will be connected to each other and will share information, which will benefit the citizen, who will not have to provide the same document several times for different procedures.

It also proposes the modernization of the websites to adapt them to the latest standards so that citizens can carry out all procedures from any device.

Fraud, money laundering, and tax evasion are another major challenges faced by the Public Administration.

To tackle this problem, the Tax Agency recently began to introduce supercomputers for massive data analysis and to detect possible fraud.

Currently, the Annual Tax Plan includes a new boost to the implementation of these advanced technologies based on Artificial Intelligence, Big Data, and data mining.

Digital is Human

Avalon Public Administration

A priority sector in our services strategy, in which we have extensive experience at national and regional levels.

We work to improve people's educational and professional outcomes, focusing on increasing educational accessibility, affordability, and quality for all students on an equal basis. We provide our services to administrations, educational institutions, and training providers through highly specialized teams that, in addition to technological experts, include education professionals, researchers, and policy makers, which allows us to offer:

  • Application of new educational technologies: Such as educational Makerspaces that improve collaboration and development of teachers and increase creativity, cooperation, and initiative of students.
  • Digital transformation of university institutions, to strengthen teaching and research, improve the quality of the services they provide to their students, and transform their operational processes.
  • Implementing career reorientation solutions: Collaborating with employers, training providers, and foundations to help professionals reorient their professional qualifications to adapt to changing times and increase their chances of finding a job.

Our objective in this area is to promote the operational efficiency and quality of the Public Justice Service, as well as to share best practices in digitization and thus enable the automation of certain procedural steps and judicial statistics.

We put technology at the service of transparency and the reduction of time in judicial processes, providing greater facilities to citizens:

  • The development of the facilities with the introduction of digital workstations to enable teleworking and remote hearings and trials.
  • Technological enrichment of the digital court file.
  • The promotion of digital platforms, the improvement of the judicial neutrality in patrimonial research, or the progress in the interoperability of the different procedural management systems.
  • The processing of large volumes of data to make certain processes more agile and efficient, including data analytics and artificial intelligence (AI).

The Public Administration is promoting digital transformation programs in the industrial sector for the automation of processes and the creation of products and services with greater added value, with the aim of increasing its competitiveness in a globalized economy.

On the other hand, we find the important regulatory role of the electricity markets exercised by organizations such as the CNMC, with a systemic impact on all sectors of economic activity.

We offer our services in the field of industrial digitization and regulation of the electricity sector through the following lines of action:

  • Technological support for programs to support the digital transformation of the Spanish industry such as, for example, the development of systems oriented to the management of aid for digitalization.
  • Technological consultancy for industrial research and technological development projects as well as process innovation and organization of industrial companies.
  • Programs to strengthen the cybersecurity of citizens, SMEs, and professionals.
  • Design and development of management tools and computer applications for the electrical system.

The rapid pace of technological innovation, the comprehensive management of customer tax data, the demand for new digital contact channels that increase agility and simplify procedures for citizens and the constantly evolving security threats are challenges faced by tax agencies.

Rising to the challenge will not only improve citizen satisfaction but also reduce errors and increase compliance.

We provide our services in this area through the following lines of action:

  • Improvement and evolution of the electronic offices and applications for mobile devices of the tax agencies.
  • Massive data analysis for the detection of possible fraud, through Artificial Intelligence, Big Data, and data mining.
  • Improving the quality of customer service by implementing more personalized services and new channels such as chatbots and virtual assistants based on Artificial Intelligence technologies.
  • Strengthening the cybersecurity of tax agencies and fraud prevention for citizens, professionals, and companies.

Some of our clients in the Public Administration

  • Ministry of Education and Vocational Training
  • Ministry of Justice
  • Ministry of Finance
  • Ministry of Science and Innovation
  • Ministry of Development
  • Ministry for Ecological Transition and the Demographic Challenge

We have nothing but good words. My contact person is a great professional and super efficient. The administrative part also works with the same level of efficiency.

INECO, Information Systems Service