Of the 4.13 million transactions carried out during 2025, 60% were managed online, 25% in person and the remaining 15% by phone. Looking at the trend since 2021, transactions carried out online have grown by 48%, reaching 2.48 million.

By subject area, the most requested transactions in 2025 were those related to the municipal register (1.71 million transactions), those concerning municipal tax (1.19 million transactions) and IRIS requests (Incidents, Complaints and Suggestions), which accounted for close to 201,000 transactions. In the case of IRIS, it is worth highlighting the rise in communications made via the Barcelona a la Butxaca app, a tool that makes it easy to manage these matters from a mobile phone.

Citizens’ ratings of each of the customer service channels range from good to excellent. On the Citizen Help and Information Offices (OAC), those attended to gave a score of 9.1 for perceived quality; 8.7 for the quality of the free 010 telephone helpline; and 7.7 for the assistance received through the Virtual Transactions Office.

Barcelona Fàcil plan

The rise in the number of transactions carried out, particularly digital ones, owes a great deal to the ongoing development of the Barcelona Fàcil plan, which aims to make the Administration more efficient and accessible by simplifying procedures, reducing the time needed to complete them and cutting bureaucratic red tape. Indeed, during 2025, as many as 33 procedures that had previously been handled manually, generating paper files, were digitised. These include the renewal of residency registration for foreign nationals, the option to pay bills in instalments, the submission of citizen initiatives, transactions relating to the personal assistance service for people with disabilities, and those concerning the use of public space, such as applications for permits for cranes, scaffolding and moving.

Almost three hundred transactions can now also be handled via real-time chat with a support adviser.