{"id":19014,"date":"2023-04-05T18:31:38","date_gmt":"2023-04-05T16:31:38","guid":{"rendered":"https:\/\/magtel.es\/proyectos\/servicios-de-asistencia-tecnica-multicanal\/"},"modified":"2026-09-07T12:58:09","modified_gmt":"2026-09-07T10:58:09","slug":"servicios-de-asistencia-tecnica-multicanal","status":"publish","type":"proyectos","link":"https:\/\/magtel.es\/en\/proyectos\/servicios-de-asistencia-tecnica-multicanal\/","title":{"rendered":"Multichannel technical assistance services"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">During <strong>2025<\/strong>, Magtel provided Sandetel with the <strong>Second-Level Monitoring and Specialised Citizen Support Unit<\/strong> service, designed to support the Citizen Information and Assistance Services of various departments and public bodies within the <strong>Andalusian Regional Government<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<h6 class=\"wp-block-heading\">Services Delivered<\/h6>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Training and operational support for first-level customer service units.<\/li>\n\n\n\n<li>Maintenance and updating of the service knowledge base.<\/li>\n\n\n\n<li>Coordination and escalation of incidents to third-level support teams.<\/li>\n\n\n\n<li>Advanced information and assistance services relating to taxation, treasury and public debt.<\/li>\n\n\n\n<li>General administrative information on procedures, formalities and public services.<\/li>\n\n\n\n<li>Management of the <strong>Info. Vivienda<\/strong> citizen information service.<\/li>\n\n\n\n<li>Delivery of the <strong>Consumo Responde<\/strong> consumer assistance service.<\/li>\n\n\n\n<li>Technical support for the use of the Electronic Processing Platform.<\/li>\n\n\n\n<li>Citizen information and assistance services covering Environment, Employment, Training, Self-Employment, Industry, Energy and Mining, as well as Knowledge and Universities.<\/li>\n\n\n\n<li>Specialised legal advice on gender-based violence through the <strong>Andalusian Women&#8217;s Information Helpline<\/strong>.<\/li>\n\n\n\n<li>Advice and support on equal treatment between women and men and work-life balance policies.<\/li>\n\n\n\n<li>Specialised document management services for information and service centres.<\/li>\n<\/ul>\n","protected":false},"featured_media":17574,"menu_order":0,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"ct_categorias":[952],"class_list":["post-19014","proyectos","type-proyectos","status-publish","has-post-thumbnail","hentry","ct_categorias-digital-transformation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Multichannel technical assistance services - Magtel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/magtel.es\/en\/proyectos\/servicios-de-asistencia-tecnica-multicanal\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Multichannel technical assistance services - Magtel\" \/>\n<meta property=\"og:description\" content=\"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. 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