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Implementation of the citizen of Mailbox PAG

  • Short Name:
    Citizen's mailbox
    The Mailbox of the citizen allows the receipt, storage and answer messages that citizens are sending via a simple web form.
    Target audience:
    Every Public Administration
    Responsible Agencies:
    Ministry of Territorial policy and Public Service
    State secretariat for Public Service
    General Directorate of Public Governance
    Ministry of economic and Digital Transformation
    State secretariat for Digitization and Artificial intelligence
    Secretariat-General for administration Digital
    Product installable

    Sub-department of management Momentum and Digital services provided to citizens

    Type of Solution:
    Good Practice
    State of the solution:
    Organic Área:
    Technical Área:
    Web sites, electronic headquarters and citizen attention
    Functional Área:
    Government and Public Sector
    Interoperability level:
    Operating system:


    Thanks to the Mailbox is possible to administer and automated a flood of messages from the citizens. These messages are sent through an HTML form (front). And they are directed to the agency that has the mailbox and their partners (as it allows the rejection of messages).

    In addition it occurs in a controlled manner, as implementation allows for maximum response times and generate warning post.

    Also, thanks to its implementation is possible to exploit the messages in the mailbox, getting various detailed reports: for response times, by type of matter of messages, etc.

    Adicionalmente, el Buzón posee un sistema de archivado que permite almacenar mensajes que no vayan a ser procesados más (que hayan finalizado su ciclo de vida) de modo que queden disponibles solo en modo lectura para posible referencia futura.


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