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null 20. CITIZEN SERVICES

20. CITIZEN SERVICES

The project is divided into three sub-projects. Each is a distinct building block towards integrated administration management.

Prior appointment. The aim of this project is to enable a new assistance channel for citizens and professionals in the judicial field, which enables an orderly service, and which is integrated with other new assistance channels based on digital immediacy.

Thus, by means of corporate websites, judicial bodies, civil registries, territorial administrations and assistance offices, victims will be able to access a system of prior appointment based on the concept of citizen/professional procedures, and venues where they can get said service, thus allowing the citizen to select the day and shift that best suits them.

It is complementary to the system used to interact with citizens. In this way, those in charge of each office can assign appointments for those cases when - due to the particularities of the service - they receive requests through different channels.

The prior appointment is linked to other projects such as digital immediacy and teleworking. As a whole, they allow for the establishment of de-territorialized virtual desks with video conference assistance. Therefore, a new user experience paradigm is promoted within the traditional Administration of Justice service.

A citizen can request an appointment and the system will automatically detect if they are registered in the cl@ve system. It will enable them to make an appointment with their procedure by video conference, which will spare them from traveling. This video conference will use digital immediacy systems to be able to verify their identity with legal security. In a second phase, it will also be possible to sign via video conference. And this service can be provided from the physical headquarters of the administrative building, or given the integration of the videoconferencing system with the teleworking system, an official who does not necessarily have to be physically in that building may serve the citizen.

Citizen file. The Citizen's Judicial File will be the private space that will facilitate the relationship between the Administration of Justice and the citizens, offering them, among other functions, information on the status of their files, access to their pending notifications as well as appearing in them, managing their powers of attorney or consulting their data, held by the Administration of Justice.

This file will have an interoperable bridge with the Citizen File of the General State Administration, so that both citizens and operators can easily access their records, certificates, data and their transaction status.

Electronic notification. This initiative allows for the notifications sent to intervening parties by registered mail through the Printing and Enveloping Center (CIE, Centro de Impresión y Ensobrado in Spanish) of the Tax Agency (AEAT in Spanish) to be made electronically available in the Citizen File.

The functionalities that the system will have are the following:

  • Notification availability in the Citizen Folder thanks to the integration with Notific@. It may also be sent by mail to the address of the intervening party.
  • Management of acknowledgments of receipt of electronic notification.
  • Integration with procedural management system.

The advantages that the system will bring are the saving of paper and time, avoiding the printing of the notifications in the Judicial Bodies.

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