Context
The Registry Assistance Office, under Law 39/2015, is responsible for the registration of applications and documents from citizens and other administrations. With the advent of digital administration, these offices now operate alongside electronic offices, allowing users to interact remotely. While some municipalities may have a separate registry with dedicated staff, others integrate registry tasks with other departmental functions due to factors such as size, resources or administrative structure.
The municipality of La Nucía, with fewer than 20 000 inhabitants, has a large administrative structure spread over a large area with many services. Administrative tasks are not only performed in the central offices, but also in numerous physically separate locations.
Objectives
The management project is based on the search for simplification and efficiency of the internal practices carried out by the personnel who perform the entry records. To achieve this, a number of objectives were set, starting with improving the efficiency in registration offices and the e-headquarters. The second objective was to reduce the number of instances that are not attended. Finally, a chain for tracking the entry records from when they are generated until they reach the person responsible for their processing needed to be established.
Thanks to this practice, several improvements in the services offered to citizens have been achieved. Personalised and face-to-face attention has been increased, and security has been provided to users who decide to submit their requests electronically.
Implementation
The coordination and promotion of change has come from the General Secretariat of the City Council, in collaboration with all the agents involved in improving the practice, among which are all the staff performing office functions. This practice has entailed the redesign of the internal procedure for registering documents, as well as the distribution of documents between the different departments of the organisation. In the same way, it has served to determine the activities and functions that are carried out in the different municipal areas, and to keep a catalogue of procedures of the organisation updated. Moreover, the implementation of this project has directly resulted in a reduction of two working days per employee per year, as well as the reduction of errors in the internal information distribution chain.