The Madrid City Council has taken another step toward the digitalization of its services, launching a new telematic assistance tool that aims to improve the accessibility and efficiency of urban planning inquiries. As of Wednesday, June 11, citizens, professionals, the self-employed, and companies will be able to use Microsoft Teams to request virtual meetings with staff from the Agency of Activities.
This development will be especially focused on inquiries regarding urban planning information, discipline and sanctions, promoting a more dynamic environment for administrative procedures. Users will not only be able to share documentation in real time, but also benefit from simultaneous translation and subtitles, thereby increasing accessibility for people with hearing disabilities.
The process to access this service is simple: through the institutional portal www.madrid.es or Línea Madrid, you will be able to request an online appointment. Once confirmed by email, users will access the meeting through a provided link.
Since its initial implementation in 2020, the telematic service of the Citizen Services Office has seen a notable increase in inquiries. From 7,329 inquiries in its first year to more than 14,350 in 2024, the numbers reflect the growing preference for digital channels. This increase is attributable to the adoption of new technologies that facilitate interaction between citizens and the Administration.
According to the Management Report of the Agency of Activities, to date a total of 67,416 online inquiries have been resolved, which demonstrates the importance of identifying digital solutions to meet citizens' needs, especially in a context where efficiency and time are essential.
With this initiative, the Madrid City Council not only aims to speed up responses to urban planning inquiries, but also to remove physical barriers, enabling citizens to carry out their administrative tasks from anywhere. This new approach to service delivery represents a fundamental advance toward a more modern and inclusive administration, in line with the current needs of society.
