A new service of the Cabildo de Tenerife allows the citizens de la Isla to process their digital documents free of charge before any public administration, not only the insular one. The system has been specially designed for people over 65, but it is open to everyone, including the most clumsy when it comes to using Internet tools. The objective is to provide personalized support in the negotiations.
The insular vice president and counselor of the Presidency, Finance and Modernization area, Berta Pérez, explains that the new service seeks to bring electronic processing closer to the population, especially groups with less digital training such as the elderly.
Pérez emphasizes that a pilot project for this service was launched in 2022, “with which we have attended 393 people to learn how to use electronic processing from the hand of a technician, a much faster and more efficient system than any other », since it allows you to carry out all kinds of procedures from any site with an Internet connection.
A great demand
«This is a highly demanded service with which we also seek to bring the administration closer to the elderly, who can count on this support to manage requests before any public administration in Canary Islands and the rest of Spain”, points out the counselor. It adds that this service is already available, by appointment, in five of the eight Citizens’ Attention offices of the Cabildo de Tenerife. In the three smallest, it is expected to be a reality over the next few months.
El Día verified the operation of the service in the office located on the ground floor of the Insular Palace. There, an official, Lidia, assisted users who needed to process documents and wanted to know the digital way to do so.
The Cabildo de Tenerife Citizen Attention service, which in 2022 served 218,761 people, once again revalidated the outstanding award, after obtaining an average score of 9 out of 10 in the surveys carried out on all those who required information and nearly 4,000 responded. users. Face-to-face care reached 36.6%, telephone assistance 36.8% and electronic assistance 25.5%. The calculation is that a quarter of the population will maintain their option for presence. The electronic response from the island administration barely reached 15% of the total before the pandemic and today it already amounts to 73%.
The largest number of procedures carried out in 2022 corresponded to the electronic certificate or the permanent key with 43,842, the Ten+ card and documentation for other administrations.
Berta Pérez, accompanied by the insular director of Modernization, Daniel gonzalezannounced the new improvements for 2023 and the results of this service, which last year served 25,604 more people, a 13.6% increase, than in 2021.
Pérez appreciated the effort and work of the personnel that make up the unit. She personalized it in the Head of the Service, Maite Covisa, present in the room. Last year Covisa received the Outstanding Woman of the Public Sector excellence award from the Novagob Foundation, a recognition that sought to give visibility to the role of women in the process of transformation and innovation in the administration.
Reference Administration
Berta Pérez has an idea: “We have become the reference administration in citizen care.” The counselor emphasizes: “We have managed to ensure that the people of Tenerife find in the Cabildo the support to manage their electronic procedures, regardless of the administration with which they have to relate: state, regional or local.” She insists that “what is not measured cannot be improved.” Hence the consultations with citizens.
The insular director of Modernization explains that one of the most valued services is, precisely, the appointment, which was implemented for the first time with the pandemic. 85% of users are in favor of keeping it while 3% are against it and 12% are indifferent. “It is a service that works very well, with which you can make an appointment in a very short period of two days, and it has allowed us to reduce the time to be attended, from 11 minutes to less than one,” he says. He concludes: “It is not a matter of prior appointment yes or no but of well done, like the one of the Cabildo, or badly done.”
González also highlights the efforts made by the Cabildo de Tenerife to certify the quality of the service. “We are the first Canarian administration to have a Service Charter endorsed by the Aenor quality seal, in which we detail the services available and set annual targets that we will far exceed by 2022.” In addition, the Citizen Attention Service has two other certifications: EFQM+200 and UNE 170001-2, which endorse its “excellent, innovative and sustainable” management and the universal accessibility of the Island Palace office.
Prior appointment, access to the computer and personalized attention from an expert official. These are the simple steps to obtain digital autonomy when dealing with any administration. González remembers as a curiosity having aroused “the interest of the taxi drivers’ union that must comply with three different administrations.” He concludes: “It is a matter of choosing between the 50 euros from the Agency or the free one that we provide in the Cabildo.”
