Attention to citizenship

One of the powers of the Directorate-General for Public Governance is the design and promotion of programmes and projects to facilitate the access of citizens and businesses to public services, through the various channels available, in coordination with departments ministeriales.Para this will standardise services, procedures, documents and the use of the institutional image; coordinate the programmes of care and information to the citizen and manage, in coordination with the General Secretariat of Digital Administration, the Electronic General Access Point for the dissemination of public content and services and the 060 telephone.

Electronic General Access Point

Among other reform measures, the Administrative Simplification Subcommittee of CORA proposed the establishment of a Electronic General Access Point (GPA) as a general point of entry, via the Internet, from citizen to public administrations.

Its four main pillars are:

  1. General information and guidance to citizens and businesses

    The Electronic General Access Point (GPA) contains horizontal administrative information of the Ministry Departments and related or dependent public bodies, as well as information on aid, grants, public employment and legislation of interest to citizens. It also provides information on the rights of citizens and businesses in the area of the European Union's internal market. It gives access to the websites of the Ministry Departments, autonomous bodies, Autonomous Communities, as well as its electronic sites.

  2. Procedures and services

    Citizens or companies are allowed access to the administrative procedures and services of public administrations. The section “Material formalities” offers the procedures that can be most demanded by the citizens and those that will have to do throughout their lives, such as education, taxes, housing, traffic or family and partner issues. Equivalent to this section, “Companies”, to guide companies since their creation with the different forms of entrepreneurship, public procurement processes and points of attention to the entrepreneur, among other issues. It also has a formality search which gives access to the procedures and services of the three levels of public administrations.

  3. Citizen participation

    PAGe has several systems to facilitate citizen participation. There is a mailbox and one Webchat 060 where the citizen can communicate directly with the administration.

  4. Restricted or private areas

    In line with what is proposed by the CORA, the PAG has a restricted area for users, which is accessed by authentication, called Citizen's Folder, from which citizens can access their personal data, the status of their administrative files, their administrative notifications, etc.

    The GSP also has a electronic headquarters from which services such as the General Electronic Register (REG), Registration in Selective Tests, Change of Address or Electronic Register of Apoderations, among others, are accessed.

    The electronic General Access Point is regulated in the Order HAP/1949/2014.

Care channels

  • Phone 060 : provides general administrative information on public services and formalities of the State Administration, such as public employment, scholarships, grants and grants, Directorate-General for Traffic, ID appointment and passport, aliens, the State Public Employment Service (SEPE), the Treasury, electronic services, and access to other telephone services of Ministries.

  • Face-to-face care:

    • Office of Information and Citizen Care of the Administrative Information Centre.

    • Offices of Government Delegations and Sub-Delegations and Island Addresses

  • Care Inbox: Consultation box on general administrative information.

  • Webchat 060: online chat for information and assistance on public services and formalities of the State General Administration.

  • Social networks: Red X (formerly Twitter) | Facebook | YouTube

  • Mobile applications: AGE Mobile Applications