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General Directorate for Citizen Services and Publicity

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The General Directorate for Citizen Services and Publicity provides multichannel citizen care services and institutional dissemination through various channels including in-person, phone, website, mobile apps, and social media. It aims to improve access to government information and services for citizens. Key activities include developing the virtual citizen care office with over 1,000 government procedures available online, managing social media accounts with hundreds of thousands of followers, and operating a telephone service that receives millions of calls per year. The directorate also leads institutional campaigns and manages an exhibition gallery that attracts over a million visitors.

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General Directorate for Citizen Services and Publicity
What do we do? Multichannel Citizen Care Services Institutional Dissemination
What do we do? Open Data Institutional Diffusion Face-to-face Exhibition By Phone gallery: Palau Robert By Website By Mobile App By Social Cultural fairs Networks Multichannel Citizen Services Institutional Diffusion 3
Virtual Care and Information The institutional website gencat.cat - 168,994,190 visits in 2011 - 100,487,328 visits in 2012 (to September) The electronic administration website: The Virtual Citizen Care Office (OVT) • Contains the entire catalogue of Generalitat procedures: 1470 • 435 of which can be done online (30% of total) • 1,500,000 procedures carried out since 2011 (start-up date) • 100,000 electronic notifications have been sent 4
General Directorate for Citizen Services and Publicity
App development for mobiles The Generalitat offers a mobile service available at the App Store Mobile services (iOS), Google Play (Android) and gencat.mobi (Mobile web version). These platforms provide access to the Open-Data mobile gencat catalogue. Web Apps Native Apps Equipaments gencat Contacteu Parlament 2012 Actualitat Equipaments Trànsit + FGC El temps Mou-te Gastroteca Rodalies GCU DOGC Posa’t a prova Macedònia 6
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Generalitat presence on Social Networks STYLE AND USAGE GUIDE  Fifth edition published (February 2012)  40,804 guides downloaded Social Network website 8
The Government of Catalonia on Social Networks  172 accounts Twitter  303,431 followers  183,630 sent tweets  207,835 re-tweets and mentions Facebook  44 accounts  79,449 fans  20,100 messages  182,929 comments, shares and likes 9
The Government of Catalonia on Social Networks  34 accounts  1,193,364 video views  24 accounts  57,042 video views  22 accounts  589,878 views and downloads 10
012 Phone Services and information • Average of 2 million calls / year • IVR service 24 x 7 Personalised service (by operator) Monday-Saturday, 7 to 11 pm • Since 2010, the level of satisfaction has remained at 8.5 out of 10 11
Face-to-face Care and Information Citizen care offices and documentation registry Citizen Care Office in Girona A comprehensive service model has been OAC Cerdanya implemented by unifying the citizen services of all regional organisations of the Generalitat in Girona in a single office OAC Girona OAC Lleida OAC Barcelona OAC Tarragona 6 Citizen Care Offices (OACs) OAC Terres de l’Ebre • 120,000 visits 700 Generalitat Registry Offices • 9,000,000 documents submitted 140 local offices working with the Generalitat by agreement 12
INSTITUTIONAL DISSEMINATION  The Catalan media use open-data information and services published by the Generalitat. This entails the institutional dissemination of the Catalan Government and its services in the media, easily and transparently. For example:  ARA newspaper includes widgets from the Generalitat’s Twitter profiles, such as traffic, weather and emergencies: @transit, @meteocat @emergenciescat  Some other newspapers, including El PUNT, AVUI, INFOJONQUERA, EL TRAVESSER... publish Government open data separately by municipalities. AVUI does this in each local edition.
www.infojonquera.cat www.elpuntavui.cat www.eltravesser.cat
www.ara.cat
Institutional Campaigns The General Directorate for Citizen Services and Publicity is in charge of the unified management and standardised production of all Generalitat advertising campaigns in all types of media.
Palau Robert Exhibition Gallery  One million visitors since 2011  30 exhibitions shown in its 4 gallery rooms  Visitors' overall satisfaction is 8.9 out of 10 17
gencat.catespecialeng

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General Directorate for Citizen Services and Publicity

  • 1. General Directorate for Citizen Services and Publicity
  • 2. What do we do? Multichannel Citizen Care Services Institutional Dissemination
  • 3. What do we do? Open Data Institutional Diffusion Face-to-face Exhibition By Phone gallery: Palau Robert By Website By Mobile App By Social Cultural fairs Networks Multichannel Citizen Services Institutional Diffusion 3
  • 4. Virtual Care and Information The institutional website gencat.cat - 168,994,190 visits in 2011 - 100,487,328 visits in 2012 (to September) The electronic administration website: The Virtual Citizen Care Office (OVT) • Contains the entire catalogue of Generalitat procedures: 1470 • 435 of which can be done online (30% of total) • 1,500,000 procedures carried out since 2011 (start-up date) • 100,000 electronic notifications have been sent 4
  • 6. App development for mobiles The Generalitat offers a mobile service available at the App Store Mobile services (iOS), Google Play (Android) and gencat.mobi (Mobile web version). These platforms provide access to the Open-Data mobile gencat catalogue. Web Apps Native Apps Equipaments gencat Contacteu Parlament 2012 Actualitat Equipaments Trànsit + FGC El temps Mou-te Gastroteca Rodalies GCU DOGC Posa’t a prova Macedònia 6
  • 7. 7
  • 8. Generalitat presence on Social Networks STYLE AND USAGE GUIDE  Fifth edition published (February 2012)  40,804 guides downloaded Social Network website 8
  • 9. The Government of Catalonia on Social Networks  172 accounts Twitter  303,431 followers  183,630 sent tweets  207,835 re-tweets and mentions Facebook  44 accounts  79,449 fans  20,100 messages  182,929 comments, shares and likes 9
  • 10. The Government of Catalonia on Social Networks  34 accounts  1,193,364 video views  24 accounts  57,042 video views  22 accounts  589,878 views and downloads 10
  • 11. 012 Phone Services and information • Average of 2 million calls / year • IVR service 24 x 7 Personalised service (by operator) Monday-Saturday, 7 to 11 pm • Since 2010, the level of satisfaction has remained at 8.5 out of 10 11
  • 12. Face-to-face Care and Information Citizen care offices and documentation registry Citizen Care Office in Girona A comprehensive service model has been OAC Cerdanya implemented by unifying the citizen services of all regional organisations of the Generalitat in Girona in a single office OAC Girona OAC Lleida OAC Barcelona OAC Tarragona 6 Citizen Care Offices (OACs) OAC Terres de l’Ebre • 120,000 visits 700 Generalitat Registry Offices • 9,000,000 documents submitted 140 local offices working with the Generalitat by agreement 12
  • 13. INSTITUTIONAL DISSEMINATION ï‚£ The Catalan media use open-data information and services published by the Generalitat. This entails the institutional dissemination of the Catalan Government and its services in the media, easily and transparently. For example:  ARA newspaper includes widgets from the Generalitat’s Twitter profiles, such as traffic, weather and emergencies: @transit, @meteocat @emergenciescat  Some other newspapers, including El PUNT, AVUI, INFOJONQUERA, EL TRAVESSER... publish Government open data separately by municipalities. AVUI does this in each local edition.
  • 16. Institutional Campaigns The General Directorate for Citizen Services and Publicity is in charge of the unified management and standardised production of all Generalitat advertising campaigns in all types of media.
  • 17. Palau Robert Exhibition Gallery  One million visitors since 2011  30 exhibitions shown in its 4 gallery rooms  Visitors' overall satisfaction is 8.9 out of 10 17