Impact
The 012 administrative and citizen information service has remarkably evolved since its start-up, and year after year, its use and acceptance by citizens has increased.
In order to measure the impact of the service, some of the criteria proposed for “EU25 benchmarking of i2010 eGovernment Signposts” have been chosen:
1.1 Usage of eGovernment services by socially disadvantaged groups:
The 012 Service is accessible by all citizens in a universal way, regardless of the residence, gender, age, race, level of disability, level of studies, etc. of the citizen contacting the service. The various channels offered on the service cover the preferences of all of the citizens, thus avoiding the digital gap.
1.2 Public websites degree of compliance with international accessibility standards
The portals used in the 012 Service (Informer’s Portal, corporate portals of the Junta de Castilla y León (general portal, public employment portal, etc.) and the Electronic Administration portal comply with the accessibility guidelines defined by the WAI-AAA of the W3C for the contents shown in such, in such a way that accessibility by disabled persons is guaranteed.
2.2 Amount of information requested by citizens and businesses
During 2007, the total amount of consultations was 128,282, and 2008 had a total of 203, 453 consultations, which meant the largest increase from its inception (without considering the current year), with a 60% increase regarding the previous year. This confirms the increase of the citizens’ trust in the 012 Service, thanks to gradual advances in the specialisation of the information, which favours the performance of procedures by the citizen and is due to assistance to the electronic administration.
Special mention must be given to the telephone service of the Education complementary service, which affects 50,000 families of Castilla y León.
Other relevant assistance has been:
Consumer Service, whose previous telephone number was integrated and attended to by the 012 operators, throughout the entire 2008 year, with a high degree of satisfaction by the people responsible for the End-to-End Consumer Service, regarding the quality of answers to the queries posed in this area by citizens.
The Public Employment service, which is still the area where more citizen consultations have been received, both in the citizen service offices and on 012.
Information regarding Housing benefits - aside from answering direct consultations made by the citizen to the 012 service, calls were diverted to the 012 service due to overflowing of the switchboard or because it was outside the usual working hours of the housing telephone service.
Out of the 203,453 consultations received, 201,355 were telephone calls and 2,098 were emails (informacion012@jcyl.es). The abandonment rate of calls was 3.32%. Average operation time was 2.25 minutes and the level of service (96,68%) maintained good quality levels.
1,258 text messages were sent to citizens who asked to receive, through this means, any employment tenders, benefits, etc.
Considering the days and working hours of the Center (with operators), the daily average during the last quarter reached 1,000 daily consultations.
2.3 Number of transactions fully completed online
During 2008, access to Education Complementary Services was started up within the 012 Service. Its activity is classified in the transactions completed online group. The percentage of consultations in this activity over the total was 15.3%, which gives one an idea of the great welcome these services have had.
4.2 Number of functioning pan-European online services
In support of the 2006/123/EC Directive, a one-stop shop portal will soon be created for each of the Member States, which will provide information about the access and exercise of service companies. In Spain, this portal will be linked to contents published by the 012 service, to which this service will attend. In this way, the 012 Service will be more readily accessible to all European citizens.
Track record of sharing
During the last year, the 012 Service has received in its facilities the visit of members belonging to various Regional Departments of the Autonomous Administration, in order to broadcast its activity. Out of such visits, collaboration agreements have arisen in order for the 012 Service to assume more competences, which benefits a larger degree of specialisation in the areas it gives information about and allows for greater broadcasting of the service within the own regional administration. Some visits were paid by specific information telephone services managers from several bodies, which have ended up integrated in the 012 Service, thus eliminating or providing a second-tier service. In these cases, an improvement in the quality of service, due to the high qualification of 012 Service operators, takes place, as well as the demanding of quality levels to which the operation of the service is subject to.
Below, the Regional Departments which paid us a visit and the agreement reached are listed:
Autonomous Administration Department:
Home and Justice Department:
Development Department:
Department of Family and Equal Opportunities:
Education Department:
General Directorate for Infrastructure, Equipment and Services:
Public Centres Management Service: The 012 Service starts to take care of all initiatives within this service: canteens, open centres, multi-risk insurance, scholarships for school, canteens, etc.
Programming service for investments and equipment: support for the computer maintenance of school equipment.
General Directorate for Planning and Educative Control:
Presidency Department:
Development Department:
Lessons learnt
- The fact of using tools and standards within the organisation where this service is framed has allowed for the re-use of contents drafted in order to share information with citizens.
- The citizens value the service received and the simplification of access to information, thanks to the Information Technology Communications adapted to the needs of the population. From here on, it will be necessary to continue to boost improvements for the operation of the 012 administrative information service.
- Information to the citizen must be centralised in a single, multi-channel access point, duly advertised, thus avoiding the existence of various specific telephone lines for each issue not clearly defined for the street citizen, which make it difficult for citizens to become familiarised with such lines or access the information.
- Cooperation among various administrative departments, even with other administrations, may allow the service to offer end-to-end services to citizens and reach areas where individual administrations cannot reach with their own means, due to geographical extensions and the dispersion of the population. There is a different degree of modernisation development in various administrations, which makes coordination difficult and slows down interadministrative cooperation projects. In order to save this, the 012 Service began a process to integrate the various telephone lines of the various bodies within the Junta, acting in each case according to specific protocols and agreements.
- Although it is necessary to diversify the access channels where the citizens will obtain information according to requests and population types, it is very important that Service response be homogeneous, regardless of the channel and the way the citizen expresses his/her needs. In order to achieve this, strategies that improve Knowledge Management must be developed through applications which allow the user to register and consult relevant answers given to other citizens, which are associated with specific types and are subsequently used to answer the same type of consultation, thus becoming an additional source of information that will be fed-back.
- The creation of new services, such as 012, and new technologies to access such has a positive impact on the existing provision for the consolidation of electronic administration and the improvement of the Administration’s image.
- The implementation of new technologies favours a more reasonable use of resources, as well as the improvement of the environmental impact of administrative activity.
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