• With this model, municipal attention will be daily in all places that currently lack it and will be done remotely.
The Town Hall has awarded the contract for the information system that will support this new model of in-person attention.
Councilor Paula Llobet has indicated that «it is expected that the model will be operational by the end of 2026» and «will allow civil servants to inform on any matter within the competence of the City Council.»
The City Council of València has awarded the contract for IT services for the design, development, and production of the information system that will support the new model of in-person attention «Citizenship 360» to SOPRA STERIA ESPAÑA, SA.
Through this contract, with a total amount of 389,341.10 euros (VAT included) and a duration of 18 months, the necessary applications will be developed to serve as an information system for the new model of comprehensive citizen attention, aimed at introducing quality criteria and technological improvements in the processes of informal channels of interaction with the population.
As explained by the Innovation Councilor, Paula Llobet, currently, «citizen attention is provided through three channels: in-person (District Boards or Citizen Service Offices), by phone (via 010), and electronically (through the website, headquarters, AppValència, WhatsApp, or any other social network). And within each of these means, citizens can find several entry points to interact with the City Council. In this context, municipal employees who handle these requests do not have an information system that centralizes data to manage it more efficiently and effectively.»
Therefore, Llobet has indicated that the City Council’s intention is «to launch the ‘Citizenship 360’ model by the end of 2026, which will allow the transition from departmental windows, where only matters related to that department are known and reported, to a multidisciplinary integrated model where civil servants can inform on any matter within the City Council’s competence.»
In addition, the councilor has emphasized that these offices «will develop mechanisms of active listening to the citizens to improve the service provided» and has added that, likewise, «it will be promoted to be comprehensive, meaning that, in addition to addressing informal requests and providing general information, personalized information will also be offered to citizens, such as access to their records, notifications, fines, census data, contact information, etc.»
Finally, the councilor has indicated that this contract «complements other projects in which we are also working to implement this model through which the City Council will extend daily municipal citizen attention to all those places that currently lack it, such as districts, and will do so remotely.»
Initial Consultancy
The first phase of this contract begins with a consultancy that the awardee must carry out, analyzing the current situation, attention channels, sources of citizen information, applications currently in use, etc. The goal is to propose operational improvements for the system to be developed.
Once completed, the design and development of the different subsystems will proceed, such as the citizen subsystem, which will constitute the core of information on citizenship and the only system for the history of all received attentions; or the information subsystem, which will be responsible for obtaining data and making all the necessary information available to civil servants for quality citizen service.
The communications subsystem will also be created for relations between the population and the City Council; the processing subsystem, where the different processing flows of the request will be defined; and the video conferencing subsystem, which will allow in-person citizen attention but done remotely, so the system must offer, in addition to video conferencing, basic functionalities for citizens to operate with a computer or remote terminal.
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