A team of more than 80 professionals from Magtel’s Digital Transformation Business Unit provides specialised support for essential and highly sensitive public services on behalf of Sandetel.

Magtel, through its Digital Transformation Business Unit, delivers professional second-level monitoring and specialised support services for various departments and public bodies of the Regional Government of Andalusia on behalf of the Andalusian Telecommunications Development Agency (Sandetel). This service combines technical expertise, functional specialisation and a close, rigorous and responsible approach in areas that have a direct impact on people’s lives.

“Technology reaches its full value when it helps us listen to, guide and support people more effectively.”

The team, led by Rafael Herrador, brings together more than 80 specialised technical and functional professionals. Their work requires responsiveness, continuous updating, coordination with the responsible public bodies and, above all, sensitivity when dealing with queries related to dependency care, children and young people, older people, disability, equality, gender-based violence, housing, employment, consumer affairs and e-government services.

A network of specialised public services

The scope of the contract covers a wide range of services related to general information and digital administration, including the 012 citizen service, ICT support for administrative procedures, electronic identification and digital signature, as well as assistance in areas such as taxation, housing, consumer affairs, connectivity and digital skills, employment, industry, energy, the environment, universities and innovation.

The service also includes social support and guidance related to children and adolescents, suspected cases of abuse, domestic violence, care for older people and people with disabilities, management of the Tarjeta 65 programme, support for situations of unwanted loneliness and the processing of dependency files through the “Tu Turno” appointment system.

In the field of equality and women’s protection, the team supports equality and work-life balance initiatives, online training programmes, collaborative networks, the Excellence Mark and the Andalusian Observatory for Non-Sexist Advertising. It also provides specialised legal guidance on gender-based violence through telephone and digital channels.

The service portfolio further includes activities related to economic development, energy and tourism, providing assistance for Andalucía TRADE, information on efficient energy use through OLTEAN, and tailored guidance on tourism activities, services and establishments.

In addition, the contract covers the ongoing development of digital services through the administration of GAIA CRM, user, permissions and integrations management, resolution of second-level incidents, functional analysis, process automation and the implementation of artificial intelligence solutions. These activities are complemented by data analytics, performance metrics, continuous improvement initiatives and compliance with data protection regulations.

Digital transformation with purpose

This activity reflects Magtel’s vision of applying innovation and technology to improve resource efficiency and contribute to people’s quality of life. The company approaches these services through a culture of quality and continuous improvement, built upon principles of integrity, leadership, flexibility, people development, solidarity, safety and commitment to both clients and citizens.

In a public service environment, digital transformation goes beyond platforms and communication channels. It also means clear processes, reliable information, accessibility, data protection and professionals capable of adapting their response to each individual need. The team turns this purpose into a service experience that is understandable, effective and fully coordinated with the public administration.

A social commitment that continues through Fundación Magtel

This people-centred approach extends to the work of Fundación Magtel, which promotes initiatives aimed at building a more inclusive and sustainable society. Its areas of action, including employability, social action, social innovation and international cooperation, are closely aligned with the essence of these services: creating opportunities, reducing inequalities and ensuring that technology and knowledge reach those facing the greatest barriers.

Professionalism, proximity and responsibility

The size of the team and the diversity of the areas covered require strong management, but the true differentiating factor lies in the people behind the service. Each enquiry may be linked to an important decision, an urgent administrative procedure or a situation of vulnerability. For this reason, the service relies on qualified professionals who combine technical expertise, in-depth knowledge of public procedures and a genuine commitment to helping citizens.

Working with Sandetel and in coordination with the bodies of the Regional Government of Andalusia, Magtel contributes to strengthening a multichannel service model that brings public services closer to citizens, improves responsiveness and supports Andalusia’s digital transformation from a human-centred perspective.

About Magtel

Magtel is a Spanish technology-based company that develops solutions in energy, environment, telecommunications, infrastructure, railways, building construction, industry, digital transformation and ICT services. Innovation, sustainability, continuous improvement and professional talent guide its activity.