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Care service to the citizen 012 of Catillano and Lion

  • Short Name:
    CyL 012
    Shortcuts:
    http://www.112.jcyl.es/ (Opens in new window)
    Summary:
    Open new channels of access to information and handling procedures, without the need for trips to offices, via telephone, email, the sending of SMS alerts and email and making available to the public the information in the corporate portals.
    Target audience:
    Citizen, Company
    Agencies Responsible:
    Usage:
    Service in infrastructure network
    Contact:

    Manuel Friar River

    Overall direction of Attention to the citizen, Quality and modernization.
    Finance counseling

    Innovations.: 983 41 11 49 Email: frarioju@jcyl.es

    Type of Solution:
    Good Practice
    Status of the Solution:
    Production
    Organic Area:
    Autonomic
    Technical Area:
    Electronic processing, websites, electronic headquarters and attention to the citizen, support for the electronic processing
    Functional Area:
    Personal documents, government and the public Sector
    License:
    Not implemented
    Interoperability level:
    Technical

    Description

    Starting position and origin of the initiative

    Although the information telephone is launched in April 2003, is from September 2007 when the administration gives a strong momentum a este servicio para convertirlo en el teléfono único de información de la Junta de Castilla y León (JCYL), y adaptarlo a las necesidades que la Administración electrónica impone, tal y como establece la Law 11/2007 , which obliges the AAPP to count with telephone services that facilitate citizens access to information and electronic services.

    Goals

    • Abrir nuevos canales de acceso a la información y a la tramitación de procedimientos, sin necesidad de realizar desplazamientos hasta las oficinas, a través del teléfono, del correo electrónico, del envío de alertas por SMS y email y poniendo a disposición de los ciudadanos la información en los portales corporativos.

    Main challenges and key aspects for the implementation

    • Infrastructure design for voice and data communications that allow the interconnection of the center of attention of calls with the corporate network of the board of Catillano and Lion.
    • Contact center platform based on IP telephony with the advantages that this technology involves.
    • Comunicaciones entre el centro de atención de llamadas y la Red Corporativa de la JCYL a través del MacroLAN service telephone, which allows local networks located in different geographical locations they are connected with similar to the benefits to be gained from within the same building, with high reliability, scalability and simplicity.
    • Need political support as a transversal project.

    Subscriptions

    En esta área podrá darse de alta para recibir las notificaciones de cambios que se realicen en noticias, documentos o foros relacionados con la solución o el activo semántico.

    - PAe subscription management

    Los campos con asterisco * son obligatorios. Se debe marcar al menos una de las copiones de suscripción (Noticias, Documentos o Foros) e indicar el correo en el campo de texto indicado para el alta o la baja de suscripción.

    Introduzca el email con el que desea recibir las notificaciones de la solución o del activo semántico.

    *

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