Decree 30/2025, of February 25, of the Consell, which regulates citizen services and assistance offices for registration matters within the Administration and the instrumental public sector of the Generalitat, defines a new framework to establish a citizen service model fully adapted to digital administration. This model aims to ensure equity, linguistic rights, and the inclusion of all citizens, and is based on quality management and the use of data.
Article 43 of this decree states that, for the planning, advancement, and continuous improvement of the citizen service system, the department responsible for citizen services will approve multi-annual plans that include diagnostics, lines of action, and projects to be carried out.
In compliance with this mandate, the Citizenship Service Plan 2025–2027 has been developed and approved. It consists of four main lines of action, which include a total of twenty-six projects to be implemented:
Line 1. A citizen service system for today’s society
Line 2. The best information for the citizenship and businesses of the Valencian Region
Line 3. Better and more accessible service and information channels
Line 4. Towards an excellent citizenship service system
Additionally, the Plan includes three cross-cutting axes that are present throughout its implementation:
Axis 1. Training
Axis 2. Transparency and participation
Axis 3. Monitoring and evaluation
In summary, the main objectives of the Plan are:
- To ensure equitable treatment for all citizens, eliminating the digital divide created by technology.
- To evolve from a multichannel service model to an omnichannel one. This means moving from separate and isolated channels to a communication model focused on improving the user experience, allowing citizens to interact with the administration through multiple channels simultaneously. To this end, the Plan is aligned with the 360 Citizenship Plan.
Ultimately, the goal is to place citizenship at the center.
