There is nothing more petty than trading with misery, the desperation of people. With the pretense of optimizing relations between the Public Administration and citizens, different telematic citizen service spaces have been set up.
For many people it represents a great obstacle (lack of training, insufficient means...) to communicate with public services through these telematic channels, being forced to depend on third parties to present a simple request or carry out routine procedures with solvency.
But the most painful thing is when the exclusion of technology (especially significant in people with some disabilities) does not occur because citizens have difficulties that prevent them from making correct use of technology, but because the technology is designed in an exclusionary way.
Therefore, technological advances cannot contribute to building new situations of vulnerability. On the contrary, they must guarantee essential rights that assist citizens. But what happens when the Public Administration loses control of the computer platform that it has enabled for a large part of the telematic appointments linked to immigration procedures?
Well, a black market is consolidated that takes advantage of the need of the people affected by these situations. Black market, which finds its food in the resale of appointments that is articulated through the internet, call centers, WhatsApp groups, social networks, etc. However, far from receding, this worrying situation extends to other public horizons (employment, registries, traffic...), replicating the model without any signs of change.
In-person care cannot be doomed to extinction. It is essential to ensure it in order not to generate disaffection and harmful uprooting in the work of public services. Without direct contact and skin, the services derive in dehumanized processing units stripped of their nature.
We are in the middle of an election campaign. All parties preach the needs of social inclusion. They tell us about improving the management and organizational entrails of the administrations. Let's see if they reflect on this issue... In the future Administration they propose, will computer systems, artificial intelligence chats be able to replace workers?
