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The Citizen Attention Service of the Murcia City Council, dependent on the Department of Urban Agenda and Open Government, led by Mercedes Bernabé, has carried out a total of 2,557 procedures since last Monday, March 16, until Sunday, March 22, through the telephone and telematic channels, as well as the electronic headquarters and ORVE (Virtual Electronic Registry).

These are the communication channels that the consistory has made available to the residents of the municipality during the period of isolation to continue serving citizens on any of their queries or in carrying out any procedure.

Thus, of the total obtained throughout the week 1,383 correspond to non-contact procedures, that is, by telephone and telematic channels, while 1,174 belong to the tasks of electronic headquarters and ORVE

"The calls received and the requests on the Internet have been increasing throughout the week, confirming that more and more Murcians have opted for these channels to make their inquiries.

Thus, the day with the highest volume of transactions was Friday, March 20, with a total of 398 â€�, explains Mercedes Bernabé.

Attending non-contact routes, a total of 1,127 calls have been received throughout the week through the telephone channel, of which: 1,057 belong to number 010 (1,029 for information and 28 complaints) and 70 were 900 222 900 for procedures.

Likewise, by telematic means, a total of 256 procedures have been carried out throughout the week, of which: 64 were from the Chat;

106 of the online paperwork service;

7 emails from the address opinaymejora@ayto-murcia.es;

64 requests from the TuMurcia application;

and 15 requests for information online.

According to the total percentage data, telephone transactions represent 81.45% compared to 18.51% for telematics.

"These data indicate that citizens prefer the telephone channel for the request for information, as well as for the management of any procedure," explains the mayor.

In addition, the Citizen Attention staff has received a total of 1,174 briefs this week, of which: 675 come from the electronic office and 499 from the ORVE system (Virtual Electronic Registry).

Types of queries

Citizens choose the two channels, telephone and telematic, for any questions or queries related to municipal activity.

Thus, according to the data obtained by the Citizen Attention service, the procedures usually refer to registration issues, changes of address, tax payments or coexistence report.

The consultations by the chat have been referring to the payment of the ORA, the payment of fines, doubts about the State of Alarm, information about removals, scholarship grants, maintenance of parks and animals, information on home sales, information on weekly markets , notices of incidents in public spaces, street cleaning, social aids or tax payments.

Likewise, regarding service requests, it highlights information on consultation of schedules and attention of the City Council, on how to carry out a procedure, fines, citizen mobility or administrative deadlines during the period of isolation.

Source: Ayuntamiento de Murcia / Foto: archivo Murcia.com