The Government of Navarra’s Citizen Service Office in Tudela renews its accreditation as a 100% accessible space
The Citizen Service Office (OAC) in Tudela has once again been accredited by AENOR as a 100% accessible space. It thus renews the UNE 170001-2 certificate it obtained in 2023, which made it the first office in Navarra to receive this recognition—also awarded in 2024 to the citizen service office located on Avenida Roncesvalles in Pamplona / Iruña.
The implementation of this quality standard, certified by the AENOR evaluation agency, is aimed at providing services on equal terms to everyone, regardless of whether or not they have a disability. This represents progress in autonomy, independence, safety and comfort for people with disabilities.
The OAC in Tudela, located at Plaza de los Fueros No. 5–6 in Tudela, serves the entire Ribera area, with accessible spaces for people with reduced mobility; devices to facilitate communication with people with hearing impairments; Braille signage; Easy‑to‑Read signage and documents; and tactile floor guides, among other measures.
The Government of Navarra, through the Department of Presidency and Equality, continues along the path of continuous improvement in the universal accessibility of public services initiated in 2021 with the launch of the Universal Accessibility Operational Plans. As upcoming projects, the regional government plans to obtain the UNE 170001-2 accreditation for the Mobile Citizen Service Office—a vehicle put into operation last year to provide service to towns with fewer than 20,000 inhabitants—and for the VIDAAS Centre, a social and technological innovation laboratory inaugurated in 2025.
The Tudela OAC, a Service in Continuous Improvement
In renewing the OAC Tudela certification, the audit carried out by AENOR highlights as strengths the involvement and coordination of the various Government of Navarra areas involved and the improvement and outreach measures that have continued to be implemented since the accreditation was obtained.
It underscores the work carried out by the Directorate General of Presidency, Open Government and Relations with the Parliament of Navarra; the Innovation, Communication and Citizen Service Directorate of NASERTIC; the Head of the Universal Accessibility Management System (SGAU) of Navarra’s Citizen Service Offices; and all frontline staff.
It has also certified that all frontline staff are trained in how to assist people with different disabilities and how to communicate with them and provide the information they require, including basic knowledge of Spanish Sign Language (LSE).
The audit report considers that the OAC in Tudela has a notable degree of accessibility and offers visitors numerous support elements to ensure effective service delivery. It particularly highlights the supports used for communication with people with hearing disabilities (the SVisual service, induction loops and the Visualfy visual alert system); visual disabilities (with NaviLens codes and tactile floor guidance bands); and people with comprehension limitations, through documentation and forms in Easy‑to‑Read and/or Plain Language.
The renewal of the UNE 170001-2 certificate also notes that the Accessibility Policy is published in the Official Gazette of Navarra (BON) and is publicly disseminated on the OAC website, also in Easy‑to‑Read format, LSE and Basque.
It highlights the fact that the OAC continues to carry out “mystery client” simulations with people with different disabilities, with very satisfactory results. It also stresses the importance of the videos published on YouTube with tips and practical examples on how to interact and communicate with people with different disabilities, which are used in staff training and are openly available to OAC staff, Government of Navarra staff and all citizens, along with other relevant accessibility documentation.
Source: navarra.es
