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http://hdl.handle.net/10609/149800
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 transformation innovation attention to citizens collaboration |
Document type: | info:eu-repo/semantics/bachelorThesis |
Issue Date: | Jan-2024 |
Publication license: | http://creativecommons.org/licenses/by-nc-nd/3.0/es/ |
Appears in Collections: | Treballs finals de carrera, treballs de recerca, etc. |
Files in This Item:
File | Description | Size | Format | |
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rferraroTFG0124memoria.pdf | Memòria del TFG | 1,59 MB | Adobe PDF | View/Open |
rferraroTFG0124presentacio.pptx | Presentació del TFG | 30,96 MB | Microsoft Powerpoint XML | View/Open |
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