The OAC - Oficina de Atención al Ciudadano- Citizens´ Office of the Calpe City Council is celebrating its 10th anniversary. The office was founded in June 2009 with five clerks and one manager as the first point of contact for the citizens.
Today, ten years later, 9 clerks and one manager are already working at the OAC. The office has just reached 97% in terms of citizen satisfaction. The office has extended opening hours, even on Saturdays, to facilitate citizens' contact with the city administration.
Since January and until the end of January, the office has personally assisted 21,969 citizens, in addition to telephone enquiries or via the Internet. In the first half of the year, the office opened 12,721 files and handled 22,938 cases. Since 2044, the Citizens' Office has reduced the waiting time by 8 minutes. In order to further improve the service, the office will set up a telephone appointment service from September.
How to get a fishing license, how to register a de facto partnership, where to camp in Calpe or what the fines for a violation of the city ordinance are are just some of the many and varied questions that the staff of this service answer every day. In this sense, the aim is to respond to all questions and concerns of the citizens. In addition, the OAC Office is responsible for carrying out the procedures previously managed separately in each of the departments, from a request for registration or cancellation of a private right-of-way to a permit to burn wood debris or work.
The OAC office also registers all incoming files or applications (Punto de Registro de Usuario); i.e. the OAC office also issues digital certificates (Ventanilla Única) and thus citizens can register and manage all their applications and documents with the entire state administration. Citizens can also register in the city via the OAC office. In addition, the OAC office is part of ORVE (Oficina de Registro Virtual), which enables citizens to address themselves to all government offices by electronic means.
The OAC Citizens´ Office is ISO 9001 certified and continues to strive to provide the best possible service to citizens.