Identity Management: Towards a Unified Citizen Experience 

A common theme throughout the session was the pursuit of a unified digital identity for citizens. Whether it’s managing identity through Clave Única or digital identification systems, the goal is clear: to make interactions with government services seamless and user-friendly. 

Javier Fernández Rodríguez from Asturias highlighted the complexities of identity verification, mentioning that while there is a broad array of systems available for citizens (Clave PIN, mobile ID, digital certificates), they can be overwhelming for the public. His region is addressing this by launching a single-point platform — “Mi Principado” — which consolidates services and offers a streamlined, bidirectional relationship between citizens and the administration. He emphasized the importance of minimizing friction for citizens, stating, “The goal is to have one unified access point where citizens can interact with the government without having to jump through hoops.” 

In Catalonia, Ester Manzano shared similar views, stressing the importance of having a 360-degree perspective of the citizen. Catalonia is developing a unique contact database, ensuring that there is only one “Esther Manzano” in the system, regardless of which department she engages with. This approach aims to simplify interactions for residents while maintaining an up-to-date and accurate record. 

Fernando de Pablo also mentioned that interoperability is a key challenge. Madrid is collaborating with regional identity systems to ensure seamless integration. “The citizen shouldn’t be forced to use multiple identities across different governmental services. The focus is to provide a seamless, unified experience,” he said.

Interoperability: Breaking Down Silos for Citizen Convenience

As the conversation progressed, the group delved into the importance of interoperability. A major hurdle in government digital services is the fragmentation of data across various departments, which often results in inefficiency and repetitive requests for the same information.

Saioa Leguinagoicoa shared how her region is addressing this challenge through cloud-based platforms that allow for easy integration with other administrations, ensuring that data flows smoothly. Bizkaia has implemented a system where citizens can easily submit their tax declarations, and over 77% of submissions are correct on the first try. This has greatly reduced the administrative burden on both the government and the citizens. 

In Valencia, Gema Roig emphasized the efficiency of their e-Government platform, where 70% of all requests are handled digitally through the municipal website. This has saved significant time and money for both the administration and the citizens, with estimates showing that it’s saved over €22 million for Valencian citizens in 2024 alone. 

Artificial Intelligence: Driving Innovation in Public Services

The roundtable also explored the role of artificial intelligence (AI) in transforming public services. Javier Fernández Rodríguez stressed that AI could be a game-changer for enhancing service delivery. However, he cautioned against blind adoption without a clear governance framework. Asturias is currently working on a regulation for AI usage within public services to ensure that its deployment is ethical, transparent, and effective. 

In Catalonia, Ester Manzano highlighted the importance of using AI to foster innovation, pointing to their cross-departmental data platform, which enables the use of AI across various public administration services. This data-sharing approach ensures that AI can be applied responsibly and effectively to meet citizens’ needs. 

Madrid also made a notable shift towards integrating AI in public services, focusing on streamlining administrative processes. Ignacio Azorín shared how the city is simplifying procedures by incorporating AI to process public requests more efficiently. “AI is no longer just an option but a necessity to provide faster and more efficient services to citizens,” he noted. 

For its part, València plays a central role in the European project CitCom.ai, hosting one of its three European operations centers—the “Southern Supernode.” As Gema Roig noted, this center focuses on applying AI to urban challenges such as sustainable mobility, climate neutrality, and efficient waste management. 

The Road Ahead: Making Government Services More Efficient

Looking to the future, the speakers all emphasized the need for continuous innovation and collaboration between public and private sectors. There was a consensus that while public administrations have made great strides, there is still much work to be done to ensure that services remain human-centric and inclusive. 

Fernando de Pablo suggested that the key to success will be the ability of public administrations to embrace external innovations without compromising their unique responsibilities. “Innovation can come from startups, private companies, or even in-house developments. The goal is to ensure that citizens benefit from the most efficient and user-friendly solutions possible,” he stated. 

The roundtable concluded with a shared vision of a future where government services are fully integrated, leveraging the power of technology and AI to create a truly seamless experience for the citizens. As these regions continue to innovate, the journey towards digital government transformation in Spain is sure to serve as a valuable model for others around the world. 

Key Takeaways from the Roundtable: 

• Unified Digital Identity Systems: The move towards a single access point for citizens across Spain’s various regions, minimizing friction and ensuring ease of access to government services.
• Interoperability in Digital Government: The importance of creating systems that allow data to flow seamlessly between government departments, improving efficiency and reducing redundancies.
• AI in Public Services: The transformative potential of AI to improve service delivery, with an emphasis on ethical usage and regulatory frameworks.
• Citizen-Centric Approach: A shared commitment to making government services more accessible, transparent, and efficient, by focusing on the needs of the citizen at the heart of digital transformation. 

 The speakers from across Spain reaffirmed their commitment to building a future-ready government. Through collaboration, technology, and human-centered design, Spain’s regions are leading the way in creating a digital government landscape that is efficient, transparent, and responsive to the needs of its citizens. 

The conversation at the GovTech 4 Impact World Congress (G4I) 2025 was a powerful reminder that the future of governance lies in building connected, inclusive ecosystems that put the citizen at the center of every innovation.