Alcobendas was one of three municipalities selected by Canal de Isabel II, alongside Madrid capital and Humanes, for a comprehensive study on the difficulties faced by individuals over 65 years when interacting with the company through digital channels. More than 50 participants shared their experiences, revealing that obstacles are not only technical but also cultural, such as a preference for personal interaction.
One of the most relevant findings from the sessions held in Alcobendas and other municipalities is the clear preference of seniors for in-person and telephone assistance. Participants particularly value the close interaction and trust generated by speaking with a person, which they perceive as a differentiator compared to other utility providers.
Following these conclusions, Canal de Isabel II has announced a reinforcement of support measures for this demographic. Planned actions include adapted training initiatives and workshops, personalized assistance for online procedures, and outreach campaigns through traditional media and talks at senior centers, such as those already existing in Alcobendas.
Another key point from the study is the demand for clearer and easier-to-understand bills. Participants requested documents with simpler language, less technical jargon, and larger fonts to aid readability. This request highlights the need for public services to speak the language of all their users.
Since 2023, Canal de Isabel II has already implemented preferential service without prior appointment for individuals over 65 years at its commercial offices, a well-received measure that removes a significant barrier for those unfamiliar with online booking platforms. The selection of Alcobendas for this study underscores the company's commitment to digital inclusion and actively listening to its users.
