Mi Carpeta Ciudadana: A single gateway to public services
NTT DATA is contributing to the Mi Carpeta Ciudadana project, a single digital space that makes it easier for people to interact with public administration.
Business need
Public administration needed to evolve into a more agile, accessible and citizen-centric model. It required a single platform that could bring together previously fragmented public services, improve transparency and provide a simple, secure and accessible digital experience.
The solution also had to meet the needs of a diverse audience with different levels of digital literacy, ensuring inclusion, ease of use and universal access.
+8 million
app downloads
+85 million
platform visits
+140,000
monthly conversations with the virtual assistant
Solution
NTT DATA delivered a multichannel solution to simplify the digital experience of Mi Carpeta Ciudadana, combining a redesigned web portal, mobile applications for iOS and Android, and an AI-powered virtual assistant.
The platform brings together multiple public services through a single access point, allowing citizens to track their administrative procedures, receive alerts, manage appointments and access official notifications quickly, securely and in a personalized way.
Results
Mi Carpeta Ciudadana has become a benchmark for digital transformation in Spain's public sector.
- More than 8 million unique users
- More than 8 million mobile app downloads
- Nearly 85 million cumulative platform visits
- An average of 140,000 monthly conversations with the virtual assistant
- Integration with ministries, regional governments, local authorities and hundreds of public services
The project is strengthening the relationship between citizens and public administration by delivering a more accessible, proactive and efficient digital experience.
The client
The State Agency for Digital Administration, part of Spain's Ministry for Digital Transformation and Public Service, is modernizing public services through digital solutions designed around citizens' needs. As part of this initiative, Mi Carpeta Ciudadana was created as a single digital space that simplifies how people interact with public administration, making it easier to access information, public services and administrative procedures from any device.Through its 2030 strategy — “Positive Motion” — the company is working to transform energy and drive a better future.