Digital transformation in Baja California: innovations led by the state’s Digital Agency

At the Smart City Expo Latam Congress in Puebla, Gabriel Palomo—Director General of the Agencia Digital de Baja California—represented the state’s digital transformation agenda. He highlighted the progress achieved by the state government through its digital agency, established in 2022, which has rapidly expanded digital access to public services across more than 20 state departments. Since mid‑2022, digital services grew from around 61 to over 200 available services, with more than 20,000 transactions completed and an average satisfaction rating of 4.5 stars. The agency implemented three core components: a virtual one‑stop portal (“ventanilla única”) for procedures, a citizen support system called MUAC (Modelo Único de Atención Ciudadana), and a mobile/web app “Identidad Digital BC” enabling digital IDs such as driver’s licenses and vehicle registration cards. These tools are designed for 24/7 accessibility and to streamline bureaucratic processes, reduce paper use, and boost revenue by nearly 200%. The state has set a target of eliminating paper-based services entirely by 2027. Palomo emphasized overcoming resistance to internal change, while the governor stressed that digitalization frees citizens’ time for more meaningful activities. Baja California aims to serve as a model for efficient, transparent, user‑centric digital governance.