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Title: Evaluación de la innovación en el área de derechos sociales y ciudadanía del ayuntamiento de Esparreguera en el contexto de la administración electrónica: la unidad de atención transversal
Author: Kleque García, Adrián
Tutor: Simó Solsona, Montserrat
Others: Borge Bravo, Rosa  
Keywords: transversality
electronic administration
local administration
Issue Date: 1-Jun-2021
Publisher: Universitat Oberta de Catalunya (UOC)
Abstract: As a result of the SARS-CoV-2 crisis, the Esparreguera City Council has created the Transversal Attention Unit (UAT) with the aim of making a first reception to the citizen, promoting unified processing. The objective of this work is to analyse its impact regarding the way of working of the Area of Social Rights and Citizenship of the City Council, attending to four dimensions: multidisciplinary coordination and cooperation, communication, innovation and resistance to change. Through in-depth interviews with key informants from the organization, the results show the innovative nature of this unit, especially in relation to citizen assistance in electronic media, and the good reception by the sectoral services, as which has allowed them to provide higher quality processing and assistance. However, by itself it has not promoted better coordination, cooperation and communication between these departments. It is determined that its limited nature in time can be a significant obstacle to the achievement of this goal. The work presented here recommends working on the creation of a comprehensive Citizen Service Office of the Area, emphasizing overcoming the digital divide and empowering the citizen.
Language: Spanish
Appears in Collections:Bachelor thesis, research projects, etc.

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