Santa Cruz de Tenerife, 8 April. (Press Europa) –
The Cabildo de Tenerife provided assistance to over 169,000 individuals last year through the ‘Tenerife responds’ care model, which comprises a multichannel approach – in-person, telephone, video call, and digital – aimed at simplifying procedures, offering personalised information and support, as well as handling complaints, suggestions, and commendations.
This strategy has not only allowed for an increase in the volume of assistance but has also significantly enhanced the quality of the citizen experience.
The president of the Cabildo, Rosa Dávila, visited the Citizen Care Centre situated in the Insular Palace on Tuesday, accompanied by the Minister of Presidency, Administration and Public Service, Territorial Planning, and Historical Heritage, José Miguel Ruano, alongside the Minister of Citizen Care and Service Quality, Candelaria Padrón.
Rosa Dávila remarked that “‘Tenerife responds’ has established itself as a benchmark for multichannel, accessible, and inclusive care, with services tailored for the elderly, individuals with disabilities, and vulnerable groups, receiving outstanding evaluations from citizens.”
The president expressed gratitude for the efforts of all citizen care personnel “who serve as the first point of contact for many” and emphasised the appreciation shown by citizens “which is remarkable.”
Specifically, the average citizen satisfaction rating was 4.75 out of 5, while the telephone service garnered a rating of 4.88.
Furthermore, Rosa Dávila highlighted “the external certifications of excellence received by the citizen service,” as well as fulfilling the commitments outlined in the service charter, ensuring that the average waiting time for in-person assistance does not exceed 10 minutes, and that the waiting time for telephone inquiries is under one minute.
In fact, the average waiting time was recorded at just 11 seconds for phone calls, and in-person procedures ranged from 8 to 27 minutes, depending on their complexity.
The Citizen Care Network comprises eight offices spread across the island: Insular Palace, Mayor Mandillo Tejera, Santiago Martín Pavilion, La Laguna, La Orotava, Icod de los Vinos, Los Cristianos, and Güímar.
These offices are staffed by a team of 36 service managers and 4 technical assistants for the telephone service, supported by the winning company Contacttel.
The most sought-after service was the issuance of digital certificates (42,757 requests), followed by assistance with transport bonds, scholarships, documentary records, environmental matters, digital signatures, and transport cards.
José Miguel Ruano praised “the exemplary work undertaken in this area to create a closer and more comprehensible administration, which not only resolves procedures but also instils confidence, empathy, and support.”
He emphasised that “when a person is satisfied with a Cabildo office, it also enhances the perception of the institution.”
Connects more effectively
The Minister of Citizen Care and Service Quality, Candelaria Padrón, explained that the attention given to those over 65 “is one of the fundamental pillars of the Citizen Care model of Tenerife.”
In this manner, “through the ‘Citizen Attention Connects Major’ initiative, a preferential, specialised, and tailored service has been established that guarantees close, accessible, and respectful assistance to meet the rhythms and needs of this demographic.”
“Older individuals receive priority for in-person and telephone assistance, have the opportunity to be attended to without prior appointment, and are given specific support for completing electronic procedures,” Padrón stated.
In total, over 10,700 encounters were managed exclusively for this demographic in 2024.
This commitment has been recognised with AENOR certification as an ‘organisation committed to the elderly’, valid until 2026, which attests to the quality of the service provided and the model’s inclusive approach.
Additionally, citizens aged over 65 have rated this differentiated attention highly, giving an average score of 4.65 out of 5 on aspects such as ease of use, reserved spaces in offices, and assistance with digital procedures.
These measures aid in narrowing the digital divide, strengthening personal autonomy, and reinforcing trust in the island administration, as noted by the Cabildo.
Without obstacles
The citizen care model of Tenerife also incorporates specific measures to ensure universal accessibility and suitable support for individuals with disabilities, ensuring they can exercise their rights on equal terms.
The offices feature adapted workstations for individuals with reduced mobility, visual support kits such as magnifiers for those with visual impairments, and hearing loops to facilitate communication for users of hearing aids.
Additionally, all offices are equipped with the Svisual service, a video interpretation platform for sign language, allowing deaf individuals to communicate seamlessly with care staff.
These initiatives are complemented by an accessible and certified environment; both the Insular Palace and Icod de los Vinos offices have AENOR Accessibility certification until 2027, reaffirming the Cabildo’s commitment to inclusive, safe, and unobstructed care.
The system also provides specific resources for individuals with disabilities, including adapted workstations for those with reduced mobility, visual impairments (magnifier kits), and auditory disabilities (hearing loops), as well as the Svisual Video Interpreter service for sign language, available in all offices.
The Icod de los Vinos headquarters holds AENOR Accessibility certification valid until 2027.
The feedback from citizens regarding the citizen service of the Cabildo de Tenerife has been overwhelmingly positive, reflecting a high level of satisfaction.
Throughout the year, 29,692 surveys were distributed, yielding over 8,500 valid responses from both the general populace and those over 65.
Among the most highly rated aspects are in-person and staff interactions (both scoring an average of 4.75 out of 5), telephone assistance (4.88), care hours (4.63), the prior appointment system (4.59), and dedicated attention for seniors (4.65), thereby solidifying citizens’ trust in an accessible, professional, and empathetic public care model.
The Cabildo has received improvement suggestions through citizen surveys, including simplifying the language used on electronic platforms, integrating video tutorials, enhancing the organisation of online procedures, and providing additional training for personnel to handle cases more decisively without unnecessary referrals.
Moreover, there are also suggestions to expand face-to-face assistance for groups facing challenges with digital interactions.
