Portal de Murcia
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| José Ballesta: "Since the declaration of the state of alarm, the City Council established a special device for Citizen Attention, reinforcing the telematic and telephone lines to attend all the demands and consultations of the neighbors "| The mayor of Murcia, José Ballesta, along with the councilor for Urban Agenda and Open Government, Mercedes Bernabé, offered this morning a balance of the special Citizen Service device launched by the City Council since the declaration of the state of alarm, an act that It has been carried out in the Office of Citizen Attention of the district of Puente Tocinos.“One of the absolutely essential elements in the management of any crisis is to keep citizens informed and that the flow of information is permanently constant with the population.
If there is also a long period of confinement, as in the current crisis, it is even more important to maintain that flow of information, "said José Ballesta."For this reason, the City Council established a special Citizen Attention device from the declaration of the state of alarm, reinforcing the telematic and telephone lines to meet all the demands and queries of the residents," said the mayor of Murcia, who added that "during the period of confinement, the number of calls received by the Citizen Attention service has increased by 50% during the same period of time compared to the previous year, exceeding the figure of 15,000 telephone inquiries ”.Specifically, Citizen Care has attended a total of 15,625 calls through 010 from March 16 to May 11, representing an increase of 50% compared to the same period of time during the previous year.Social Services, the most demanded areaOf the registered calls, more than 4,000 queries were focused on the Social Services area.
Tax Management, as well as administrative and registration inquiries, are other areas on which calls have been focused.Special device in neighborhoods and districtsIn parallel, the City Council activated a special Citizen Attention device focused on Murcian neighborhoods and districts since the confinement began.
This device has managed a total of 3,786 calls, of which 1,228 have been related to the Social Services area.
These calls have been diverted to the cell phone of the person in charge of each center to attend to all requests.In this context, Social Services has been the most demanded area in this period of time, followed by Statistics (796 calls).
The rest of the areas that have been consulted have been Tax Management, Immigration and Decentralization.
The heads of the Citizen Services offices of neighborhoods and districts have made these efforts from Monday to Friday, from 9:00 a.m.
to 2:00 p.m.Beniaján, Puente Tocinos and Torreagüera top the list of locations from which the most calls have been madeThe districts from which the most inquiries have been made have been Beniaján (543), Puente Tocinos (247), La Alberca (208), Torreagüera (206), Cabezo de Torres (201) and El Palmar (157).
For their part, the districts with the highest number of calls are La Paz (203) and San Basilio (126).Previous appointment, protective partitions and signposted accesses: the de-escalation processDuring the meeting it was also reported on the measures that will be adopted in the coming weeks to face the de-escalation period, among which the installation of protective partitions in all the Citizen Services offices stands out - with the exception of the Abenarabi office, which It has these infrastructures— guaranteeing the safety of employees and users at the time of opening the on-site care.Once open to the public, and following all the safety regulations, all users must request an appointment before going to the Citizen Attention offices through the website of the City Council or by calling the telephone numbers of the Citizen Attention offices.
All centers will be signposted at entrances, exits and waiting rooms with indicators that remind us of the importance of keeping physical distance.In addition, work shifts will be established to cover the hours taking into account the space of each office, guaranteeing the safety of employees and users.Strengthening of the Citizen Service telephone serviceThe Consistory has reinforced the Citizen Attention telephone service since the declaration of the state of alarm, expanding its coverage, due to the current situation and after the increase in calls received to number 010.
This telephone continues to operate on time, from 8.00 to 18.00.
, and the bands with the highest volume of calls are being reinforced, from 10:00 a.m.
to 1:00 p.m.
and between 4:00 p.m.
and 6:00 p.m.010 is a telephone known to the vast majority of Murcia for inquiries regarding municipal life - taxes, job offers, municipal facilities.
It is worth noting its fundamental role during the state of alarm, since thousands of citizens make use of this number to solve their procedures or request information.Toll free 900 222 900 also for social emergencyThe City Council began to deal with issues related to social emergency last week also through the free telephone number 900 222 900, until now dedicated to telephone procedures, while the free number 010 is permanently managed for the entire municipality.
Source: Ayuntamiento de Murcia
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