User-Centric Services Repository

Omnichannel assistance to citizens in the electronic relationship - Mataró

City / Region

Mataró (Spain)

In a nutshell

The challenge of what should be the role that the council should play with the citizens is where we place Mataró Connecta Space, which was set up as a strategic project in 2019. It is a project whose mission is build a new relationship model with citizens based on two fundamental dimensions:

  1. Guarantee citizens’ access to public services and products under equal conditions, regardless of technological capabilities.

  2. Create and develop spaces for interaction and collaboration, co-construction, co-creation and cooperation, between citizens and the Council to generate public value.

Thus, the Mataró Space service, specifically created to develop this project, has the competences of Attention and general assistance to citizens in their administrative relationship and Promotion of citizens collaboration and participation in the design and development of policies and public products.

The flagship on which Mataró Space Project materializes is the new facility located in the city centre opened last May 2nd, 2022. Mataró Connecta Space in plaça de la Muralla contains the main Office of attention and assistance to citizens and different spaces intended for participation and innovation, always with and for citizenship.

The opening of the new facilities means a reorganization of public attention, evolving towards an omnichannel system. This is why important changes are executed to all channels (telephone, telematic and on-site).

 

What makes the service user-centric?
To make the objectives come true, levels series and technological equipment of all kinds have been established for attention and assistance, which are adapted to the different needs expressed by the citizens, depending on the starting point and the procedure to which they want or must access.

What impact has the service had?
The omnichannel system of assistance to the citizens establishes as a priority in all scope of action to ensure that, regardless of technological capabilities, everyone can access to public services and products under equal conditions. No one can be left behind. But at the same time, the system ensures that those who wish to interact electronically with the municipal administration can do so even if they do not have the devices or the knowledge to do so.

To guarantee the same quality level in attention and assistance to citizens in the different channels in which the service is structured and to be able to adapt human resources to the needs produced by the demand flows in each channel, a new type of job was defined in 2021 in the corresponding Workplaces List. Thus, the position of Citizen Assistance Manager was created. It provides service to any of the channels that Mataró Space can open and in any channel in any “position” or office, from the so-called Point0 of quick service to the phone or video conference assistance.
How was the service co-created?
One element that defines the Mataró Connecta Space Project is the incorporation of the citizens in the definition of policies, services and public products. Through collaboration and cooperation with citizenship in the widest possible sense (natural persons, groups or collectives not formally organized, entities, companies, professional associations…) we aim to improve services and public products by adapting them to the real needs and to the specific demand that can be generated.
Video
Additional Documents
Projecte_Serveis_Digitals_Assistencia_Ciutadania_EN_def.pdf
Drawing of the main equipment Mataró Connecta Space, made by Maria Calvet

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