The Ministry of the Presidency, Justice, and Relations with the Courts has launched the renovation and expansion of its User Support Center (CAU), a fundamental service for ensuring the proper functioning of the computer applications of the Directorate General for Legal Security and Public Faith. This strategic move aims to consolidate the digital transformation of the Civil Registry and streamline the electronic procedures carried out daily by thousands of collaborating professionals.

Soltel's challenge is not only to consolidate support for the groups that already use these platforms, but also to prepare the ground to expand the reach of these groups.

Support for the backbone of the new registration model

Functional support services are the key to sustaining systems that are critical for citizens:

• DICIREG (Digital Civil Registry): It is the most complex system and main line of business, used by the Central Civil Office, 431 General Offices, some 7,700 Collaborating Offices and around 170 Consular Offices.
• ANDES System: It allows direct electronic communication of births from hospitals and deaths from funeral homes, avoiding travel for citizens.
• Institutional communications: It provides coverage to Notaries, nationality systems, mediators, foundations and insurance companies in their mandatory electronic procedures with the Administration.

The major development in this new phase is the gradual integration of new players into the digital justice ecosystem throughout 2026. The CAU (Center for Legal Assistance) began in February to support funeral homes in registering deaths without requiring physical visits to the Civil Registry, and plans to soon extend this support to municipalities and religious entities for the direct notification of marriage ceremonies.

24-hour support and a technological leap with AI

Given the geographical dispersion of Spanish Consular Offices throughout the world, the service operates continuously 24 hours a day.

• From 6:00 a.m. to 10:00 p.m.: The majority of calls are handled (estimated at 99.88%), providing support to Spain, Western Europe, Africa and America.
• From 10:00 PM to 6:00 AM: Coverage is maintained for consular missions located in Asia, the Middle East, and Eastern Europe.

To deal with this huge volume of requests and resolve the "high level of demand" of a critical service, an ambitious plan of technological improvements is included.

The project includes a study phase to analyze the feasibility of incorporating disruptive and Artificial Intelligence tools that further streamline the diagnosis and resolution of functional and technical problems, as well as the automation of the registration and escalation of requests and incidents in the ticketing tool to provide more fluidity and efficiency to the workflow carried out.

In this new phase, the service ensures that professionals and administrations collaborating with the Civil Registry have top-level functional support from Soltel technicians, providing quality that will result in faster, safer, and paperless procedures for all citizens.