In the context of the Covid-19 breakout, the Government Delegation in Extramadura decided to create a consultation mailbox, email@example.com. This was intended to answer citizen’s questions and doubts regarding the measures that were being adopted by the Spanish government in different public administrations in Spain.
The project also envisaged the creation of the Covid Extremadura consultation working group, to manage the mailbox and implemented a completely new working method. This was to be very agile and with unprecedented timing and response coordination, through the use of teleworking and digital technology. The team was responsible for answering citizen enquiries received 24 hours a day, seven days a week, within a maximum of 24 hours. The most urgent questions came first and were required to be answered immediately.
The existence of the mailbox and the working team have been promoted widely among public administrations in Extremadura, citizen and institutions. The very quick and efficient response rate to the enquiries was immediately perceived as very positive by the citizens. These two elements allow many people to access the service so the demand for information from the society has been unexpectedly high. Within three days from the creation of the mailbox, the demand increased to such an extent that five additional civil servants had to be assigned to deal with it. This was solved efficiently, thanks mainly to the commitment of the public employees in the face of the situation that society was going through due to the pandemic.