This figure represents a 24% increase in just five years, averaging over 11,300 procedures managed daily. The growth was made possible by the implementation of the Barcelona Fácil Plan, a municipal initiative to modernize and streamline administration.
Residency registration procedures were the most in demand, including new registrations, address changes, and certificate requests. The Barcelona Fácil Plan has improved the usability of the Virtual Procedures Office, facilitating access to municipal services.
The Deputy Mayor for Economy, Housing, Treasury, and Tourism, Jordi Valls, highlighted the importance of agility and the use of technological systems to enhance citizen relations, stating that "Barcelona is the capital of science and technology".
60% of procedures were completed online, a record high compared to 25% in person and 15% by phone. Online procedures have grown by 48% since 2021, while phone procedures have decreased by 12%.
By thematic areas, the most requested procedures were related to residency registration (1.71 million), municipal treasury (1.19 million), and Incidents, Claims, and Suggestions (IRIS) (nearly 201,000). The 'Barcelona a la Butxaca' app has facilitated reporting public space incidents.
Citizens rate the service channels positively, with scores of 9.1 for Citizen Attention Offices (OAC), 8.7 for the 010 phone line, and 7.7 for the Virtual Office.
The Barcelona Fácil Plan led to the digitalization of 33 procedures in 2025, including residency renewals for foreigners, installment payments, and citizen initiative submissions. Social and public space occupation procedures were also digitized.
Currently, nearly 300 procedures offer real-time chat support, and over 40 forms have been revised for improved clarity and usability.
