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Ticketing tracker

  • Short Name:
    Ticketing
    Summary:
    Oriented to offer applicatif capacity for managing incidents and questions gathered from the needs raised by citizens in the service 060.
    Target audience:
    Citizen
    Agencies Responsible:
    Ministry of economic affairs and Digital Transformation
    Secretariat of digitization status and Artificial intelligence
    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:

    Definir un nuevo modelo de atención al ciudadano, incorporando a la red 060 el desarrollo de un sistema de resolución de incidencias planteadas por los ciudadanos, las cuales no han podido tener solución inmediata.

    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.

    This gives the application of the necessary mechanisms for the management, creation, maintenance, presentation and exploitation of these incidences and the knowledge base created from them.

    Description:

    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, y a las cuales este servicio no les ha conseguido dar una solución inmediata.

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

    Ticketing posee un mecanismo de gestión de incidencias basado en perfiles con permisos de creación, solución y administración. Dicha estructura permiten en ciclo de vida completo de una incidencia, desde su creación a la comunicación de la solución al ciudadano afectado.

    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.

    Con el fin de agilizar los tiempos de respuesta al ciudadano, la herramienta cuenta con una base de conocimiento centralizada que nos permite explotar de forma eficiente el conocimiento adquirido durante el uso reiterado de la misma.

    The application revolves around 5-axis basic activity:

    • Explotación de la base de conocimiento existente para dar respuesta a la necesidad planteada por el ciudadano a través del canal de atención telefónica.
    • The registration of those incidences which has not been possible to respond immediately.
    • 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:

    The application must be able to allow the operator to exploit the knowledge base generated from the incidences raised, thereby achieving progressively more resolutions directly to queries made by citizens.

    Advantages:

    The user can exploit easily the knowledge base gained during the resolution of the various occurrences, successively increase the number of occurrences resolved directly without the intervention of experts and without the need of communication calls post.

    Subscriptions

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