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The AOC, as a service provider to more than 2.250 public bodies in Catalonia, as well as also to more than 3 million citizens the almost 100.000 companies (according to data from this past year) applies a proactive policy of communicating incidents and planned interventions in different ways and channels.
In this sense, although this 2024 closed the year with a availability of its services of more than 99%, the AOC occasionally experiences incidents and service outages as a result of scheduled interventions to carry out maintenance tasks and implement improvements to services. In these cases, the AOC proactively communicates these interruptions to its services to users (public administrations, citizens and companies).
How do we report our incidents and interventions?
The channels used are the following:
- Incidents and/or service outages that occur:
- When the incident is detected:
- Sending an email to all those people who have subscribed to the section's alert channel Status of services, with a description of the incident, the effects that occur and the expected resolution.
- Publication of the same alert in the section Status of services
- When the incident is resolved:
- Sending an email to all those people who have subscribed to the section's alert channel Status of services, with the resolution information.
- Update of the publication of the alert in the section Status of services, indicating its resolution.
- When the incident is detected:
- Scheduled interventions:
- Between 30 and 15 days before the intervention:
- Publication of a post in our newsletter informing of dates, affected services and communication measures taken.
- Sending an email to all those people who have subscribed to the section's alert channel Status of services, with the description of the incident, the effects that will occur and the dates of the incident.
- Floating informative screens for the different services affected, both public (citizens) and at the publishing level (management portals with access from EACAT).
- Sending an information message from EACAT to all user entities of the affected services (in case of impacts considered substantial).
- When the intervention ends:
- Update of the publication of the effects in the section Status of services
- Sending an email to all those people who have subscribed to the section's alert channel Status of services, with the information on the completion of the intervention
- Deactivation of the information floating screens in the different affected services.
- Between 30 and 15 days before the intervention:
Why do we proactively report it?
Communicating service incidents and interventions is key to:
- Keep information updated: Users receive real-time information about incidents, allowing them to be aware of the situation and adapt accordingly.
- Proactivity: Notifying users proactively demonstrates that the AOC is monitoring services and taking steps to solve problems, which generates trust.
- Uncertainty reduction: Users don't have to worry about missing information or actively searching for updates. This reduces stress and frustration.
- Greater coverage: Using multiple channels ensures that information reaches the largest possible number of users. This helps ensure that everyone is well informed.
- Improvement in satisfaction: Proactive, multi-channel communication demonstrates that the AOC cares about keeping users informed, which can improve satisfaction and trust.
- Prepared: Advising in advance allows users to prepare for scheduled interventions, minimizing the impact on their activities.
- Reduction of queries: When users are well informed, they are less likely to contact support for information, which reduces staff workload, allowing staff to focus on resolving the problem.
- Rumor prevention: Official communications help prevent the spread of rumors and misinformation, ensuring that users receive accurate data.
The main value of communicating incidents to users is minimize impact through transparency, ensuring they are well informed and prepared for any disruption and improving their satisfaction.
If you want to be aware of any incidents or service outages, subscribe to our alert channel: Status of services.