During 2022 the User Center (CAU) of the AOC has received more than 70.000 support requests, almost 6.000 more than the previous year, of which 80% of everything that enters is managed between the first and second level of the CAU.
The AOC's support service periodically collects the assessment of users through surveys that evaluate the telephone service or the management by electronic form. With the information and analysis of the 20.000 surveys received, we propose continuous improvement proposals to make the CAU a quality and close service.
The average rating of the CAU is excellent, above 9.
Telephone support receives a rating of 9,6
The CAU received 50.000 calls in 2022 of which 97% were taken care of. Of the total number of calls attended, 93% of these calls were hung up before 20 seconds of waiting.
The methodology used to evaluate this channel is through a short question that is evaluated on a scale of 1 to 5 at the end of the call. As you can appreciate this channel is highly valued for its speed and human attention, since it has received one average score of 9,6 about 10.
In addition, it should be noted that more than 4.000 ex officio outgoing calls have been made to speed up the resolution of requests.
81% of people are satisfied or very satisfied with the attention to requests
To assess the degree of satisfaction with the care received, once the management of the request has been concluded, an email is sent that includes three quick questions, regardless of the channel of entry of the request:
- Would you recommend the AOC Consortium support service to a colleague or friend? (0 to 10)
- How do you rate the knowledge of the agent who served him/her? (0 to 10)
- Do you think your request has been resolved? (0 to 10)
From these surveys it is extracted that the 81% of people who use the AOC support service are very satisfied or satisfied, two points above the year 2021. In this case, we used the Net Promoter Score methodology (the most used in the private sector) adapted to the public sector according to the study "Adapting Net Promoter thinking in public sector organizations". This is the general methodology used by the AOC. More information: Methodology for evaluating satisfaction in the use of digital public services – Consorci AOC
Evaluate to improve
The final objective of the public administration is to offer services that respond to the needs and expectations of the users. For this reason, from the AOC we systematically evaluate the perception of satisfaction of citizens and public administration staff for all services.
