The second wave of satisfaction surveys of citizenship services of the Generalitat of this 2019 reveals that the users of the PROP offices They put an average score of 9,09 to the assistance received in person, while the people who have contacted the telephone 012 value it with a 7,93 out of 10, a figure that, although it does not achieve the 8,40 points of the First semester, exceeds the other annual periods as is the case of 2010.
In this regard, citizens declare an acceptance rate of 96,4% in terms of PROP offices and 82,1% in the case of telephone service; the level of indifference is 3,6% in face-to-face assistance and 8% in telephone consultations; while rejection occurs in 2% and 9,9% respectively.
The topics in which the citizens who attend the physical centers PROP have been more satisfied to get advice have been the areas of finance (with 100% acceptance), education and tourism (both with 99%), justice (98 %) and consumption (97%).
With regard to telephone service, the highest satisfaction rate is given in matters related to health (90%), followed by those related to work (89%), the environment and sustainable development (88%) and citizen participation (87%).
The most valued by the users of PROP offices that have received attention is the general information available in the offices (such as informative brochures, etc.), with 9,33 valuation points, courtesy and kindness in the treatment of the officials (9,27), the interest and willingness they have shown, as well as the competence and professionalism of those people (both with a 9,19) or the time of attention and service provision.
In the case of telephone line 012, the previous information provided by the Generalitat regarding the telephone and the services offered (9,05), the intimacy and confidentiality of care (8,85), courtesy and kindness in the treatment stand out that the officials have shown (8,84), the correct identification and presentation of the people they serve (8,74) or the interest and willingness of the workers and public workers (8,65), between others.
It should be stressed that only 4% of the people surveyed have submitted complaints, suggestions or thanks when it comes to face-to-face care in the PROP, and the figure is even lower with respect to 012, where only 2,9 , XNUMX% of the citizens who have been asked.
Top rated offices and telephone support
The PROP offices best valued by citizens are those of Vila-real (9,94), Segorbe (9,85), Elda (9,83), Dénia (9,75) and Alzira (9,70).
On the other hand, regarding the telephone service, according to the answers obtained to the survey, in 44,7% of the consultations the call was resolved by the same person who answered it in the first instance (the option that has the index plus high satisfaction regarding this question, with a 9,03), while in 44,9% of the cases it was transferred and only in 10,4% of the situations the doubt or procedure was not resolved or not Remember if it was achieved.
Likewise, of the 36,3% of users and users who claim to know the time at which the 012 telephone service is offered, 27,9% consider it correct while the remaining 10,7% find it incorrect; However, the level of acceptance in this section is 91,4% and receives a rating of 8,71 points.
Language used
In linguistic matters, 98% declare to have been attended or attended in the same language in which they made their request for information in the PROP and 94,9% also corroborates it in the case of the 012 telephone service. In this sense, there has been face-to-face assistance in Spanish in 74% and in 26% in Valencian. Regarding the telephone service, the attention has been 65,4% in Spanish, and 34,6% in Valencian.
User profile
According to the conclusions of the study, the average profile of the people who come to the PROP offices to receive information or carry out procedures in person is that of a woman between 30 and 44 years of age, with an educational level of secondary education and that works for others.
The reasons for visiting the centers are to present and register documentation for the Generalitat and request information or advice for other procedures; and they do it as a natural person and with a frequency of about two to three times per year.
Meanwhile, according to the same data, the profile of the citizenship that uses the telephone attention service is that of a woman, between 38 and 44 years of age, resident in the province of Valencia, with an educational level of secondary education and that works for others. Call mainly to request information or advice for telematic procedures and other types of procedures, and also does it with a frequency of between two and three times per exercise.
