Ayesa transforms Valladolid’s 010 citizens advice service

The company is set to implement a more accessible and personalised service, which includes telephone, email, web portal, webmail, online chat, WhatsApp and Telegram options.

Ayesa has more than ten years of experience managing these types of services in large cities such as Seville.

Ayesa, a global provider of technology and engineering services, has been chosen by Valladolid City Hall to transform its 010 citizens advice service and turn it into a multichannel system.

By introducing new and increasingly popular channels, such as WhatsApp, Telegram and webmail, the city will improve the way it interacts with members of the public as well as ensure it keeps up with current trends. The ultimate goal is to provide an accessible, personalised and high-quality service.

010 logs around 250,000 interactions each year, 95% of which take place by telephone. The project is expected to see online requests represent a total of 25% of all requests in the medium term.

The result will be a more accessible, smoother, responsive and personalised service for users of all ages, as well as an increase in availability and continuity through the use of the latest technology.

Jesús Antonio Morón, Director of the Public Sector BPO division at Ayesa, explains how ‘the City Hall firmly believes that by providing an optimal service to members of the public in terms of channels, language and personalisation, not only will it be able to respond to a greater number of requests, but also ensure a high level of satisfaction. To achieve this, we’re constantly striving to ensure our public-sector model is based on the latest technology’.

Ayesa’s work

The project will see Ayesa implement a multichannel system that allows members of the public to access the service via telephone, email, web portal, webmail, online chat, WhatsApp and Telegram 14 hours a day, 365 days a year.

The company will also offer user support for Valladolid City Hall’s Electronic Office, as well as assistance services and the option to submit suggestions and complaints relating to the services offered.

Ayesa has also implemented its tCall system, which provides the switchboard, automatic call distributor and recorder. A control panel based on PBI technology also allows users to easily obtain personalised statistics for the service.

The Public Sector BPO Director adds: ‘Ayesa brings to this project the very best methodology, an exceptional development and implementation capacity, and more than ten years of experience managing Seville City Hall’s 010 service’.

The company also currently provides an in-person support service for Valladolid City Hall’s Innovation Agency.