The 360 Offices represent a true transformation of the current model of attention to citizens that turns the Madrid administration into a more agile, closer, safer, and more modern administration.
The new service model offered by the 360 Offices allows citizens to request an appointment to be served through the new “Office 360” webapp or using a sculpin in a simple and fast way anywhere and from any device.
The 360 Offices incorporate the possibility that the citizen chooses if he wishes receive the information you request through video attention with all the guarantees, which makes it possible to avoid unnecessary travel, saving time and security, which is so important in the current context of the health crisis.
The physical offices have been equipped with a new contactless shift management system that allows you to request and obtain an appointment to be served from any personal device such as a mobile phone or tablet without the need to touch or use common elements.
The prior appointment for both face-to-face care and video care can be requested through the following channels:
-WebApp "Office 360" choosing the option “Appointment”
-chatbot by activating the "Ask the chatbot" button or the symbol
Both through the WebApp and the Chatbot at the time of requesting the prior appointment and, provided that the requested service can be performed in both modalities, you will be offered the option of being attended in person or through video attention.
The request for attention through video attention can be made through the chatbot to whom you must first request the service you want to receive and, subsequently, indicate which type of care you prefer.
It can also be requested through WebApp, selecting the Branch and the service that you want to request by choosing the Video service option.
Then, it is necessary to complete the information fields that are requested, including the email so that they can send you the link to which you must connect on the day and time of the scheduled appointment.
Likewise, they will provide you with the instructions for access to a test environment that will allow you to check if your connection is correct and the video and audio conditions are adequate so that the quality of the video service is satisfactory.
The 360 Offices offer the possibility of requesting face-to-face assistance without having an appointment.
It is an option, however, It will only be operational at times when there is availability for that.
The request for care without an appointment is made as follows:
Capturing with the mobile unit’s QR code that appears on the physical posters placed in the offices themselves or
By accessing the WebApp, selecting the option Get an appointment (without an appointment)
Once the shift has been requested, if there is availability and it can be made effective, the user will receive a notice on your mobile (through the WebAPP itself and/or by SMS) indicating at what time and in what position they will be attended to.
However, all 360 Offices have a person who will provide support and help to people who request it.