MUFACE’S NEW WEBSITE IMPROVES THE ATTENTION TO MUTUALISTS

The web, essential to inform the mutualistic collective

The MUFACE web portal - the latest version of which dates back to 2018 - is the main information vehicle for the mutual collective about the services and benefits of the agency, as well as the way of entry to the electronic headquarters, where they can already carry out a large number of digital procedures. The website receives an average of 6.5 million visits per year.

Now, the Recovery, Transformation and Resilience Plan (PRTR) has offered an opportunity to renew its design, within the framework of the projects of modernization of public administrations and digital transformation of the Component I1 which is managed by the State Digital Administration Agency (AEAD), within the Ministry for Digital Transformation and Public Service.

The page is renewed in an institutional format of public service in line with other public bodies and ministerial departments, while safeguarding the specificity of MUFACE as a manager of health and social services.

New design, designed for public service

The new page offers a simpler and clearer graphical framework, which improves the browsing experience, usability and accessibility. Its adapted (“responsive”) design also allows it to be consulted on mobile devices in an optimal way.

Regarding the contents, it maintains for the most part the organization of the previous portal, but improves access to the contact channels with MUFACE -for example the Enquiry Form, which is the recommended way- and the search for contents, highlighted on the home page. Contents such as Health Emergencies or Temporary Incapacity (IT) that had been claimed by mutualists in their suggestions appear on the front page with direct access.

The collective of MUFACE is varied, and although the new and new mutualists have already acquired digital skills, the objective of the new design is to facilitate the use of the web to those who are not so familiar, thus contributing to reduce the digital divide, which is one of the strategic objectives of the Mutuality and its commitment to multi-channel.

Design, migration and production team, contributions

The new website is the result of the teamwork of MUFACE, the company responsible for carrying out the technical part based on the contract signed under the PRTR, and the State Agency for Digital Administration (Ministry for Digital Transformation and Public Service).

In this process, the contributions of the employees and public employees of MUFACE, of Central Services, as well as of provincial offices, and of the Information Office to Mutualists, who due to their proximity to the collective know better the preferences of the users.

The mutualists have also been able to contribute to the improvement of the service through the channels provided for it, and their contributions have been and are a great added value. Your contributions will continue to be well received through the specific channel of Suggestions of the Mutuality.

Usage and valuation data of the mutualists

The content of the MUFACE website is accessed annually by an average of 3 million users, who make an average of approximately 6.5 million visits in the same period. This average was greatly exceeded, for example between 2020 and 2022, due to the pandemic, a stage in which more than 8 million sessions and more than 5 million users were reached.

Regarding the device used, 56.52% have accessed it in the last year through a mobile phone and 42.84% have done so through a personal computer, while 1.88% did so using a tablet.

The average daily figures for the most important dates of the approval procedure for the current Health Care Concerts (national and for external mutualists) have also been significantly exceeded. Thus, when on November 5, 2024, the result of the tender of the contest was reported, which was deserted, there were 150,000 page views, and on April 30, 2025, the day before the entry into force of the National Assistance Concert, there were more than 171,000 views, compared to 16,000 on the same day of the previous year. The figures show that, as intended, it is a living instrument.

Among the communication and information channels, the one on the web is especially valued by the mutualists in the surveys carried out, being the primary vehicle to access the information, either through computer or through mobile device. As early as 2022 they expressed, via a survey, that the web was the preferred vehicle to search for information in 75%. People over 75 years of age expressed this preference at 62%.

This has been evidenced in the surveys carried out on new mutualists every November or in all those in which mutualists have been consulted on specific facets of benefits.

The website that is made available to everyone today is a public service tool that has been made, in short, thinking of the people who use it daily to inform themselves or contact them, in view of the data and evidence about its use and the valuations of the people who trust it daily.