A recent piece by Roney Lima do Nascimento highlights a critical flaw in how services are evaluated: the exclusion of citizens unable to access them digitally. While services may report positive results based on user engagement, this data fails to account for those left behind due to lack of access or digital literacy. The article stresses the importance of looking beyond successful digital interactions and considering the experiences of those who cannot initiate them. This blind spot can create a skewed understanding of service effectiveness and exacerbate existing inequalities. A comprehensive evaluation requires acknowledging those “invisible” citizens, and addressing the barriers preventing them from participating. Failing to do so risks leaving vulnerable populations further marginalized in an increasingly digital world, particularly in Venezuela.