Case study
A 21st-century City Council: Digital transformation of Social Services
The City Council of Valencia, committed to the well-being of its citizens, embarked together with Virtual Desk on a strategic project to modernize and transform the management of Social Services, moving towards a more efficient, accessible and people-centered model.
The initiative responds to the real need to unify information, improve coordination between municipal areas and offer a comprehensive view of each citizen through a single electronic Social History, also contributing —in a complementary way— to coordination with health services when necessary, without losing the social focus.
This success story demonstrates how technology, when applied correctly, boosts the quality, accessibility, and sustainability of social services in a large urban environment like Valencia.
+ 5M €
In annual costs
90%
Prolonged delays
100%
Lack of interoperability
Valencia was in the midst of a digital transformation process and needed to take a decisive leap to modernize a fragmented and poorly interoperable social ecosystem.
Main challenges:
- High demand for social services: The size of the population required agile, scalable and efficient processes.
- Lack of digital integration: Existing systems did not allow for smooth coordination between professionals or between departments.
- Structural delays: Up to 90% of cases were processed late.
- Annual costs exceeding €5M resulting from obsolete systems and manual processes.
- 100% lack of real interoperability between tools and databases.
- Inclusive care: The need to guarantee accessibility and adaptability for all groups, especially older people, vulnerable families and citizens in situations of dependency.
Virtual Desk designed and implemented a comprehensive Single Social History platform, focused on municipal Social Services and capable of evolving with the city.
Main components of the solution:
- Centralized cloud platform: A unique system that integrates all municipal social information, allowing effective coordination between professionals and streamlining case management.
- Automation of key processes: Intelligent management of appointments, resources, referrals and tracking of social files.
- Accessible and intuitive interfaces: Designed for professionals and citizens, with special attention to digital inclusion.
- Interoperability with other municipal and regional systems, facilitating, when necessary, the connection with complementary health information —without mixing areas or databases—.
- GDPR compliance and enhanced security: Total protection of sensitive social data through advanced technical and organizational measures.
With Virtual Desk, we have taken a decisive step in modernizing our Social Services, achieving a more connected, inclusive Valencia, better prepared to respond to the real needs of our citizens.
Our platform guarantees accurate, real-time data exchange between institutions, improving reliability and providing a more efficient service for dependent individuals.
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