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Appointment to the citizen attention

  • Summary:
    Permite la gestión de citas previas tanto a través de internet como de forma telefónica o presencial. Consta de dos aplicaciones:
    - PCP: a backend which defines the structure of citations (formalities, days, timetables, etc) and managed quotes (collection of lists, information of citations, give quotation via telephone or face to face, etc.)
    - ICP: a frontend on the internet in which the actual citizen can obtain, consult and cancel your appointments.
    Target audience:
    AGE
    Agencies Responsible:
    Ministry of economic affairs and Digital Transformation
    Secretariat of digitization status and Artificial intelligence
    General Secretariat of Digital Administration
    Usage:
    Service in network to end user
    Contact:

    soporte.cita@correo.gob.es

    Type of Solution:
    Infrastructure or common service
    Status of the Solution:
    Production
    Organic Area:
    State
    Technical Area:
    Management systems and services
    Functional Area:
    Government and the public Sector
    License:
    Other
    Interoperability level:
    Technical

    Description

    Since the General secretariat of Digital Service is offered, in mode of service in cloud an application of previous appointment for the management of access for citizens to face offices.
    La arquitectura del sistema de la aplicación. Consta de dos partes:

    • ICP: Se trata del frontal que se publica en internet con la oferta de citas que se haya configurado. El ciudadano puede elegir la cita en función del trámite
    • PCP: consists in which manages the backend where managers are configured headquarters, paperwork, jornades, tables and times and published citations obtained free online.

    Desde PCP se puede definir distintos tipos de trámites, a los que se asocia una duración predeterminada, mesas de atención al público, jornadas, festivos y horarios y en base a esta información confecciona los calendarios de citas disponibles.

    For each agency user, the application allows to define Areas (e.g. provinces) and within each Field headquarters of attention to the public (offices).

    De cara a configurar la disponibilidad de citas a través de internet, la aplicación cuenta con dos conceptos, de cuya conjunción surge la disponibilidad o no de una determinada cita a través de internet o solo desde la aplicación interna (para citas telefónicas o presenciales)

    • A particular procedure could be offered only through the domestic application or also through internet
    • Una determinada mesa asociada a un trámite puede ofrecer sus citas solo a través de la aplicación interna o también a través de internet.

    The domestic application has 4 user profiles:

    • Operator of information
    • Citador
    • Manager
    • Admin

    The allocation of permits to a particular user takes place at the level of Field, headquarters and/or specific procedure.

    El acceso por parte del ciudadano a la aplicación de cita previa en internet, ICP, no requiere el uso de certificado electrónico ni el registro previo del ciudadano.

    Obtaining quotation is providing the information configured for each process, such as name and surname, DNI and country of nationality.

    Para la obtención de una cita, el ciudadano selecciona en primer lugar el ámbito para el que desea obtenerla, luego el trámite y finalmente la sede de entre las que tengan citas disponibles.

    El administrador de la aplicación puede configurar para cada trámite y provincia el modo en el que ciudadano va a visualizar la oferta de citas que se le ofrece.

    There are four different modes:

    • View A: First Appointment Available
    • View Three: First three quotes available
    • Vista Hora: Tres primeras citas disponibles con elección de hora a partir de la que se desea la cita
    • View Map: Full calendar of quotes available.

    The use of the application by an agency will require the signature of a cooperation agreement, that in case of opt for use as cloud service with an economic contribution to the sustainability of the same.

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