Three years go by now in which obtaining attention in Social Security has become a real headache for citizens. However, the Government denies the biggest and points out that the problems of face-to-face care in the organization after the “incidental and complex” situation caused by the pandemic “have been tackled”, after having served nearly six million citizens in 2022 and reinforce the number of interim staff by 747 people, who are expected to start working in the first half of 2023.
As stated in a Congressionally registered written response to a BNG question, the Executive explains that since December 2022 the incorporation of interim personnel is taking place, with a total of 747 workers, of which 441 are from group C1 and 306 from group A2. This, according to the Government, will mean “a reinforcement of important personnel”, both at the level of Provincial Directorates and in the local network through the Social Security service and information centers.
In terms of reinforcing personnel, the Government has also highlighted the “Plan Incorpora”, which is designed to facilitate the adaptation to the job position of more than 2,500 public employees in 2023 with an approximate time of 450 hours of training, allowing a higher quality in attention, as well as advice on situations of vulnerability of the citizen in digital training when relating to the Administration.
On the other hand, the Executive has highlighted a new intelligent waiting management system that has been adapted to a new face-to-face service protocol, put into practice as of last December 2022 in the Provincial Directorates with the purpose of achieving citizen care “as operational and effective as possible, within the limitation of available human resources.” This system is divided into two levels of care, the first without a prior appointment and a second by appointment, the latter reserved for the processing or obtaining of personalized information, with particularities reserved for vulnerable citizens who are guarantees processing by spontaneous concurrence. Since the beginning of the protocol, 139,647 citizens have been attended from the first level of assistance, according to the Executive.
295 million web visits
For its part, the Government also points out that throughout 2022 the volume of queries and telematic procedures has been a total of more than 285 million accesses to the Electronic Office of Social Security, which is accompanied by a total of more than 295 million accesses to the Social Security website. The electronic registry, the gateway for telematic requests, has had a volume of 3.8 million, of which, addressed to the Treasury, add up to a total of 1.25 million throughout 2022. Likewise, the Treasury has a toll-free telephone number for telephone inquiries that has answered a total of 9.9 million calls in 2022.
On the other hand, at the moment a pilot program for carrying out procedures through videoconference and over the telephone through identification by OTP –one-time password–which has already been implemented in Vizcaya, Las Palmas and Santa Cruz de Tenerife, reports Ep.