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Towards a Paperless Administration

From EPSA - European Public Sector Award

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According to the Law on Electronic Administration, Spanish citizens have the legal right to present any application to public administration, either face to face or using the electronic channel. Moreover, despite the different levels of administration in Spain – central, regional and local – citizens can present an application in whichever office of whatever tier of administration, without knowing which is the competent authority and the ever-changing administrative structure.

These legal requirements pose a problem to regional and local entities as they oblige them to invest in technological resources beyond their economic means. Moreover, an interoperability infrastructure needed to be developed, which would allow the interconnection between all the public administration offices using a common format.

To face the challenge, an innovative suite of platforms has been developed: the offices interconnection system (called SIR), an Application for Face-to-Face Offices (called ORVE) and a Generic Electronic Office (called ACCEDA). SIR was implemented and deployed in 2011, allowing in a first stage the interconnection between the electronic offices of all the central administration departments (embedded in their websites), and in a second stage the interconnection of their physical offices. ACCEDA was introduced in 2011 to set up Electronic Offices of several Ministries (Ministry of Defence, Ministry of Foreign Affairs and Ministry of Public Administration). ORVE has been applied since 2012 for the physical offices of several local councils of Madrid and units of the Madrid Regional Government.

ACCEDA and ORVE are provided in a cloud-like model, while SIR is the logic infrastructure for connection of the physical offices on top of the internal public administration network, SARA. The implementation of the suite SIR-ORVE-ACCEDA in all the tiers of the Spanish administration will introduce a new way of delivering public services with the following benefits:

  • operational and cost efficiency: reducing the cost of communication between two local councils;
  • higher quality of service: dramatically reducing the time lapse between sending an application and its reception by the responsible administrative unit;
  • higher user satisfaction: services are delivered in less time and citizens can also track the state of their applications.

In a nutshell, this project paves the way for quality and citizen-centric services in a decentralised country.

Award info
Award category: weathering the storm. creative solutions in a time of crisis - european and national level
Award type: nominee
Award year: 2013
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Paperless administration, citizen-centricity, efficiency
Short English description: According to the Law on Electronic Administration, Spanish citizens have the legal right to present any application to public administration, either face to face or using the electronic channel. An innovative suite of platforms has been developed: the offices interconnection system (called SIR), an Application for Face-to-Face Offices (called ORVE) and a Generic Electronic Office (called ACCEDA).
Further information
Organisation: Ministry of Finance and Public Administration of Spain
Other applicants:
Homepage:
Level of government: national level
Size of organisation: >100
Number of people involved: >15
Country: Spain
EU membership: EU member
Language code: en
Start date:
End date:


Towards a Paperless Administration (40.4372153, -3.6807443)
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