During 2025, Magtel provided Sandetel with the Second-Level Monitoring and Specialised Citizen Support Unit service, designed to support the Citizen Information and Assistance Services of various departments and public bodies within the Andalusian Regional Government.

The unit acts as a specialised support service for first-level teams, facilitating the resolution of complex enquiries, knowledge management, and coordination with higher support levels to ensure an efficient, high-quality response to citizens.

Services Delivered

• Training and operational support for first-level customer service units.
• Maintenance and updating of the service knowledge base.
• Coordination and escalation of incidents to third-level support teams.
• Advanced information and assistance services relating to taxation, treasury and public debt.
• General administrative information on procedures, formalities and public services.
• Management of the Info. Vivienda citizen information service.
• Delivery of the Consumo Responde consumer assistance service.
• Technical support for the use of the Electronic Processing Platform.
• Citizen information and assistance services covering Environment, Employment, Training, Self-Employment, Industry, Energy and Mining, as well as Knowledge and Universities.
• Specialised legal advice on gender-based violence through the Andalusian Women’s Information Helpline.
• Advice and support on equal treatment between women and men and work-life balance policies.
• Specialised document management services for information and service centres.