Self-service digital offices: technology bringing Public Administration closer to people

May 13, 2026

Digital transformation has changed the way citizens and Public Administrations interact. However, one of the biggest challenges remains ensuring that this digitalisation is truly accessible to everyone. Moving towards a more efficient administration is not only about digitising procedures, but also about ensuring that everyone can access them easily, securely and intuitively.

In this context, at Telefónica Tech we promote last-mile digital administration solutions that make it possible to bring public services closer to citizens through self-service digital offices. This is a new generation of digital service points designed to deliver an accessible, inclusive experience available 24 hours a day.

Digitalisation must also be inclusive

An increasing number of administrative procedures are carried out through digital channels. Certificates, fee payments, census enquiries and electronic records are already part of the day-to-day running of any modern administration. However, not all citizens have the same level of digital skills or the same resources to access these services from home.

This is where self-service digital offices become particularly relevant. These solutions make it possible to bring digital administration directly to citizens, removing access barriers and reducing the digital divide, especially for older people, vulnerable groups and municipalities located far from major administrative centres.

We work to ensure that technology is not an obstacle, but a tool that simplifies the relationship between citizens and Public Administration.

A new way to interact with Public Administration

Self-service offices allow procedures to be completed independently, easily and securely, without the need for an appointment and outside normal opening hours. Citizens can access services such as the issuance of certificates and proof of residence documents, the payment of taxes and municipal bills, enquiries regarding census information, or the submission of documentation through electronic records, all within a guided environment adapted to any user profile.

The experience has been designed with usability and accessibility as priorities. Intuitive interfaces, adapted touchscreens, visual and audio assistance systems, as well as identification through electronic ID and facial recognition, make these offices a straightforward and accessible channel to use.

In addition, these solutions have been designed following advanced universal accessibility and regulatory compliance criteria, aligned with Order TMA/851/2021 on accessibility in urban public spaces and other regional accessibility and non-discrimination regulations.

■ They incorporate features such as screen readers with voice synthesis, compatibility with headphones, adapted contrast for people with low vision, large-print characters, braille labels and devices positioned at accessible heights to deliver an inclusive experience for every citizen.

Secure technology ready for Smart Cities

The solution we have developed at Telefónica Tech integrates advanced digital administration and digital service capabilities within an architecture designed to connect different systems and applications, incorporate new services quickly and be managed remotely, all supported by advanced Cybersecurity capabilities.

The platform has been designed with a flexible architecture, based on microservices and modern web technologies, enabling the rapid integration of new municipal services, management systems and existing digital administration platforms. It also incorporates secure HTTPS communications, authentication using JWT tokens and centralised operational capabilities for the remote management of terminals and services.

Thanks to its integration through APIs and web services, the offices can connect with existing municipal systems and provide an experience fully integrated with the administration’s digital ecosystem.

The platform incorporates different advanced citizen authentication and identification mechanisms, allowing security levels to be adapted to the needs of each Public Administration.

The solution also includes multilingual support, remote monitoring capabilities and centralised management tools that allow Administrations to control, configure and evolve services efficiently from a single platform.

In addition, these offices have been designed under strict accessibility, security and regulatory compliance criteria, including universal accessibility standards, European CE conformity and alignment with the data protection principles established by the GDPR.

The solution integrates secure authentication, encrypted communications and measures designed to protect citizens’ privacy.

Bringing Administration closer to citizens

Smart Cities should not only be more connected; they should also be more human. That is why we see innovation as a tool for improving people’s lives and enabling universal access to public services.

The introduction of self-service digital offices enables local councils and public bodies to move towards more modern, efficient and citizen-focused service models, where technology acts as a bridge between Administration and citizens.

With this solution, we reinforce our commitment to the digitalisation of Public Administrations through technologies capable of improving the citizen experience, optimising public resources and enabling universal access to digital services.

The evolution of public services depends on delivering experiences that are more agile, accessible and adapted to new social needs. Self-service digital offices represent precisely that evolution: an administration that is available, approachable and prepared to respond to the challenges of inclusive digitalisation.

■ We support Public Administrations on this journey towards smarter, more connected and people-focused management. More information ↗