Case study · Águilas · Region of Murcia · Spain
The Águilas store office, read out loud.
The Regional Tax Agency of Murcia has integrated NaviLens codes at its Águilas office, in the Placetón building at C/ Floridablanca 9, as part of the “store” office programme with a sub-10-minute waiting commitment.
Águilas
C/ Floridablanca, 9 — Placetón Bldg.
Store model
Renovated ATRM office
< 10 min
ATRM waiting commitment
5 layers
Door · totem · waiting · desk · screen
The institution
Regional Tax Agency of Murcia · Águilas Office
ATRM manages own and transferred taxes of the Autonomous Region of Murcia and serves taxpayers in person through a network of delegate and specialised offices across the municipalities.
The Águilas office at C/ Floridablanca 9 (Placetón Bldg.), 30880, offers help with tax forms and self-assessments —including IVTM (Vehicle Tax)—, tax information and collection, open mornings Mon–Fri (9:00–14:00) and Wed afternoons (16:30–18:30). The City Council also signed a tax cooperation agreement with ATRM published in February 2025.
This office is part of ATRM's “store” redesign —already deployed at 19 sites— with a public commitment of under 10 minutes. On top of that redesign, NaviLens adds the voice layer that was missing for people with visual impairment.
§ How the rollout was designed
From Calle Floridablanca to the counter, without asking for help.
- 01
Glass door of the Placetón building
The first NaviLens code presides over the glass door at C/ Floridablanca 9, next to the yellow opening-hours sign and the leaflet “Do you know what these colour codes are for?”. Before entering, the user hears that this is the ATRM Águilas office, its weekday morning hours and the Wednesday afternoon opening.
- 02
Ticket totem and info tablet
Inside the lobby, the digital ticket totem with the ATRM logo and the horizontal tablet on a pedestal carry NaviLens codes. Blind or low-vision users can take a ticket and check IVTM info —the voluntary deadline on screen— without asking for help, joining the same flow as everyone else.
- 03
Waiting area and numbered desks
The code also appears on the mural “Behind every [step] there is hard work, effort, committed people”, on the self-service appointment desk and on each “store” counter —screens with big yellow “3” and “5”, transparent screens, yellow back wall— voicing where to sit and what paperwork to have at hand.
§ Inside the rollout
Codes over the corporate yellows of the store office.
§ Why it matters
Accessible tax administration on the Águilas coast.
No assistance
A blind or low-vision person can enter the Placetón building, take a ticket at the totem, check the waiting area and reach the numbered desk without asking staff for help —preserving fiscal privacy and autonomy.
Store model
The rollout is part of ATRM's “store” redesign, the 19 renovated offices the agency presented as a service improvement with sub-10-minute average waits and 303,973 people served.
Replicable template
The NaviLens touchpoints —door, totem, waiting area, appointment desk and numbered counters— form, together with Fortuna, a replicable template for the rest of ATRM offices across Murcia.
§ And your headquarters?
Your office can also welcome in 42 languages.
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