Portal de Murcia
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The Information and Citizen puts an initiative for residents of the municipality recourse to the different channels that are available to solve your queries or procedures.
José Ballesta, accompanied by Councilman Jose Guillen, have checked the operation of the service by visiting the office of Apostles Square, where some users were surprised to see that who received calls was the Mayor in person.
255,000 citizens last year resorted to this municipal service.
84% opted to-face service in offices, while 12% did so by telephone and the remaining 4% chose via telematics.
Information about subdivisions or tax refunds, changes of address, registration flyers, requests for help from social inclusion, record any administration documents related to general or specific information about job offers or efforts of municipal affairs, complaints or suggestions ... For all this and much more is available Murcia Information Service and Citizen, under the Department of Administration Modernization, Urban Quality and Participation, which, either through personal attention in the network of 71 offices, either by phone or electronically, solve numerous efforts that they face.
Murcia know and use it, but the City Council wants to further increase its use.
To do this, the mayor presented an information campaign with the slogan "We listen, we help", it aims to strengthen the approach of the administration to Murcia because to give an efficient service the first requirement is to know there and then , can be used.
José Ballesta recalled that one of the strategic projects in which the government team works to transform the City to "whenever it comes close to the needs posed Murcia, providing life as much as possible through a more agile and at the same time, more efficient ".
In this sense, the information area and municipal care is fundamental to "bridge the gap between citizens and the City Council, responding to the daily needs of the residents' tool, said the mayor, who has visited this morning the central office Plaza Apostles, where some people have resorted to the telephone service 010 have been surprised to find that who received his call was José Ballesta.
This has happened to a neighbor of El Palmar that came in contact with the office for a certificate of registration.
Ballesta said that "within the city model we want to build is a more agile next City Council, and more effective when it comes to caring for people."
Sixty marquees and 50 bus shelters distributed by the main streets of the city on display from tomorrow the information campaign, for which they also have published posters and flyers, most of which are buzonearán by the districts.
Besides the presence in the media, both press and radio and the Internet.
699 people a day
The main objective is to avail more Murcia to a service that is easily accessible and used in 2015 255.000 people, representing 699 daily plaintiffs serve citizens.
Most consultations are attended (215,000 people., Ie 84% of the total) and are held in the Office of Information and Registration Square Apostles, on the premises of Abenarabi and Plaza de Europa, in the 9 districts and 59 in villages as well as in the service of Civil Marriage and de facto unions located in the building of La Glorieta.
The face service is provided in sign language in addition to eight languages ​​(Castilian, English, Arabic, French, German, Russian, Polish and Ukrainian).
The 68 decentralized information offices in the districts and districts resolved last year 89,863 steps, the Eastern District of Carmen and were the most active among the city, while in districts highlighted logically located in the towns with larger populations, as Beniaján -7.862-, Bacons Bridge -7.818-, El Palmar -7.401- and Cabeza de Torres -6.888-.
For its part, the only recorded 47.015 counter regional demands for services and the Centralized Information Office (Square Apostles) 54 861 last year.
The call, which was made through the 010 free at 900 222 900 for procedures, was used last year by 30,600 citizens (12% of the total), while the telematics care (paperwork online, live chat, etc. .) resolved 9,400 requests from people (4%).
These 40,000 citizens filed 46,725 claims by these pathways services (35,600 to 11,125 on a phone and telematics).
Specifically, service requests contained in telephone and telematics attention in 2015 were distributed as follows:
- Call 010: 33,302 (71%)
- Consultations chat: 1,011
- Procedures by phone: 1956
- Steps online: 7,931 (17%)
- Citizen Folder: 68
- Mail citizen 12
- Complaint and Suggestion: 1,002
- Night Mail: 403
- Information online: 1,015
- Incidents Groupbell (forget the password to the folder and e-citizen): 25
What interests Murcia
Local finance related issues (reference zero garbage fee, debits, subdivisions, rebates and exemptions, etc.), social services (social assistance requests for help insertion or home) and statistics (flyers expedition of registration, change of address, etc.) are the services most demanded by the Murcia who visit the offices of information.
Meanwhile, those who opt for telephone or telematics attention fliers demanding especially taxing, but also request changes of address, proof of tax payments or direct debits.
Source: Ayuntamiento de Murcia
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