December 18, 2024
Ayesa’s 012 citizens advice service handles more than 2000 requests a day
Residents in Murcia can now book appointments at local government offices and renew their status as a jobseeker on WhatsApp and Telegram.
The Regional Minister for Finance recently visited Ayesa’s offices to find out more about the initiative, which aims to make it easier for members of the public to access government services.
Residents in Murcia can now use WhatsApp and Telegram to access services provided by the Regional Government. These include enquiring about the status of applications, making appointments and renewing their status as a jobseeker, to give just a few examples.
The Regional Minister for the Economy, Finance, European Funds and Digital Transformation, Luis Alberto Marín, recently visited the site where Ayesa provides the 012 service.
In addition to the two new instant messaging channels, members of the public can also access services online via the Electronic Office of Murcia, in person at one of 11 offices throughout the region, or by calling 012.
During his visit, the Regional Minister explained how the two new channels ‘are set to make interactions between members of the public and the local government more efficient and direct by providing almost immediate responses to requests’.
These come on the back of a series of other improvements made to the 012 service, such as an interactive voice response (IVR) system; automating the process used for renewing jobseeker status, allowing it to be completed in a single call without the need for an agent; and the ‘Call me back’ service, which avoids callers having to wait in a queue.
Other recent changes include the ‘Let us call you’ service, which allows residents to request a call at a time that is convenient for them on the region’s official website, as well as a webchat.
To make sure members of the public are aware of the service, regular posts are also published on the 012’s Facebook account, as well as reels with links on Instagram.
‘All these changes are part of the regional government’s commitment to constantly improve public services, as outlined in The Strategic Plan for the Region of Murcia 2022-2027. This framework places particular emphasis on creating a public sector that is modern, efficient and easy to access by simplifying procedures, driving digitalisation and fostering transparency’, notes Marín.
More than 2000 requests handled each day
The 012 services, which currently employs 37 members of staff, dealt with requests from more than 560,000 members of the public in 2023. So far this year, this number already exceeds 473,700 with an average of 2049 requests handled each day.
In terms of the most common requests, 22.8% of users booked an appointment, and 21.8% asked questions on the services offered by the Murcian Institute of Social Action (IMAS) and the status of applications.
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