This innovative service will allow approximately ten municipal procedures to be carried out via video calls, from anywhere and without the need for physical displacement. Users will require a mobile device (phone or tablet) or a computer equipped with a camera, microphone, and internet connection, as announced by municipal officials.
The new video attention channel combines the benefits of in-person service (immediacy in resolving doubts, personalized guidance, and the trust provided by direct interaction with staff) with the advantages of digital channels (the ability to submit digitized documents without printing and the convenience of managing affairs from any location). Although open to all citizens, it will be particularly useful for groups such as people with reduced mobility, caregivers, or those residing outside the city.
This service, available in Basque and Spanish, represents a further enhancement to the omnichannel approach that the Vitoria-Gasteiz City Council offers in citizen services. Video attention now complements existing modalities, including in-person (with or without appointment), telephone (via 010), self-service machines, the electronic headquarters, and the video interpretation service for deaf or hearing-impaired individuals.
To adapt the service provided through this channel, we have initially enabled it for a few procedures, but depending on its reception, new procedures will be added.
Municipal officials guarantee the confidentiality and security of information handled through the video attention channel. To use the service, an appointment must be requested in advance by phone (010 or 945 161 100) or online. A confirmation email will then be received with details and a link to access the appointment at the assigned day and time. On the scheduled date, users must access this link with an identification document ready to verify their identity.
After reviewing the appointment request, municipal staff may specify which documents are necessary for the procedure. These documents can be uploaded to the video attention platform beforehand to expedite the process on the day of the appointment. During the session, permission for recording must be granted; the recording will be stored for only three months. For procedures requiring a signature, a valid digital certificate such as BakQ or the electronic DNI can be used. Upon completion of the appointment, citizens will receive an email with a receipt, the submitted documentation, and any documents generated by the Vitoria-Gasteiz City Council. Only one procedure will be handled per appointment.
