Transforming how Madrid’s citizens interact with government
Madrid Digital is the government agency responsible for the digital management of the Community of Madrid. It supports citizens through initiatives to digitally transform and public services. By moving administrative tasks online, citizens can complete processes without having to travel to offices, wait in line and complete time-consuming paperwork.
As part of Digital Madrid’s goal to make it easier and faster to access public services securely, they partnered with NTT DATA to create a cloud-native platform to that consolidates information to give citizens access to multiple services through a single portal.
93,000+
app downloads
670,000+
users
610,000
completed government transactions
Simplify access to public services
Madrid Digital supports the digital transformation of the Community of Madrid to make government services faster, more transparent and easier to access. Moving from manual processes to digitized forms allow citizens to complete applications online, shortening waiting times and eliminating the need to travel to government offices. Digital Madrid wanted to improve service delivery and strengthen citizen trust in public institutions.
To achieve this, they required a new cloud-based digital platform that would:
• Give citizens access to government services from any device
• Enable them to track requests and applications in real time through notifications
• Create digital identity for authentication to securely complete government transactions
• Keep a record of completed transactions
• Provide digital versions of official identification cards on one platform
The initiative required significant changes to the Community of Madrid's technology ecosystem to prepare it to support future projects and digital services.
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We are extremely proud to have delivered one of the leading digital transformation initiatives for public administration, both for its regional scope and its comprehensive technology approach. The Community of Madrid has positioned itself as a leader in Spain by making interactions between citizens and government simpler, faster and easier.
”Building a scalable digital foundation
To address these needs, NTT DATA designed and implemented Madrid Digital's cloud architecture and infrastructure on Amazon Web Services (AWS), with a focus on high availability, performance, security and reliability. The solution uses a modern open source architecture designed to scale across departments throughout the Community of Madrid and support proactive, one-click services.
This new technology environment supports Digital Account (Cuenta Digital), giving citizens multiple ways to authenticate through a new digital identity. It also provides personalized recommendations powered by data and AI to help people find relevant government services, including financial support for new parents, applications for the Youth Card and the renewal of employment registration.
Digital Account is available through mobile apps for iOS and Android and on the web. It centralizes government services and provides access to advanced capabilities such as digital cards and credentials, certificate downloads and personalized services based on each user's unique needs.
This project represents one of Spain's most ambitious initiatives to transform how public administrations interact with citizens. No other initiative has approached this challenge as comprehensively, spanning implementation methodologies and frameworks, cloud strategy, data management and a complete redesign of the service delivery model.
Delivering a simpler, more personalized citizen experience
With the implementation of Digital Account, Madrid Digital has simplified government processes, shortened the time needed to complete transactions and reduced the amount of physical documentation required to access government services. The platform provides members of the Community of Madrid a more personalized experience, with a high adoption rate for citizens aged 18 to 60.
Since its launch, Digital Account has had:
- 672,907 users
- 93,874 app downloads
- 3,688,325 logins
- 610,345 completed government transactions
The way forward
In future, Madrid Digital plans to add new capabilities to Digital Account, businesses as well as individuals, including services aimed at small, midsize and larger companies.
About Madrid Digital
Madrid Digital's mission is to support the digital transformation of the Community of Madrid through efficient resource management, continuous technology innovation and effective change management. It aims to use advanced technology to provide services, products and platforms that make it easier and faster for citizens, businesses and government employees to access public services securely.
Industry
Public Sector
Headquarters
Spain