The Citizen Service Office (SAC) of the Irun City Council, which will mark its 30th anniversary in 2027, has seen a significant improvement in the quality of its services, reaching an average rating of 4.8 out of 5. The service managed over 236,000 interactions last year, and the use and valuation of new channels continue to grow, although the 010 phone line and in-person assistance remain the most utilized.
In-person service, at the offices on San Marcial street, registered 60,790 attendances, with an average wait time of 93 seconds for appointments and 7 minutes and 42 seconds without one. The rating for this service has increased to 4.9 out of 5. For the 010 line, the average wait time was 19 seconds, and the average call duration was one minute and 39 seconds.
Last year, 4,075 Irun txartelas were also issued. Municipal census procedures are the most common in face-to-face interactions, for both registrations and modifications. Additionally, 51,488 written documents were registered for various municipal departments, and over 4,000 for other institutions.
According to the report and satisfaction survey presented by the Delegate for Citizen Attention, Jon Ugarte, and the service director, Izaskun Larrarte, the overall average rating for the SAC is 4.8/5, an increase of 0.05 points from the previous year. The rating for in-person service continues to rise, reaching 4.9.
The SAC continuously incorporates new channels for citizen interaction, such as the website, app, and self-service machines. However, the telephone and face-to-face assistance remain the most used methods. At the offices, a triage desk has been implemented for those arriving without appointments, which resolves 30% of the demand entering the office.
The lost and found service has also been consolidated. In 2025, 2,336 items were received, almost 11 points more than the previous year. Of these, 1,319 were successfully returned to their owners, representing an increase of nearly 10%.
