The Basque Government is a species of holding that it includes from the agriculture to the culture, happening for the housing, the education or the meteorology. Not only we devote ourselves to very varied matters, but we are organized according to the thematic division, in departments, vicecommissions, directions, services, up to coming to the most concrete specialization. Potentially, this would suppose that the Government was opening tens different windows, one for every service.
Nowadays, this has been solved by means of the creation of a transverse service that devotes itself to attend in the first instance to any civil need. Zuzenean is precisely that, the service multichannel of civil attention of the Basque Government. If you need information, of requesting some of our services or almost any other interaction with our Public administration, Zuzenan is the first and only contact point.
Our Direction of Civil Attention, of the Department of Justice and Public administration is who manages this service, in fulfillment of this function:
"The implantation and process management that facilitate the access of the citizenship to the public services and the information, as well as to facilitate the civil participation".
The first thing that it is necessary to clarify is that in June, 2009 the service Zuzenean was still partially in project phase. And in fact, he still has left something like month to be born like finished service, when we open the office of Vitoria-Gasteiz and give beginning to the channel deferred with the implantation of the civil mailbox.
Attention phone: 012
Offices of attention to the public:
- Biscay: Big Route, 85 48011 Bilbao
- Gipuzkoa: Andía, 13 20003 Donostia-San
- It was plowing: Ramiro de Maeztu, Vitoria-Gasteiz (in construction)
Opening hours: From Monday until Friday of 8:00 to 20:00 hours.
Balance of 2009I make sure you that these months we have currado to ceiling, but I am not going to bore you with the details of our activity. There are two groups of activities that sum the most important thing up. Other most innovative activities that we have initiated we can consider them to be preparatory of what we will do in 2010 and successive years.
To stabilize the accessibility to the serviceIn June, 2009 it was not necessary to do big reflections: the service Zuzenean was suffering a serious problem of accessibility and it was necessary to devote at solving it. They were pressing measured contenedoras, earlier even of starting a process of systematical resolution of the problem. We are speaking that, in some hourly stretches, the average waiting times 60 ' were approaching alos, and that we were attending to the only one of the three called phone companhies that we were receiving: of average!
The problem was of such a caliber that, despite putting in game the resources at our disposal, we have not managed to stabilize a minimal accessibility level until September. From October we can always presume of average levels of telephone accessibility over 85 %. In the attention presencial the waiting times have diminished significantly, although we will have still to keep on improving.
To stop implanting the service ZuzeneanDuring 2009, and still in the first months of 2010, we have a very clear target: to close the project phase and to consolidate the basic elements of the service Zuzenean:
- to open the office of Vitoria-Gasteiz (c / Ramiro de Maeztu)
- to enable the deferred channel, with the new civil mailbox
- new Zuzenean portal in euskadi.net
- to implant the CRM
- to stabilize an organizational structure and of personnel
As colophon to the implantation phase, we will have to realize a campaign of publication that serves so that the citizenship meets us and uses us better. For example: do you already know that we work from Monday until Friday of 8:00 to 20:00? Why to wait for a tail at about 11 AM when you can be attended without delay from 18:00?
Work lines for 20102010 comes cargadito from illusion for Zuzenean. It is the year in which we will be provided with a finished design of the service and we will be able to devote to improve it, extend it and to open it. I leave here some notes, without will to be exhaustive.
Orientation to service processesThe Administration is a teacher in organizing his services with orientation to the control, to the bureaucracy, with entire negligence of the final recipient. Zuzenean is in the position most privileged to impel the change in our Government.
Meanwhile, it is necessary to give hurras of happiness before news like this one: "rearranged the subsidies in the field of the social intervention". Zuzenean is favored by everything what it favors to the citizenship, as it is the case.
We must rethink the activity prestacional of our Administration in terms of services given to clients and re-design the processes so that they satisfy the citizens in efficiency conditions. A perpetual task and to realize of the hand of all the Departments.
Service quality
Related to the previous point, but with a look limited to Zuzenean, we want to overcome the phase of guarantee of the mere accessibility, to give a good service in the canonical dimensions of the quality of service: tangible elements, reliability, capacity of answer, safety and empathy.
To obtain it, we have to understand how our different groups of clients interpret these dimensions. For it, we will start a system of consultation and joint work with the citizenship. And advance that I am not speaking only about Internet.
Efficiency, automation, multicanalidadThe best service, like the best umpire, is the one that less is evident. The ideal thing would be that very few persons were coming to our offices or were calling us 012. Even that seldom it had to do Internet route. The ideal thing is to obtain what is needed without information need or procedure. It is an unattainable target, but that serves as guide to take some decisions. And, in any case, it is convenient to be reducing the activities that less contribute value.
