Citizen’s Advice Service (CAS)

La Rinconada, with more than 35,000 inhabitants, is a pleasant and growing municipality. La Rinconada’s status as a modern, metropolitan city means it encompasses a wide socio-economic spectrum with diverse needs and demands. In response, the Local Government is clearly committed to providing general services that effectively meet the needs of all its citizens. Furthermore, the Local Government highlights individual problems and needs through concrete solutions aimed at eliminating the impersonal nature of municipal services.

Generally speaking, this is a work philosophy coordinated by the Local Government of Civic Participation that seeks to implement a humanised municipal management concept adapted to each resident’s demands.

Citizen’s Advice Service (CAS) is an institutional tool that reflects this concern, presenting the Town Hall as an immediate, direct, and close management entity for addressing citizens’ demands and problems.

Objectives

• Improving the Town Hall service towards the citizens. The significant population increase in La Rinconada, with 1,000 new inhabitants per year, requires the creation of a new tool that focuses on human management and personalising the solutions required by each citizen.
• Increasing the level of communication with the citizens. In a democracy, informed citizenship are those who participate, know the immediate reality, and have the necessary tools to engage in society’s progress.
• Improving the quality of public service offerings. This tool incorporates the use of new technologies to improve efficiency and efficacy of municipal services.
• Knowledge and analysis of municipal management and citizen’s real demands.The studies developed regularly by the SAC will define the approach for designing policies and actions aimed at improving the present and the future of La Rinconada.
• Establishing a clear and effective channel of communication between the Town Hall and its residents, and vice versa. This initiative aims to make significant progress in the contribution of initiatives and suggestions.

Still need help?

Telephone number: (+34) 954 79 24 13

Address: Calle Alcalde Pepe Iglesias (at the front of Carmen Laffón High School)

Primarily, the CAS is a call centre service, available from Monday to Friday from 10:00 a.m. to 2:00 p.m. During these 6 hours, it directly channels La Rinconada citizens’ complaints, suggestions, or requests for information or services. The remaining hours and on weekends, the service is managed by a call answering machine where citizens’ can leave their queries along with their personal details. This ensures that CAS technicians can contact users to provide prompt responses.

In cases where it is advisable to forward queries to the Delegations and Municipal Departments, the CAS manages each case to ensure its process and solution as quickly as possible.

The CAS also offers in-person assistance from Monday to Friday, from 10:00 a.m. to 2:00 p.m., at the office on Calle Alcalde Pepe Iglesias. Additionally, residents can manage their inquiries via email at participacion@aytolarinconada.es, where they can send queries, complaints, suggestions, or any other issues related to municipal management.