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Ticketing tracker

  • Short Name:
    Ticketing
    Summary:
    Aplicativo orientado a ofrecer capacidad para la gestión de incidencias y preguntas recogidas a partir de las necesidades planteadas por los ciudadanos en el servicio 060.
    Target audience:
    Citizen
    Agencies Responsible:
    Political ministry Territorial and Public Function
    Secretariat of state of Public Function
    General Secretariat of Digital Administration
    Usage:
    Installable product
    Contact:

    Finance ministry and public administrations
    Innovation General office programs and the citizen
    (c/mary of Molina, 50. 3rd floor. 28071 Madrid
    Tf: 91 273 22 29. E-mail

    Type of Solution:
    Good Practice
    Status of the Solution:
    Production
    Organic Area:
    State
    Technical Area:
    Electronic processing, websites, electronic headquarters and attention to the citizen
    Functional Area:
    Government and the public Sector
    License:
    Unknown
    Interoperability level:
    Technical
    Programming language:
    JAVA, J2EE

    Description

    Purpose:

    Define a new model of care to the citizen, joining the network 060 the development of a system of settling incidents raised by citizens, which have not been able to take immediate solution.

    Objective:

    El propósito de la aplicación es la construcción de un sistema de gestión de incidencias planteadas por el ciudadano, de tal forma que aquellas cuestiones que no hayan podido tener solución inmediata, puedan ser resueltas por expertos, comunicando posteriormente al interesado la solución a la cuestión planteada.

    Para ello se dota al aplicativo de los mecanismos necesarios para la gestión, creación, mantenimiento, presentación y explotación de estas incidencias y de la base de conocimiento creada a partir de las mismas.

    Description:

    Oriented to offer applicatif capacity for managing incidents and questions gathered from the needs raised by citizens in the service 060, and to which this service has not succeeded in giving an immediate solution.

    Designed to facilitate communication with citizens and the management of problems, doubts or needs they might have.

    Ticketing possesses a mechanism of incident management based on profiles in building permits, solution and administration. This structure allows in whole life cycle of an incidence, since creation to the communication of the solution to the citizen affected.

    The application of Ticketing presents a Web tool for registration and incident management raised by citizens via the telephone service of 060, as well as those internal incidences encountered during the daily use of the solution.

    In order to expedite response times the citizen, the tool has a centralized knowledge base that allows us to operate efficiently the knowledge acquired during the repeated use of the same.

    The application revolves around 5-axis basic activity:

    • Exploitation of existing knowledge base to respond to the need raised by the citizen via the telephone channel.
    • El registro de aquellas incidencias a las cuales no ha sido posible dar respuesta de forma inmediata.
    • La solución de dichas incidencias y posterior comunicación con el ciudadano demandante de la información.
    • Management of users with access Contrat @, as well as the permissions assigned to Them.
    • Statistics oversight system activity

    Requirements:

    A nivel de usuario es necesario disponer de un navegador Web basado en IE 6, IE 7 o Firefox 2.x con conexión al servicio, y credenciales de acceso a la parte de gestión.

    Results:

    El aplicativo debe ser capaz de permitir al operador explotar la base de conocimiento generada a partir de las incidencias planteadas, consiguiendo así progresivamente un mayor número de resoluciones directas a las preguntas realizadas por los ciudadanos.

    Advantages:

    El usuario podrá explotar de forma sencilla la base de conocimiento adquirida durante la resolución de las distintas incidencias, incrementándose sucesivamente el número de incidencias resueltas de forma directa sin intervención de expertos y sin necesidad de llamadas de comunicación posteriores.

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