The Local Government Board of the Vitoria-Gasteiz City Council, at the proposal of the Department of Open Government and Civic Centers, has approved the award for the comprehensive management of the omnichannel citizen attention service and in-person attention at the office located on San Antonio street (and soon in Plaza Nueva) for a period of three years. The service will be provided by the company Versia Contact Center for an amount of 50,215.00 euros per month and 18.15 euros per hour for reinforcement.
The contract will begin on January 1, 2027, and will end on December 31, 2029. This service complements the citizen attention provided by the City Council's own staff in other citizen service offices, ensuring continuous hours, including Saturdays and public holidays.
The 010 telephone service, telematic channels, and the citizen attention office on San Antonio street (which will move to the ground floor of the City Hall in early 2027) will be managed by the awarded company, allowing for flexibility in each channel according to current needs. The new contract will incorporate new technological tools to enhance the attention experience.
The councilor for Open Government and Civic Centers, Miren Fernández de Landa, explains that “the new contract will consolidate a closer, more agile, and accessible model of attention, allowing citizens to interact with the City Council through the channel that best suits their needs. The service will offer general information on municipal procedures and services, appointment management, registration and tracking of requests, handling of complaints and suggestions, as well as support and advice on electronic processing and the use of the municipal electronic headquarters”.
In addition, the service will handle the management and updating of digital channels, maintenance of the Citizen Mailbox, and the execution of information campaigns and opinion surveys. Key tasks include providing information and guidance on municipal procedures and services, managing appointments, tracking files, collecting and responding to citizen complaints and suggestions, and carrying out administrative procedures.
The contract also includes support for citizens in using the electronic headquarters and municipal digital services, including assistance with electronic processing and basic resolution of technological incidents.
