Virtual Citizen Service Office
Digital services that leave no one behind
Better experience for citizens
Personal service without the need to travel
A simpler, more flexible way to deliver digital public services
OVAC complements existing channels with more guided and intuitive self-service procedures, with support available when needed. When a procedure requires personal assistance, it can be completed by video call with the same safeguards as an in-person appointment.
When a procedure requires personal assistance
OVAC enables video-assisted services when citizens need to complete a procedure together with a professional. The following video shows this service model, one of the platform's options for avoiding unnecessary travel without giving up personal interaction or the safeguards of the process.
Request information for your Public Administration
Discover how OVAC can be applied to your Administration's citizen services. We analyse your needs and show you how to adapt the platform to your procedures and services.
If you would first like to learn more about OVAC, its capabilities and technology, visit the OVAC page.
Central government
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- Benefits, healthcare assistance and Social Security.
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- Updating personal data and issuing documents.
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- Information and assistance with administrative procedures.
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- Judicial procedures and remote appearances.
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- Remote identification and verification.
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- Tax information and assistance.
Regional government
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- Citizen services, registration and submission of documentation.
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- Grants, benefits and social services.
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- Employment and career guidance.
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- Tax information and assistance.
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- Administrative procedures and authorisations.
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- Specialised justice services and victim support.
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- Municipal procedures provided through Provincial Councils.
Municipalities
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- Municipal register, registration certificates and proof of registration.
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- Registration, submission and exchange of documentation.
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- Information and assistance with municipal procedures.
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- Local taxes, collection and direct debit payments.
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- Urban planning, licences and technical enquiries.
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- Tax relief, grants and municipal services.
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- Consumer services and other specialised enquiries.
Inclusive services
Facilitates access to public services for people with different abilities and levels of digital autonomy
Better experience
More guided, intuitive and flexible procedures, adapted to different service needs
Operational efficiency
Reduces repeated contacts, unnecessary travel and procedures that end up moving from one channel to another
Agile deployment
Enables new services to be launched without undertaking major infrastructure projects
Legal certainty
Evidence, traceability and safeguards for carrying out digital procedures with confidence
Sustainable development
Less travel and more efficient, sustainable delivery of public services
Frequently asked questions about OVAC for citizen services
OVAC can complement existing channels and systems and integrate with them via API. Each project is configured according to the organisation’s existing technology ecosystem and processes, avoiding a full-replacement approach by default.
No. OVAC is delivered as a SaaS platform and enables new services to be rolled out progressively, starting with specific procedures, units or user groups and subsequently expanding its scope.
OVAC makes it possible to adapt the level of assistance to the needs of each person and each procedure. Citizens can complete more guided processes independently or receive support when needed, reducing barriers for those with lower levels of digital autonomy.
Yes. The experience depends not only on whether a procedure can be completed online, but also on whether it is easy to understand, inspires confidence and provides assistance when difficulties arise. OVAC user surveys consistently show ratings between 4.81 and 4.87 out of 5.
When a citizen starts a procedure online, then turns to the phone and ultimately has to visit an office, multiple contacts and resources are required for the same procedure. OVAC provides more guided procedures and different levels of assistance within the digital environment, helping more processes to be completed without unnecessarily switching between channels.
The implementation of OVAC must also take into account the professionals who will use it. Clearly defining the role of the new channel, involving them in the configuration of services, and avoiding duplication or unnecessary manual tasks helps integrate the platform into their day-to-day operations.