The General Directorate for Citizen Services and Publicity provides multichannel citizen care services and institutional dissemination through various channels including in-person, phone, website, mobile apps, and social media. It aims to improve access to government information and services for citizens. Key activities include developing the virtual citizen care office with over 1,000 government procedures available online, managing social media accounts with hundreds of thousands of followers, and operating a telephone service that receives millions of calls per year. The directorate also leads institutional campaigns and manages an exhibition gallery that attracts over a million visitors.

1. General Directorate for Citizen
Services and Publicity

2. What do we do?
Multichannel Citizen Care Services Institutional Dissemination

3. What do we do?
Open Data
Institutional
Diffusion
Face-to-face
Exhibition
By Phone
gallery: Palau
Robert
By Website
By Mobile App By Social Cultural fairs
Networks
Multichannel Citizen Services Institutional Diffusion
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4. Virtual Care and Information
The institutional website
gencat.cat
- 168,994,190 visits in 2011
- 100,487,328 visits in 2012 (to September)
The electronic administration website: The
Virtual Citizen Care Office (OVT)
• Contains the entire catalogue of Generalitat procedures: 1470
• 435 of which can be done online (30% of total)
• 1,500,000 procedures carried out since 2011 (start-up date)
• 100,000 electronic notifications have been sent
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6. App development for mobiles
The Generalitat offers a mobile service available at the App Store
Mobile services (iOS), Google Play (Android) and gencat.mobi (Mobile web
version). These platforms provide access to the Open-Data mobile
gencat catalogue.
Web Apps Native Apps
Equipaments gencat
Contacteu
Parlament 2012
Actualitat
Equipaments
Trànsit
+
FGC
El temps
Mou-te Gastroteca
Rodalies
GCU
DOGC
Posa’t a prova Macedònia
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7. 7

8. Generalitat presence on Social Networks
STYLE AND USAGE GUIDE
 Fifth edition published (February 2012)
 40,804 guides downloaded
Social Network website
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9. The Government of Catalonia on Social Networks
 172 accounts
Twitter  303,431 followers
 183,630 sent tweets
 207,835 re-tweets and
mentions
Facebook  44 accounts
 79,449 fans
 20,100 messages
 182,929 comments, shares and
likes
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10. The Government of Catalonia on Social Networks
 34 accounts
 1,193,364 video views
 24 accounts
 57,042 video views
 22 accounts
 589,878 views and downloads
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11. 012 Phone Services and information
• Average of 2 million calls / year
• IVR service 24 x 7
Personalised service (by operator) Monday-Saturday, 7 to 11 pm
• Since 2010, the level of satisfaction has remained at 8.5 out of 10
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12. Face-to-face Care and Information
Citizen care offices and documentation registry
Citizen Care Office in Girona
A comprehensive service model has been
OAC Cerdanya implemented by unifying the citizen services of all
regional organisations of the Generalitat in Girona in a
single office
OAC Girona
OAC Lleida
OAC Barcelona
OAC Tarragona
6 Citizen Care Offices (OACs)
OAC Terres de l’Ebre • 120,000 visits
700 Generalitat Registry Offices
• 9,000,000 documents submitted
140 local offices working with the
Generalitat by agreement
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13. INSTITUTIONAL DISSEMINATION
 The Catalan media use open-data information and services published by the
Generalitat. This entails the institutional dissemination of the Catalan
Government and its services in the media, easily and transparently.
For example:
 ARA newspaper includes widgets from the Generalitat’s Twitter
profiles, such as traffic, weather and emergencies: @transit, @meteocat
@emergenciescat
 Some other newspapers, including El PUNT, AVUI, INFOJONQUERA, EL
TRAVESSER... publish Government open data separately by
municipalities. AVUI does this in each local edition.

14. www.infojonquera.cat
www.elpuntavui.cat www.eltravesser.cat

15. www.ara.cat

16. Institutional Campaigns
The General Directorate for Citizen Services and Publicity is in charge of the unified
management and standardised production of all Generalitat advertising campaigns in all
types of media.

17. Palau Robert Exhibition Gallery
 One million visitors since 2011
 30 exhibitions shown in its 4 gallery rooms
 Visitors' overall satisfaction is 8.9 out of 10
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18. gencat.catespecialeng