This website has been translated by machine translation software and has not been subsequently revised by translators. Further information at: link. Hide
The number 060 is reserved to "information service of the General state administration ”, and therefore the only number “ short ” attributed exclusively to the General state administration (apart from the numbers of special service of emergencies and emergency).
The Service 060 provides assistance to the citizen multichannel in informal consultations and initiatives have to do with the General state administration and its agencies. Through a Single infrastructure have been integrated services by individual agencies in a single common service, which makes it possible to streamline and improve the quality of service of attention to the citizen.
Target audience:
Citizen
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
NOTE:
In this e-mail will be met only consultations related to the integration of the citizen in the infrastructure 060. Other consultations please point them at the corresponding solution or you can call 060
Type of Solution:
Infrastructure or common service
State of the solution:
Production
Organic Área:
State
Technical Área:
Sitios web, sedes electrónicas y atención al ciudadano
,
Infraestructura de comunicaciones y mensajería
,
Servicios horizontales para las AA.PP
Functional Área:
Gobierno y Sector Público
,
Educación, cultura y deportes
,
Energía
,
Economía y Finanzas
,
Medio Ambiente
,
Educación, cultura y deportes
,
Salud
,
Población y Sociedad
,
Transporte
,
Regiones y Ciudades
,
Documentos Personales
License:
Not applicable
Interoperability level:
Technical
Programming language:
JAVA, Web Services, XML
Description
The telephone number 060 is reserved to "information service of the General state administration.
La integración de la atención telefónica en el teléfono 060 es una oportunidad para la Administración, y especialmente en la actualidad, con las iniciativas de reutilización, simplificación, etc. Si esta atención queda integrada en el teléfono 060, la percepción del ciudadano se verá claramente mejorada, por ser un número más fácil de recordar, que da acceso a un gran número de servicios, y por mejorar la calidad de atención al ciudadano empleando y optimizando los recursos existentes, sin perjuicio de que los organismos sigan proporcionando sus propios números de acceso directo a sus servicios telefónicos.
El servicio 060 se enmarca en la Ley 39/2015, de 1 de octubre, del Procedimiento Administrativo Común de las Administraciones Públicas, por la que se establece que las Administraciones Públicas deberán garantizar que los ciudadanos pueden relacionarse con la Administración a través de medios electrónicos, facilitando los canales de acceso y los sistemas y aplicaciones que sean necesarios.
Also, in the model of governance of ict to the General state administration (AGE), and as a result of the measures established by the commission for the reform of the administration (CORA) is declared as shared service delivery multichannel Service citizen attention. The objective is to provide a common service of citizen attention to the AGE and their government agencies, providing a Smart network infrastructure capable of absorbing and meet the flow of telephone inquiries from citizens received in the AGE, as well as a set of actors that provide a response to the consultations that require a greater degree of customization.
En ese marco, los servicios que se prestan actualmente en 060 son los siguientes:
Delivery of primary care level, which addresses the consultations of the citizen. Those questions whose treatment is not appropriate to the first level will be transferred to the agency.
Customer support and settling incidents arising from the use of information systems and applications of AGE.
Management and provision of smart grid, through an intelligent networking platform located at the level of network infrastructure. This allows for a switchboard services, treatment and intelligent routing, queue management and flows, recording, call transfer, etc.
