Navarra Promotes a Citizen Service Model Built on Proximity and Clear Communication
The Government of Navarra held the first Conference on Clear Communication in Citizen Services in Pamplona / Iruña, organized by the Directorate General of Presidency, Open Government and Relations with Parliament, under the Department of Presidency and Equality. The event took place in the Pinaquy Hall, located in the former Salesas convent and current headquarters of the Pamplona District Association.
The conference, under the slogan “New forms of in-person and telephone citizen service,” addressed the latest innovations that the regional government is implementing in the field of citizen service. The model is based on accessible, inclusive and people-centred solutions, aligned with the commitment to achieving clear communication in the Administration that guarantees everyone’s right to understand.
The event was opened by the Director General of Presidency, Joseba Asiain, who emphasized that “clear communication is not just a matter of efficiency, but a basic right of citizens.” “It is not enough to guarantee access to information; it is essential that any person can clearly understand what the administration wants to communicate,” he stressed.
For his part, the President of the Navarra Federation of Municipalities and Councils (FNMC), Xabier Alcuaz, underscored the importance of maintaining in-person and close-to-home citizen service at the local level. “If we want a cohesive and forward-looking Navarra, we must bring the administration closer to people, not the other way around,” he said, defending the principle of proximity as an essential value in institutional modernization processes.
Guaranteeing citizens’ right to understand
Throughout the conference, municipal representatives and technical staff from various town councils shared practical experiences related to the 012 telephone service, the Mobile Office and other citizen service tools. Participants included, among others, the mayor of Lodosa, the mayor of Fitero, and technical staff from Cendea de Galar and Ezcabarte. Among the audience were representatives from the municipalities of Altsasu / Alsasua, Ansoáin / Antsoain, Berrioplano, Burlada / Burlata, Cendea de Cizur, Corella, Guesálaz / Gesalatz, Huarte / Uharte, Los Arcos, Valle de Elorz / Elortzibar, Odieta, Peralta / Azkoien, Sansol, Tafalla, Valle de Ultzama and Villafranca.
One of the key moments of the event was a roundtable discussion moderated by Toya Bernad, Director of Innovation and Corporate Culture at NASERTIC, with municipal representatives, discussing two of the key citizen service resources promoted by the regional government and managed by the public company NASERTIC: the 012 service and the Mobile Citizen Service Office. Both resources have been designed to reduce territorial and technological gaps, especially in rural areas.
In addition, Elsa Sáez, coordinator of the 012 Telephone Service, presented the main advances, challenges and opportunities of this channel, which has become a highly effective tool for connecting citizens with the regional administration, enabling more personalised, proactive and accessible service.
The event concluded with remarks by Itziar Ayerdi Fernández de Barrena, Director of the Open Government and Citizen Services Department, who closed the conference by highlighting the strategic importance that clear communication holds for the Government of Navarra. In her speech, Ayerdi underscored this line of work as one of the core elements of the institutional transformation process driven by the regional government, stressing that it represents a firm commitment to a more understandable, accessible and citizen-centred Administration.
Source: navarra.es
