Changes at "Digital Administrative Itinerary and Human Support for Accessing Rights"
Title (English)
- +Digital Administrative Itinerary and Human Support for Accessing Rights
Body (English)
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Problem Identification
Migrant individuals face excessive bureaucratic complexity from the moment they arrive. This is due to a lack of coordination between public offices, wich lead to an unnecessary duplication of procedures, as well as to a digital system that, instead of facilitating access, creates further barriers to basic rights.
The absence of a unified file, the repeated requirement to submit the same documents, and the difficulty in securing appointments (often occupied by mafias) ad to frustration, exclusion, and inequality. This is compounded by language barriers, lack of system knowledge, and the digital divide.Narrative Summary to Illustrate the Proposal
Let's imagine that Yassir, as he arrives, could go to the town hall and leave with a personal case number and a clear timeline of next steps. If that number accompanied him through all procedures, he would not need to repeatedly explain who he is or what he is missing.
Imagine that instead of being alone in front of a broken screen or a cold official, he could talk to someone who went through the same thing, who tells him “Don’t worry, you’re on the right track".This proposal seeks to make that pathway a reality: clearer, fairer, more human.
Proposed Solution
To establish an integrated administrative system based on a personalised itinerary, accompanied by in-person support points with trained staff and accessible digital literacy tools in everyday public spaces.
Key Components
Unified Administrative Itinerary
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At the first contact with the administration (town hall, consulate, immigration office, etc.), a digital personal file is automatically created, linked to the individual’s identity document (it can be the passport or even an ID number from the country of origin).
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This file is accessible by any public institution and enables progressive access to all services (health, education, municipal registration, immigration, etc.).
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All the information is digitalised and stored from the beginning, avoiding duplication and allowing the identification of any missing documents.
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2. Appointment System Linked to the Personal File
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Appointments are not requested through external platforms, but automatically scheduled based on each person’s administrative itinerary.
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This blocks appointment fraud (such as selling slots on platforms like Wallapop) by linking each appointment to a specific personal file and internal public calendar.
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3. Mandatory Training for Public Officials
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Basic training for frontline staff in digital procedures, inter-institutional processes, and intercultural competence.
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This would allow staff to pre-warn applicants about missing documents, reduce unnecessary rejections, prevent discriminatory attitudes, and provide clearer guidance.
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4. Multilingual and In-Person Information Points
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Local spaces (libraries, civic centres, municipal offices) with trained, multilingual staff.
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These staff could be:
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Migrants with lived experience, hired or trained as mediators or support agents.
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Interns or volunteers studying law, social work, mediation, etc.
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These centres act as “human bridges” for those who lack digital skills or knowledge of the system.
4. Inclusive Digital Literacy
Free digital literacy programmes for migrants, particularly in urban areas with high migrant populations.
Held in public libraries with practical sessions and free internet access.
Responsible Areas and Entities
Ministry of Inclusion, Social Security and Migration
Ministry of Economic Affairs and Digital Transformation
Ministry of Territorial Policy and Civil Service (for civil servant training)
Autonomous and local governments (departments of citizenship, inclusion, social services, and digitalisation)
Public library networks and civic centres
Universities and migrant associations (as training, internship, and support spaces)
Concrete Actions
Implement a pilot project for a unified migrant administrative file in municipalities with high migrant populations (e.g., Barcelona, Bilbao, Valencia).
Create agreements with universities to include interns as frontline support advisors.
Fund express training modules for migrants with experience to act as mediators in local information points.
Develop a mobile app or web portal linked to the personal file, where users can check the status of their procedures, upload documents, and receive notifications.
Launch multilingual awareness campaigns about the new system via consulates, social media, community centres, and migrant networks.
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