Proactive administrative procedures

Published by: Generalitat de Catalunya
Published at 25/01/2023 Last update 19/06/2023
Government and public sector

Some administrative procedures are predictable: the Government has enough information to know who will need them and when. However, governments usually remain reactive, waiting for the citizen to request these procedures. This service delivery approach should be transformed to a proactive approach.


Problem or opportunity (Strategic objectives)

The objective of this DT story is improving service delivery, so as to guarantee the “once only” principle: governments should maximize the value of citizen data, by delivering proactive services according to the available data. 


Expected benefits

Proactive services will reduce administrative burdens. Citizens won’t have to care about not missing the application periods, neither they should fill the same forms again and again.  Proactive services should make it sure that the public resources go to those who most need them, rather than to the citizens that have a bureaucratic expertise. 

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Josep Maria Flores Juanpere

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