The new ‘OAC calls you’ service allows citizens to get a phone appointment or a videoconference appointment. Users receive an email with instructions, and on the day of the appointment a member of staff at the OAC contacts them to provide the relevant information or conduct the procedure for which the appointment was requested. The service uses a secure videoconferencing tool and cloud space for the exchange of documents, guaranteeing confidentiality.

Besides the provision of information and advice, the following procedures can also be conducted:

• General information and advice on procedures
• Information on the electoral roll
• Residency recognition report (for residents without a fixed abode): checks on the status of an application
• Accreditation of inclusion on the register of residents
• Registration of an animal on the pet census
• Enquiry prior to starting an activity in Barcelona
• Enquiry prior to the process for building permits
• Registration on the programme Gaudir +
• Procedures relating to taxes and fines

Support has been provided through the OAC call service in nearly 8,500 instances since January, with videoconferencing used in 864 cases. Besides the OACs, the new videoconferencing service for procedures is also available for the Municipal Tax Office (IMH).

The new channel has been developed by the Municipal Institute for IT, the body responsible for digitalising municipal services to improve quality and efficiency. The channel was developed using open-source software, making it available for the community to use.

Citizen support services adapted for Covid-19

The pandemic has led to 30 new procedures becoming available which could only be conducted in person before. Efforts have also been made to facilitate telematic procedures using identification methods using identification methods which are simpler for citizens to obtain and use.

The most important procedures which can be conducted with simpler identification systems include:

• Registration and changes of address on the Municipal Register of Residents for Barcelona
• Accreditation and certificates of inclusion on the register of residents
• Certificates confirming no debts with Barcelona City Council
• Subsidies for self-employed workers as part of the programme Autono+ Barcelona
• Special authorisation for applications / extensions for terraces due to Covid-19
• Economic support for temporary stays in homes for the elderly (Respir Plus)
• Parking card for people with disabilities
• Subsidies from Barcelona City Council for activities and services in districts and the city
• Road tax discounts
• Extension to the capital gains tax