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Title: Cap a un nou estàndard d'atenció a la ciutadania: integral i omnicanal. Un enfocament estratègic i un pla d'acció
Author: Ferraro Gómez, Rosa
Others: Julià-Barceló, Maria  
Moro Cordero, Ascen
Abstract: This research proposes the implementation of a comprehensive and omnichannel standard model to improve the relationship between administration and citizenship. Through a qualitative methodology, which includes interviews with experts and a two-stage field study, the importance of a unified and collaborative experience in the provision of services is highlighted, prioritizing people’s needs. The annexes provide details of interviews, analyses and survey results as a knowledge base. An action plan is established for a local entity, with the aim of improving citizen care services. Three specific actions are identified: a virtual CRM Citizen desk with 360o vision, improvement of the telephone service and the implementation of an appointment system and campaign management. This research contributes to the digital transformation of the administration, ensuring equitable and effective care, and highlights collaborative management as fundamental to consolidating a transparent administration, with citizens at the centre of the process.
Keywords: omnichannel
attention to citizens
Document type: info:eu-repo/semantics/bachelorThesis
Issue Date: Jan-2024
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