SANTA CRUZ DE TENERIFE, Jan. 18 (EUROPA PRESS) –
The second vice president and counselor of the Presidency, Finance and Modernization area of the Cabildo de Tenerife, Berta Pérez, highlighted on Tuesday the high degree of satisfaction of the users of the Citizen Attention Service who have valued the attention with an outstanding (9 out of 10) provided by the staff of the Cabildo in 2021.
Some data that, as he explained, “are the result of the effort made by the staff of the Cabildo and by the current island government to improve the service to citizens and adapt it to the new needs and restrictions imposed by the pandemic.”
This was stated during the presentation, together with the insular director of Modernization, Daniel González, the results of the Citizen Attention Service in 2021, in which a total of 193,166 people were attended, which represents 5% more compared to 2020 .
Berta Pérez assured that the results of the satisfaction survey, in which 2,917 people participated, are great news that “allows us to gain momentum to continue improving and advancing in the development of a process started in 2020 within the Modernization Plan and with the which is intended to provide the Cabildo with a much more advanced model of attention to citizens”.
During her speech, the minister also highlighted the fact that the Citizen Attention Service recently obtained two certifications, such as the EFQM+200 certificate and the UNE 170001-2 certificate, which endorse its “excellent, innovative and sustainable” management and the progress made in terms of universal accessibility, both physical and in relation to communication.
“These certifications are a point and followed in the work that we are going to continue doing to enhance citizen attention. Among other improvements, the number of communication channels that we have for citizens will be expanded and the integration of the same information in each one Right now we have three channels – telephone, electronic and face-to-face – and we want to implement mobile applications, social networks, chatbot or instant messaging, for which we are already working,” he explained.
Another of the novelties that they want to introduce is related to the provision of a personalized service, so that when a citizen contacts the Cabildo, their circumstances are known in order to better help them and act proactively.
At the same time, it seeks to segment the information and adapt the language, according to the group to which the person served belongs.
“You cannot serve a young person in the same way as an older person or a businessman or a fellow. We have to direct the channels to these groups,” he explained.
SERVICE RESULTS
Regarding the results of the service in 2021, Daniel González highlighted the significant increase in electronic registrations compared to face-to-face registrations, going from only 15% of presentations in the electronic registration in 2019 to reaching 70% in 2021.
The main subject of consultation, both in telephone and face-to-face assistance, has been the electronic processing, specifically the procedure for obtaining the electronic certificate and the permanent keys.
On the other hand, the insular director of Modernization influenced the good results of the prior appointment system established by the Cabildo with which waiting times have been reduced, of just over a minute, and punctuality improved.
One of the reasons for this success refers to the time it takes to make an appointment, which in the case of the island corporation is reduced to just over a day.
