Portal de Murcia
www.portaldemurcia.com
Service Charter, according to the UNE 93200:2008, received certification in 2008 AENOR
The friendliness of the deal, the speed and immediacy of response and facilities for children are some of the highlights of the respondents
Citizen Information Office of the City of Murcia, under the Improvement Project of Citizen Services and Master Plan with the objective of a Quality Model in the management of municipal public services, designed and developed its Charter Service, which has provided information to the public to offer services that can claim the rights you have, the quality standards that the service is committed to meet and establish a system of compensation as a guarantee of service.
During the month of September, the Information Service of the City of Murcia has conducted the review and monitoring of its Service Charter.
Service Charter, according to the UNE 93200:2008, received in 2008 the AENOR certification, beyond a prestigious distinction has been established as a reference and starting point of rigor in the adoption of the model we want spread and establish it as their own at City Hall.
This certification allows users to benefit the establishment of commitments comprobales, set by stringent quality standards and associated indicators.
To hear the views of citizens, the OIC has taken place during the June service satisfaction surveys, both onsite and telephone, incorporating improved this year as the creation of a group discussion or focus group with the participation of seven service and knowledgeable people familiar with the procedures performed there.
The technical specifications for the survey is:
- Pick up telephone surveys and face-way
- Population over 16 users of the OIC.
- 487 surveys in the period 2009 to 2010
- This is a random sample
- Margin of error: +4.5% for a confidence level of 95.5% (two sigma)
- Combining semi-structured questionnaire with closed questions, open and numerical assessment.
- Scale: Maximum 10 Minimum: 1
The randomness of the surveys have allowed to know the profile of citizens who visit the office, so that they can customize or focus its features to its main user profile
- User profile: Age: 30 to 44 years (48.6%) / Sex: Female (55.3%)
- Profile of Visitors to the Office of Citizen Information: Employed persons: 23% / Unemployed: 16%
- Profile of Visitors to the Citizen Information Office: Level of Education: High 44.3% / Assiduity visit to the OIC: 2 to 4 times a year (30.5%)
Satisfaction Survey Results on various attributes:
- All attributes show an average rating above 7.
- 16 of the 19 attributes have values equal to or greater than 8.
- The most valued attribute with a 8.9 out of 10 is the kindness and consideration in the deal.
- The overall assessment that respondents place on the service is 8.51 out of 10.
The overall assessment of the office is kept constant at around a 8.5 out of 10
Using Focus Group in assessing an innovation in the public domain.
These are people, adults, who have been and know the Information Office of the City of Murcia city located in the Plaza of the Apostles.
In total seven people have been, they should know the office, have a good knowledge of the Castilian and be familiar with procedures.
Spanish (4 participants).
2 women and 2 men.
2 2 hamlet and village.
2 levels and 2 secondary education to university.
2 young and 2 aged mayores.2 office goers and 2 that have been a few times.
2 working and 2 other situaciones.Extranjeros (3 members) of the following nationalities: 1 South American, Eastern 1 home, 1 Sub-Saharan.
Results
- The OIC of the City of Murcia is the best value compared to the rest of the above.
- Perception of a shorter waiting time in the OIC in the other offices compared.
- The sense of privacy is best achieved in other offices.
Improvement Proposals
* As rated
- Kindness in the deal.
- Speed and immediacy of response.
- Facilities for children.
* Needs improvement
- Difficult to explain procedures.
- Reduced waiting area space.
- Need more privacy.
* Staff and management
- Update training for advisors
- Avoid oral inquiries from table to table
- Increasing the number of transactions managed by telephone or internet.
- Have a cultural mediator.
- Advertise more translation services and the office itself in different languages.
* Facilities
- Improving accessibility
- Replace door (Automatic).
- Have screens.
- Signage toilets.
- Dispose of newspapers, magazines, water.
- Have a table with pens
- Larger waiting area
- To identify best area to have children and caregivers.
- Put computers with Internet-assisted personal.
Murcia City Council continues its path towards e-Government, ultimate goal of this process of transformation of the Municipality of Murcia, in a close to City Administration.
Source: Ayuntamiento de Murcia
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