The digital transformation of public Administration in Spain is advancing, but simplicity for citizens remains an unmet goal. Despite the growing implementation of tools like Cl@ve, digital certificates, and electronic signatures, a significant portion of the population still encounters difficulties. A report by Red.es and the National Observatory of Technology and Society (ONTSI), titled 'Digital Society 2026 (2025 Data)', reveals that in 2025, more than four out of ten Spaniards (43.7%) had to travel to an office to finalize procedures they could not complete online due to failures in the digital process.
The study, which analyzes the evolution of digitalization in the country, points to a paradox: although citizens increasingly use digital channels to communicate and conduct transactions, improvements in ease of use are not widespread. Only 50.6% of respondents consider these procedures to be "quite" or "very" easy and fast, a perception that has worsened compared to two years ago. This loss of confidence occurs at a time when the Administration is accelerating the adoption of digital services.
The greatest difficulties arise in procedures involving the exercise of rights or direct interaction with the Administration, such as applying for public aid. The report details that only 42.3% of the population feels completely autonomous in applying for subsidies or aid online. This percentage drops to 48.1% for submitting claims or complaints, and to 54.1% for downloading official forms, indicating that nearly half of citizens require support for relevant administrative procedures.
In contrast, over 80% of Spaniards claim to manage without help when searching for information, communicating, using social media, or shopping online. Administrative tasks continue to be among the activities that generate the greatest technological dependence.
Sancho Lerena, executive director of Pandora FMS, highlights that the current challenge is not just digitalization, but ensuring the correct functioning of services. "Digitalizing poorly is not digitalizing," he states, emphasizing that an administration that forces a return to the physical counter after online failures is not truly digital.
Despite these difficulties, the report does not indicate a general decline in digitalization in Spain. Society is increasingly accustomed to digital tools, with a high level of autonomy in most activities. More than half of the population uses the Cl@ve system, and digital certificates and electronic signatures are consolidating. However, the paradox is that while access to technology is normalizing, difficulties persist in administrative procedures that require speed and clarity.
The study also detects a slight recovery in the preference for in-person service in some areas such as banking, shopping, or certain administrative procedures, partially breaking the strong digital momentum experienced post-pandemic. The challenge for the coming years, according to Pandora FMS and the Red.es report itself, is to make digital services intuitive, accessible, and reliable, by strengthening system stability and cybersecurity.
