Context
In recent years, the expansion of digital public services has significantly increased citizens’ access to administrative procedures. However, this progress has also revealed structural challenges: fragmented digital channels, dispersed personal areas, inconsistent user experiences, duplicated documentation requests, and complex administrative language. These barriers particularly affect vulnerable groups and risk widening the digital divide. To address this institutional priority, the Government of the Principality of Asturias designed miPrincipado, a new unified and user‑centric digital relationship model between citizens, businesses, and the Administration.
Objectives
The project pursues three core objectives:
- reducing administrative burden by eliminating documentation redundancies and simplifying procedures;
- improving accessibility and inclusion through intuitive interfaces, clear language and a cross‑device experience;
- providing a coherent, personalised, and proactive digital interaction, helping citizens understand and manage their administrative needs from a single point of access.
Implementation
miPrincipado is built as a shared relational infrastructure integrating identity, personal areas, notifications, signatures, document repositories, and sectoral systems. Its implementation has followed progressive phases: conceptual CRM‑based design, interoperability architecture, functional deployment of the personal area, integration of justice systems, and federated unification of personal folders. The platform enables centralised access to administrative information, real‑time tracking of procedures, reused documentation, and streamlined services for both citizens and businesses. Continuous monitoring through data analytics guides decision‑making, ensuring efficient use of resources and sustained evolution. Today, miPrincipado has consolidated itself as the main digital gateway of the regional administration, delivering measurable impact and a human‑centred public service model.