Case study · Fortuna · Region of Murcia · Spain
A store tax office, read out loud.
The Regional Tax Agency of Murcia has integrated NaviLens codes at its Specialised Office in Fortuna, as part of the “store” office programme that renews in-person taxpayer service with a sub-10-minute waiting commitment.
Store office
Renovated ATRM model
Fortuna
C/ Carmen Conde, 2 — 30620
< 10 min
ATRM average waiting commitment
5 layers
Door · totems · counter · desk
The institution
Regional Tax Agency of Murcia · Fortuna 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 Specialised Office in Fortuna at C/ Carmen Conde 2, ground floor, offers help with tax forms and self-assessments —including IVTM (Vehicle Tax)—, tax information and collection, open mornings Mon–Fri and Wed afternoons.
This office has joined ATRM's “store” model —an integral redesign of space and service flows 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 the door to the counter, without asking for help.
- 01
Entrance door announced
The first NaviLens code is placed at the height of the “AGENCIA TRIBUTARIA · REGIÓN DE MURCIA” sign on the glass door at C/ Carmen Conde 2. Before pushing it open, users hear they are at the ATRM Fortuna office, its hours and available services —including the new IVTM deadline notice when applicable.
- 02
Ticket totem and survey totem
Inside the lobby, two black totems carry NaviLens codes: the ticket totem with the ATRM logo and the horizontal opinion-survey tablet (“Your opinion matters to us!”). Blind users can take a ticket and leave feedback without asking for help, in the same flow as any other taxpayer.
- 03
Numbered service desks
Each desk of the “store” model —screen with big yellow “3”, transparent partition and white counter— carries its own NaviLens code, together with the side screens of each work area. The system identifies which desk to go to and, once seated, announces IVTM procedures and paperwork.
§ Inside the rollout
Codes over the corporate yellows of the store office.
§ Why it matters
Accessible tax administration in a rural town.
No assistance
A blind or low-vision person can enter, take a ticket, leave feedback and locate the right 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.
Replicable template
The NaviLens touchpoints —door, ticket totem, survey tablet, partition and big-number counter— work as a replicable template for the rest of ATRM offices across Murcia.
§ And your headquarters?
Your office can also welcome in 42 languages.
Tell us about your building, your services and your visitors. We’ll show you how NaviLens would make your office truly accessible.