One of the routes to explore in 2010, is that of the automation. Partly, we are speaking about electronic administration. As our Administration has more electronic services, we will be able to liberate to the citizenship of the need from coming to our offices.
We are going to enable also other relation interfaces. Very shortly, we will install the first self-service kiosks in our offices and we will be monitoring his use to assure his utility.
Collaboration (inter) institutionalThe majority of the attention that we pay does not end in our service, but we must climb it at a more specializing following level, where it continues the process. It is the case, for example, of the administrative procedure. In this year we must be capable of establishing new agreements of level of service with each of our internal clients, so that the chain of service is fluid and uninterrupted. In the work of coming to agreements we will find numerous opportunities to simplify and to improve the services.
We believe that it is also the moment to explore routes of collaboration with other public institutions. Especially, with two: the local Administration and the network of telecentros KZ-Guneak. The target is to bring the Administration over to the domicile of the citizens.
Learning and work colaborativoLess visible outside, but very excellent, will be the way at which the extensive team of persons that it composes Zuzenean is employed, is related and learns. We have a magnificent team, which develops his work with notable enthusiasm. We have to achieve that he is still alive and that it is provided with river beds for the self-management and the progress.
The Plan of Innovation in the Public ServicesThe described work lines in 2010 are advances of what will constitute a Plan of Innovation in the Public Services, which will assemble the lines of innovation of the Directions of:
- Public innovation and Electronic Administration (Iñaki Ortiz)
- Computer science and Telecommunications (Txema García Orois)
- Civil attention (a servant)
Obviously, I still do not know the content of a plan which writing we claim that it is colaborativa. In what affects Zuzenean, I offer you the first draft that we did (June, 2009) about what we would like to do this term, so that you see where the shots might go.
1. To complete the deployment of Zuzenean as the first face of the services of Basque Government before the citizenship so much for the attention presencial, as in a telephone way and online.
- to put in functioning the new office of Vitoria-Gasteiz
- to study the widest possibility of an office and accessible in Donostia
- to re-found the telephone service 012 with aptitude to offer an ideal service
- to stop providing to the service of the necessary technological resources
- to complete the organizational design, providing us with a flexible and exact staff, with new technical rolls and with coordination
- dimensionar the staff appropriately and to assure the correct training of the persons
- to establish mechanisms to arrange the demand in a service 24x7 and to guarantee an agile answer
2. To turn the service Zuzenean into a modality for the offered service quality:
- ideal accessibility, without waiting times either in counters or in phone
- excellent image of the service, both in the Offices of Zuzenean and in the telephone and web channels
- insured reliability, with fulfillment of the standards established in the letter of services, and without errors or risk for the persons and his information
- answer capacity, with service attitude to obtain the best solution in the most brief term
- closeness to the persons users, with a personalized service of the services from the state of permanent conversation with the citizenship
- reduction of the bureaucracy, with a permanent advance in the steps reduction, times, documents...
3. To introduce measurements of collaboration with the citizenship:
- self-service: disposition of means of self-service attend (kiosks) and online (virtual office)
- proactividad: to evolve services towards the model "I have breakfast in the bed"
- making participativa of the letter of services, where the standards of the service are established
- good publication of our services, so that the citizenship knows in a precise way for what he can expect from our services
- active listening: knowledge of the needs for the citizenship by means of a relation of continuous conversation
- establishment of channels of participation that give support to the Open Government
- access of the citizenship to his particular information for any of the channels, with the required safety
4. To give power to the teams of public professionals to improve and to introduce his services, in the state of permanent disposal at the experimentation and at the change
- automation: reduction of tasks that do not add value by means of the automation
- process reengineering: to reinvent the processes to reduce his bureaucratic load and to improve the accessibility and personalización
- new model of management, based on the persons, his knowledge and his capacity of progress and innovation
- implication of the persons: capacity of self-management and of local progress of the persons Zuzenean agents
- to establish alliances and cooperation relations with the Departments, like internal clients, so that all the actors of every process are faced to give answer to the civil need
- to increase the knowledge and the interdepartmental reflection, setting as regards the experts in every family of steps
- to encourage the enthusiasm, the continuous progress and the experimentation, to support the local changes and to coordinate these energies to provoke learning organizacional
- to make use of simple technologies and of Internet to carry out the mentioned targets
5. To collaborate with other instances of the Administration and of the society in the rendering of service
- to advance towards the only interadministrative window with Town halls and Delegations
- to study the joint services service with the AGE
- to bring the procedure points over, making use of the network of KZ-Guneak and of the collaborating entities that have giving services to the citizenship
- to study the interadministrative service processes for his ideal resolution in service quality terms
- to collaborate with the University and with the society in the investigation of new areas and new forms of service
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