Prat de Llobregat City Council offers a telephone service intended to help citizens and companies to carry out electronic procedures. This service improves the quality and effectiveness of processing assistance, which is provided in a comprehensive, immediate and personalized way.
The increase in the use of electronic processing has highlighted the problems that many people have when it comes to understanding and using digital services. As a result, citizen attention services are often overloaded with requests for support and resolution of incidents.
To deal with this problem, the city council has enabled a telephone service through which it offers personalized assistance during the online process, helping to install a digital certificate, fill out an application or attach documentation.
This best practice is published inDigiCanvis Observatory.
How does the service work?
This is an external telephone assistance service (OAC360º service), in which a team of agents specialized in public administration attend to users who have a doubt or problem when completing an electronic procedure.
The service is provided from Monday to Friday, uninterrupted from 8 am to 20 pm, through the telephone number or email address provided by the City Council. If you want to avoid esperes, you can request to receive a call at an agreed time using the “Call me” form.
Assistance is comprehensive and, if necessary, the service allows a remote connection to the user's computer to resolve incidents.
Finally, the service provides activity data, through a monthly report that facilitates the analysis and detection of improvements in municipal procedures. These indicators are published on the portal of Transparència, OAC 360º activities panel.
What benefits does it bring?
- Reduction of face-to-face attention. The high effectiveness of the service helps to eliminate the procedure of prior appointment and to decongest the public assistance offices.
- Data-driven decision making. The monthly analysis of the service indicators, on the incidents dealt with, the problems raised by citizens or the perceived quality, allows conclusions to be drawn and the electronic processing services to be improved.
- Promotion of digital training. The service provides citizens with the necessary tools to understand the resolution of their problem and to carry out electronic procedures with any public administration.
The service has been in operation since November 2020 with very good results: this year the average rating of the citizens served is 4,40 out of 5, with a total volume of more than 16.000 assistances.
You can find out the key aspects to take into account to implement this initiative in the file Telephone service for assistance and support in electronic processing.
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