Portal de Murcia
www.portaldemurcia.com
A total of 85,028 applications were attended during 2019 through the Telephone and Telematic Service that the City Council offers to the citizen, through the Department of Urban Agenda and Open Government, directed by Mercedes Bernabé.
This is another of the communication channels that the municipality makes available to society for inquiries or requests for information of municipal interest, in addition to the face-to-face offices in districts and neighborhoods.
The Telephone and Telematic Service is composed of 010, which also includes the number 900 222 900 (administrative procedures) and the Night Mailbox, in addition to the chat, the email, the citizen's folder, online information, the electronic headquarters, the complaints and suggestions service, how you think and improve or the TuMurcia application.
Among all the channels, the number 010 is the most used by citizens to make any query or request, reaching 60,510 requests, which represents 71% of the total efforts made in this service.
They are followed by the procedures managed by the Internet (9,212) with 11%, from the TuMurcia app (5,016) with 6% and the chat queries (3,582) with 4%.
Continuing with the data, the months of May (6,548), October (6,430) and April (5,939) were the periods in which more calls were received through the telephone service.
Among the procedures managed, information on the registration of the inhabitants, changes of domicile, census flyers, direct debits, coexistence reports and tax payments, among others, stand out.
"Our intention is to be closer and closer to the citizen and, for this, we work daily so that these services become essential and useful tools for our neighbors, an accessible and accessible service for everyone," said Councilwoman Mercedes Bernabé, who has visited this morning the headquarters from where Telephone 010 is managed.
Attention in nine different languages
One of the characteristics of this telephone service is that it is offered in nine different languages.
Thus, in addition to Spanish, during the past year, a total of 134 requests in foreign language were attended, of which English was the most used language with 55 applications, followed by Arabic (43), French (17), Ukrainian ( 7), Russian (4), Chinese (4), German (3), Italian (1).
For this, qualified personnel are available to offer this service, in addition to native personnel for more specific languages, such as Chinese, Arabic, Ukrainian, Russian and Polish.
"In this way, we are offering people of other nationalities better attention, not only for the reliability of the data, but also for the proximity, as they are served by personnel who understand their language and culture," says Bernabé.
Among the foreign consultations, there are requests regarding the street map, the population register, the tourist office, traffic fines, rental assistance, social subsidies, information on municipal schedules, tax management, registration flyers and registration procedures, among others.
Just one week ago, the first Accessible Office of Citizen Attention was presented in the Plaza de Europa, which allows people with hearing disabilities to receive information on municipal services and carry out the procedures they request.
Thus, since then, the Telephone and Telematic Service has already received 5 requests in sign language.
In total, the municipality has 59 municipal Citizen Attention offices in districts and 9 offices in districts of Murcia, in addition to the three headquarters, whose headquarters are located in the Glorieta de Espańa, Plaza Europa and Abenarabi, in which users They can request and receive information on the services of the City Council and other administrations, such as the Treasury and the Autonomous Community.
Source: Ayuntamiento de Murcia
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