For the improvement in quality of face-to-face service, three support tools have been added: dynamic face-to-face organisation and management systems, prior appointments and information screens (each one with different levels of implementation and distribution at present). In the local network, the tool with by far the most widespread implementation is the first one.
This dynamic face-to-face management system means that the members of staff can (without leaving their desk) deal with any customer from the different groups that require the service and enables each citizen to be given a number at the entrance, regardless of the process they want to complete and the location of different booths.
This system also allows:
- The presentation of consolidated statistical data from the whole network, providing information on processing volumes and level of fulfilment of the objectives committed to in the Lists of Services.
- The visualisation in real time of all the face-to-face service processes from any position in the network: volume of customers who are waiting to be seen; average and maximum waiting and service times; which standards each member of staff or each service meet.
- The preparation of monthly reports monitoring face-to-face service.
From the point of view of the face-to-face support office and its organisation, the system makes a distinction between service needs that can be dealt with relatively quickly (for example, less than 5 minutes waiting time) and needs that require, because of their nature and content, more time to be dealt with.
Therefore this system has been gradually making progress with the basic indicator in the control, monitoring and establishment of quality commitments and standards of the Social Security face-to-face service, having been implemented in most of the local offices of the TGSS and the INSS.
One of the basic objectives for achieving good face-to-face service is to reassure citizens/customers, insofar as is possible, that their time is also very important for the Social Security (as a modern and adaptable organisation that aspires to be a benchmark within the Civil Service). Given that within the satisfaction rates of the citizens´ perception of quality in face-to-face service, the evaluation of waiting times is of huge importance.
But this commitment is not enough in today´s world, instead so-called face-to-face or in-person support must be completed by setting up alternative and supplementary channels for dealing with the public: Comprehensive Telephone Support Service or the Electronic Office over the internet.