The Governing Board of the Santa Cruz de Tenerife City Council has approved a new contract guaranteeing the maintenance of the Encólate platform until 2029. This tool is essential for organizing in-person services at the Citizen Information and Service Offices (OAIC), allowing residents to book appointments and avoid unnecessary waits. The budget allocated for this service amounts to 71,647 euros.
“"The Encólate Platform is a key tool in organizing in-person services, allowing citizens to book appointments for procedures and contributing to optimizing the functioning of municipal offices, avoiding unnecessary waits and improving service quality."
The councilor responsible for the area, Purificación Dávila, highlighted that this technological investment is part of a digital transformation strategy for the municipal service model. Data from 2025 shows a decrease in in-person registration activity, offset by an increase in procedures carried out through the electronic headquarters, indicating a shift in citizen interaction with the administration.
For the first time, the volume of electronic incoming registrations surpassed the in-person channel in 2025, with 80,631 entries. In-person service figures at the OAIC show a declining trend, from 85,768 services in 2022 to 72,477 in 2025, with a rebound in 2024. This behavior is attributed to the transfer of users to increasingly consolidated online channels.
The City Council has implemented various digital tools in recent years to facilitate interaction with citizens. These include the electronic headquarters for processing applications and certificates, multifunction kiosks operational since January 2023, and a chatbot on the municipal website (www.santacruzdetenerife.es) launched in May 2023 and expanded in November with services via WhatsApp for certificate requests.
Furthermore, the City Council continues to offer complementary service channels, such as the telephone service via 010 and 922 606 010, as well as administrative platforms like ORVE and SIR, ensuring multichannel service adapted to the needs of citizens.
