Santa Cruz de Tenerife Invests €71,000 to Expand Digital Citizen Services

Santa Cruz de Tenerife is doubling down on its digital strategy as more residents choose online services over traditional office visits. The City Council has approved a 71,647-euro investment to maintain the "Encólate" appointment system through 2029. This platform is essential for managing visitor flow and reducing wait times across the city’s eight Citizen Information and Service Offices (OAIC).

This investment reflects a major shift in how the city operates. For the first time, electronic records—totaling 80,631 in 2025—have overtaken in-person transactions. While physical office visits fluctuated over the last few years, reaching 72,477 in 2025, the clear trend shows residents are increasingly comfortable using digital tools.

To support this transition, the city has introduced several new technologies since 2023, including multifunction kiosks, a website-based virtual assistant, and a new WhatsApp service for requesting certificates. These digital options, alongside traditional phone support and inter-agency platforms, are designed to handle high demand while maintaining high service standards.

The La Granja office has been central to this effort. By reorganizing its staff, the center has successfully balanced its in-person duties with the growing volume of online requests. This operational shift is key to the City Council’s goal: providing efficient digital services while ensuring that face-to-face support remains accessible to everyone.