The public service Zuzenean has initiated the modernization process for its offices in Bilbao and Vitoria-Gasteiz. These initiatives are based on a new service model featuring entrance orientation points, guided self-service, and in-person counter services to enhance and streamline interactions with citizens.
The Bilbao office, located at Gran Vía 85, will undergo a comprehensive renovation starting in September. The project, awarded to Montegui for 1.3 million euros plus VAT, is expected to last nine months. A significant change will be a reception area at the entrance to guide visitors and handle simple procedures immediately. Traditional standing counters will be replaced by seated desks for consultations, offering greater privacy. Self-service areas will also be enhanced, with staff available to assist with queries.
During the renovation, services will be provided from the building's first floor to ensure continuity. Furthermore, from August 17th, appointments will be exclusively required for in-person services in Bilbao.
In Vitoria-Gasteiz, the process will be more extensive. The future offices will be housed in the Arca building, designed by architect Fernando Chueca Goitia. This building is currently in the tender process with a budget of 15.7 million euros. Construction is slated to begin in October or November and will take 24 months. The Arca building, spanning six floors above ground and two basements, will consolidate Zuzenean with various other regional departments and organizations, including Sustainable Mobility, Housing and Urban Agenda, Industry, Energy Transition and Sustainability, Economy, Labor and Employment, Eustat, Education, HABE, Tourism, Commerce and Consumption, and Welfare, Youth and Demographic Challenge.
This reorganization will improve comfort, technology, and accessibility. The Arca building will also feature orientation zones, guided self-service, and counter services, alongside more private spaces for enhanced privacy. The building's structure and energy efficiency will be upgraded, resulting in a more spacious, brighter, and ergonomic interior. Technological solutions will enable faster and more personalized service, while the design will ensure universal accessibility.
The renovation of both offices aligns with Zuzenean's new model, integrating in-person, telephone, and digital channels for more effective responses. Citizens will no longer need to repeat information or re-explain their situation when switching between channels.
In 2025, Zuzenean provided in-person assistance to 411,491 individuals, a 16.52% increase from the previous year and a 34.8% rise compared to 2023. This data indicates a clear upward trend, with in-person services consolidating their use despite the expansion of digital channels. Bizkaia remains the territory with the highest number of services provided, with the Bilbao office handling 206,251 consultations and procedures (50.1% of the total). Vitoria-Gasteiz followed with 121,696 (29.6%), and Donostia with 83,544 (20.3%).
