Young people who request the 'digital wallet' complain about the arduous procedures to verify the identity and the technical failures of the web
A month after the opening of the call to access the cultural bonus, the 400-euro 'digital wallet' that Culture grants to those who turn 18 in 2022, young people continue to run into a technological and bureaucratic barrier to obtain it. The installation of special software, having to carry out the entire process on the same computer, having a mobile phone with an NFC card reader and waiting for the application to not be deleted once it has been made, are some of the inconveniences reported by applicants .
Although registration on the bond website is apparently friendly and intuitive, the difficulty arises when selecting a digital identification method and its subsequent signature. The options are the digital certificate, the electronic DNI for those who have already turned 18, or the [email protected], Pin or Permanent system, for those who are still minors at the time of the request.
To obtain the electronic certificate of the National Currency and Stamp Factory (FNMT), the first obstacle is the installation of the software necessary to generate keys: the configurator, the new version of [email protected] and a Java update. María Durán, responsible for the management area of the website Entre Trámites, explains that the difficulties are due to ignorance. The entire process must be done from the beginning on the same device and with specific versions of the browser. In the case of the operating system, it is recommended to use Windows. Once you have the application code, you must request an appointment in person at an Identity Accreditation Office. "This is another bottleneck because there is little availability," she acknowledges.
Mateo Romero, an 18-year-old applicant, says he manages himself very well on digital platforms and with technological teams, but acknowledges that the process has exceeded his abilities and he has had to seek external help. The Cibervoluntarios Foundation, which has created tutorials to guide young people through complex procedures, has exponentially increased attention to children and parents. According to its project manager, Ángel Sola, the security controls of the websites and programs are not like those of the applications to which they are accustomed. "Training in the tools and concepts of public management is needed," he points out.
The preferred option to apply for the cultural bonus is to register with [email protected], the system that allows you to create a unique password for procedures with the Administration. The most requested alternative is verification by video call. But given the high demand for the service, it takes time to get the attention of an operator. “Due to the heavy workload, we cannot serve you in a reasonable time. Please try again at another time”, repeats the service insistently.
Álvaro García, 17, recommends online authentication. “It took me almost a week to get it. I tried it at different times until the day was exhausted and I had to go back in the next day. In the end I have registered in Cl @ ve Pin and you can sign when you log in », he recounts.
Other young people have not found it so easy. Pilar Conde, 17, had to go to an office in person to obtain the Permanent [email protected] and thus be able to request the voucher. "It is faster to get a job and earn 400 euros than to access the bonus," says Mateo Romero ironically about the cumbersome application process and the long wait to receive it.
When the documents have been uploaded, the problems continue. Either due to errors on the web or because the request already sent is deleted, according to the young people. Culture ensures that several help channels have been enabled to offer technical solutions. But those who have tried, report that it is difficult to get them to answer the phone or by mail.
In case of opting for authentication by sending an invitation letter, which contains the necessary Secure Verification Code (CSV), the response should reach the fiscal domicile registered in the census within seven working days. However, according to María Durán, this is another inconvenience since the address of the house to which it must be sent is often unknown. "Sometimes the letter never arrives because the database is out of date and the application process is restarted," she notes.
Culture explains that, as in any granting of public aid, the Administration must process them "after identifying the applicant and with the relevant controls." He estimates that it will be in September "when the aid begins to become effective."