general directorate for citizen services and publicity
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General Directorate for Citizen Services and Publicity
What do we do?
Institutional DisseminationMultichannel Citizen Care Services
What do we do?
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By Phone
By Website
Open Data
Face-to-face
By Social Networks
By Mobile App
Institutional DiffusionMultichannel Citizen Services
Exhibition gallery: Palau
Robert
Cultural fairs
Institutional Diffusion
Virtual Care and Information
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The institutional website
gencat.cat- 168,994,190 visits in 2011- 100,487,328 visits in 2012 (to September)
The electronic administration website: The Virtual Citizen Care Office (OVT)
• Contains the entire catalogue of Generalitat procedures: 1470• 435 of which can be done online (30% of total)• 1,500,000 procedures carried out since 2011 (start-up date)• 100,000 electronic notifications have been sent
App development for mobiles
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Equipaments
Contacteu
Actualitat
Trànsit
El temps
Mou-te
Rodalies
DOGC
Posa’t a prova
The Generalitat offers a mobile service available at the App Store (iOS), Google Play (Android) and gencat.mobi (Mobile web version). These platforms provide access to the Open-Data mobile catalogue.
Native AppsWeb Apps
gencat
Parlament 2012
Equipaments
FGC
Gastroteca
GCU
Macedònia
+
Mobile services
gencat
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Generalitat presence on Social Networks
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STYLE AND USAGE GUIDE
Fifth edition published (February 2012)
40,804 guides downloaded
Social Network website
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44 accounts 79,449 fans 20,100 messages 182,929 comments, shares and
likes
172 accounts 303,431 followers 183,630 sent tweets 207,835 re-tweets and
mentions
The Government of Catalonia on Social Networks
The Government of Catalonia on Social Networks
34 accounts 1,193,364 video views
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24 accounts 57,042 video views
22 accounts 589,878 views and downloads
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012 Phone Services and information
• Average of 2 million calls / year• IVR service 24 x 7
Personalised service (by operator) Monday-Saturday, 7 to 11 pm• Since 2010, the level of satisfaction has remained at 8.5 out of 10
Face-to-face Care and Information
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OAC Barcelona
OAC Girona
OAC Terres de l’Ebre
OAC Lleida
OAC Tarragona
OAC Cerdanya
6 Citizen Care Offices (OACs) • 120,000 visits
700 Generalitat Registry Offices • 9,000,000 documents submitted
140 local offices working with the Generalitat by agreement
Citizen care offices and documentation registry
Citizen Care Office in GironaA comprehensive service model has been implemented by unifying the citizen services of all regional organisations of the Generalitat in Girona in a single office
INSTITUTIONAL DISSEMINATION
The Catalan media use open-data information and services published by the Generalitat. This entails the institutional dissemination of the Catalan Government and its services in the media, easily and transparently.
For example: ARA newspaper includes widgets from the Generalitat’s Twitter profiles,
such as traffic, weather and emergencies: @transit, @meteocat @emergenciescat
Some other newspapers, including El PUNT, AVUI, INFOJONQUERA, EL TRAVESSER... publish Government open data separately by municipalities. AVUI does this in each local edition.
www.elpuntavui.cat www.eltravesser.cat
www.infojonquera.cat
Institutional Campaigns
The General Directorate for Citizen Services and Publicity is in charge of the unified management and standardised production of all Generalitat advertising campaigns in all types of media.
Palau Robert Exhibition Gallery
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One million visitors since 2011 30 exhibitions shown in its 4 gallery rooms Visitors' overall satisfaction is 8.9 out of 10
gencat.cat\especial\eng