In our day to day we are making representations with many organisations, both public and private, and the Internet has come in part to make things easier: we should not move, with digital certificates we can verify our identity when carrying out formalities… and for the organisations the control and supervision of processes is considerably improved.

However, the internalization of this complex system is not an easy task for many. Apart from the electronic workplaces and the electronic offices of the private world, in the public sphere we have electronic offices of different levels which, in short, are a digital reflection of the public administration universe. Procedures with the City Hall (trash, circulation tax, registration, aids...), I believe that the greatest challenge is to understand the procedures with the Council (PFGR, Successions,…), with the Basque Government (related to education, health, consumption, work…), with the State, etc., and it strikes me that they do not understand the reflection of this complex system on the Internet, let us call the digital divide. The forces to bridge the digital divide are based in most cases on the technical use of residences and on the operation of digital certificates, but for many people the problem is also the very nature of the process and the lack of understanding of the meaning of organizations.

The problem is often different for different groups of people. For the elderly, the problem is not so much the understanding of the dynamics of public institutions, but it has more to do with digital transformation: what they used to do personally is now difficult to internalize the change of doing through devices and digital certificates. For many young people and foreigners, the biggest problem is understanding the system itself that is less traveled in our public system. I think the biggest challenge is this second, how we have facilitated the easy understanding of the public system beyond the technology we have at every time. Perhaps the first idea to internalize is that the reality of our society has been built upon the supervision of all our activity.