In a new citizen service protocol, 139,647 citizens have been attended in person
MADRID, 26 Mar. (EUROPA PRESS) –
The Government has pointed out that Social Security’s face-to-face care problems after the “incidental and complex” situation caused by the pandemic “have been tackled”, after having served nearly six million citizens in 2022 and reinforcing the number of troops temporary in 747 people, who are expected to start working in the first half of 2023.
As indicated in a written response registered in Congress to a question from the BNG, to which Europa Press has had access, the Executive explains that since December 2022 the incorporation of interim personnel has been taking place, with a total of 747 workers, from of which 441 are from group C1 and 306 from A2.
This, according to the Government, will mean “a reinforcement of important personnel”, both at the level of Provincial Directorates and in the local network through the Social Security attention and information centers.
In terms of reinforcing personnel, the Government has also highlighted the ‘Plan Incorpora’, which is designed to facilitate the adaptation to the job position of more than 2,500 public employees in 2023 with an approximate time of 450 hours of training, allowing a higher quality in attention, as well as advice on situations of vulnerability of the citizen in digital training when relating to the Administration.
On the other hand, the Executive has highlighted a new intelligent waiting management system that has been adapted to a new face-to-face service Protocol, put into practice as of last December 2022 in the Provincial Directorates with the purpose of obtaining a attention to the citizen “as operational and efficient as possible, within the limitation of available human resources”.
This system is divided into two levels of care, the first without a prior appointment and a second by appointment, the latter reserved for the processing or obtaining of personalized information, with particularities reserved for vulnerable citizens who are guarantees processing by spontaneous concurrence.
Since the beginning of the protocol, 139,647 citizens have been attended to from the first level of assistance, with care being valued in 82.91% of the quality questionnaires, according to the Executive.
For its part, the Government also points out that throughout 2022 the volume of queries and telematic procedures has been a total of more than 285 million accesses to the Electronic Office of Social Security, which is accompanied by a total of more than 295.55 million accesses to the Social Security website.
On its side, the electronic registry, the gateway for telematic requests, has had an entry volume of 3,798 million, of which, directed to the Treasury, totals 1,249 million throughout 2022. Likewise, the Treasury It has a free telephone number for telephone inquiries that has answered a total of 9,899 million calls in 2022.
It must be taken into account that it is the Social Security Institute that recognizes the pensions, while the General Treasury pays them.
In this context, Provincial Telematic Units will also be created, which will be in charge of assuming the tasks that to date were being carried out in the Social Security Information and Attention Centers (CAISS) other than attention and that require less specialized.
These units will be made up of non-reporting staff, leaving the care staff exclusively for their own tasks. These own civil servants, together with the newly incorporated interim civil servants, will have the primary objective of providing adequate first-level care to citizens.
On the other hand, the Government has pointed out that a pilot program is currently being carried out to carry out procedures through video conference and over the telephone through OTP identification, which has already been implemented in Vizcaya, Las Palmas and Santa Cruz of Tenerife.
