The Directorate of Citizen Attention and Consumer Defense, reporting to the Special Unit for Strategic Projects of the Municipality of Concordia, carries out a Citizen Attention service, a communication channel that allows residents to submit complaints, make inquiries, and share concerns, which are handled through the 105 telephone number or via the "HolaMuni" ChatBot.
The Undersecretary of the Special Unit for Strategic Projects, Leandro Garbarino, explained that the system is one of the main connection channels that the municipality has with residents. "The Citizen Attention service is a fundamental pillar in the administration of mayor Francisco Azcué, as it allows citizens to express their demands, submit complaints, or share concerns," he noted.
And he added that "by incorporating technology, data, and information, our area seeks to be more efficient in managing complaints, and this space facilitates decision-making and the resolution of problems that affect residents, as occurs in the large cities of Argentina."
A SYSTEM AVAILABLE 24 HOURS A DAY, 7 DAYS A WEEK
Subsequently, Garbarino stated that "HolaMuni" (number 345 424 7796) is a clear example of how innovation and digital services can improve the interaction between residents and the municipality. This system, which was developed by the Directorate of Informatics, allows citizens to make complaints, inquiries, and share concerns in an agile and efficient manner through a digital chat available 24 hours a day, 7 days a week.
"By operating completely digitally, the need to travel between offices is eliminated. Each complaint becomes an administrative case file with traceability, which allows residents to follow the status of their request through the municipality's website, thus improving communication and saving time for both citizens and the administration," the official valued.
He later described that "the team in charge of managing these complaints is made up of approximately 10 people who work in various areas of the municipality. In addition to the in-person service offices, which operate under the 105 system, the team also handles requests by phone and through digital platforms. Working in a coordinated manner with the different municipal areas, an attention protocol is followed that allows complaints to be resolved quickly and efficiently, always seeking the best interaction to satisfy the needs of the residents."
From his perspective, he revealed that for "the Mayor, Citizen Attention Services are essential in his administration, as they prioritize active listening to residents and the orderly channeling of their demands. Thanks to a geolocation system, complaints can be visualized in real time according to their type and location, which helps to make more informed decisions. Furthermore, he maintains constant contact with the team, evaluating the data and ensuring that the solutions implemented are the most effective, with the ultimate goal of improving the quality of life of the residents and advancing in the modernization of municipal services."
EFFICIENCY, TRANSPARENCY, AND AVAILABILITY
On the other hand, the Director of Citizen Attention and Consumer Defense, Guido Di Gioia, highlighted that "the digital system for resident attention has brought multiple advantages compared to traditional methods. First, it stands out for its efficiency, transparency, and availability. This system allows for the generation of a digital administrative case file in a matter of minutes, which guarantees traceability in the process. This means that the resident can follow the progress of their request in real time, knowing exactly what stage it is in. Furthermore, once the complaint is resolved, the resident is asked to confirm if the procedure was satisfactory, which ensures constant feedback. Shortly, quality surveys will also be incorporated to evaluate not only if the procedure was completed, but also satisfaction with the response time and the final result."
Regarding the results, he clarified that they are positive. "We started with a pilot test in August 2024 and, so far, more than 5,200 complaints have been entered. The resolution rate has reached 74%, almost 75%, which represents a significant advance in the efficiency of the service. Although some complaints are still pending final confirmation by the residents, the data reflect a much more controlled and effective management compared to previous methods, which ensures that the responses given are aligned with the expectations of the residents."
Finally, he listed the future objectives of the area and said that "the main one is to continue improving the interaction between the different areas of the municipality, which will allow for continuous progress in responding to complaints. Although the areas are already responding efficiently, the goal is to incorporate more types of services offered by the city into the system, expanding its reach. In addition, work will be done to increase the visibility of the ChatBot among residents through training and visits to neighborhoods, supported by the Relevar program. We want more people to know about the tool and understand that they have access to a transparent system with traceability, where they can check the status of their complaint at any time."
The Undersecretary of the Special Unit for Strategic Projects, Leandro Garbarino, explained that the system is one of the main connection channels that the municipality has with residents. "The Citizen Attention service is a fundamental pillar in the administration of mayor Francisco Azcué, as it allows citizens to express their demands, submit complaints, or share concerns," he noted.
And he added that "by incorporating technology, data, and information, our area seeks to be more efficient in managing complaints, and this space facilitates decision-making and the resolution of problems that affect residents, as occurs in the large cities of Argentina."
A SYSTEM AVAILABLE 24 HOURS A DAY, 7 DAYS A WEEK
Subsequently, Garbarino stated that "HolaMuni" (number 345 424 7796) is a clear example of how innovation and digital services can improve the interaction between residents and the municipality. This system, which was developed by the Directorate of Informatics, allows citizens to make complaints, inquiries, and share concerns in an agile and efficient manner through a digital chat available 24 hours a day, 7 days a week.
"By operating completely digitally, the need to travel between offices is eliminated. Each complaint becomes an administrative case file with traceability, which allows residents to follow the status of their request through the municipality's website, thus improving communication and saving time for both citizens and the administration," the official valued.
He later described that "the team in charge of managing these complaints is made up of approximately 10 people who work in various areas of the municipality. In addition to the in-person service offices, which operate under the 105 system, the team also handles requests by phone and through digital platforms. Working in a coordinated manner with the different municipal areas, an attention protocol is followed that allows complaints to be resolved quickly and efficiently, always seeking the best interaction to satisfy the needs of the residents."
From his perspective, he revealed that for "the Mayor, Citizen Attention Services are essential in his administration, as they prioritize active listening to residents and the orderly channeling of their demands. Thanks to a geolocation system, complaints can be visualized in real time according to their type and location, which helps to make more informed decisions. Furthermore, he maintains constant contact with the team, evaluating the data and ensuring that the solutions implemented are the most effective, with the ultimate goal of improving the quality of life of the residents and advancing in the modernization of municipal services."
EFFICIENCY, TRANSPARENCY, AND AVAILABILITY
On the other hand, the Director of Citizen Attention and Consumer Defense, Guido Di Gioia, highlighted that "the digital system for resident attention has brought multiple advantages compared to traditional methods. First, it stands out for its efficiency, transparency, and availability. This system allows for the generation of a digital administrative case file in a matter of minutes, which guarantees traceability in the process. This means that the resident can follow the progress of their request in real time, knowing exactly what stage it is in. Furthermore, once the complaint is resolved, the resident is asked to confirm if the procedure was satisfactory, which ensures constant feedback. Shortly, quality surveys will also be incorporated to evaluate not only if the procedure was completed, but also satisfaction with the response time and the final result."
Regarding the results, he clarified that they are positive. "We started with a pilot test in August 2024 and, so far, more than 5,200 complaints have been entered. The resolution rate has reached 74%, almost 75%, which represents a significant advance in the efficiency of the service. Although some complaints are still pending final confirmation by the residents, the data reflect a much more controlled and effective management compared to previous methods, which ensures that the responses given are aligned with the expectations of the residents."
Finally, he listed the future objectives of the area and said that "the main one is to continue improving the interaction between the different areas of the municipality, which will allow for continuous progress in responding to complaints. Although the areas are already responding efficiently, the goal is to incorporate more types of services offered by the city into the system, expanding its reach. In addition, work will be done to increase the visibility of the ChatBot among residents through training and visits to neighborhoods, supported by the Relevar program. We want more people to know about the tool and understand that they have access to a transparent system with traceability, where they can check the status of their complaint at any time."