Social Security has not answered almost 600,000 calls from citizens during the crisis

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Javier Gonzalez NavarroSEGUIRMadrid Updated: Save Send news by mail electrónicoTu name *

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CC.OO. been reported in the general council of the National Institute of Social Security on the line 900 of this agency has had nearly 600,000 calls not answered of the citizens during the pandemic.

The result, according to this union, is not only the delay in the management of the services, whose terms have more than doubled in not a few communities, but the difficulty that citizens have to contact public service of Social Security, which is causing the image of queues to the doors of the offices, which cannot be attended to without prior appointment, and to those who are referred systematically to a line 900, a saturated and an online channel that many people have difficulty to use.

so, CC.OO. has called on the secretary of State for Social Security, Israel Arroyo, to take the appropriate measures to resolve this situation immediately, in addition to require the reinforcement of the templates.

Posters on the door of a Social Security office in Madrid – GUILLERMO NAVARRO

The union explains that the process of desescalada has been brought about as a logical effect that all the requests that citizens have been putting off during the pandemic to focus now on your presentation, which is coupled to the application of the new Minimum Income Vital. However, the lines 900 and the management systems of appointment to serve as a “gateway” to the Social Security for the majority of the population “have not been reinforced, so that it is producing a kind of “bottle neck” which has as a consequence delays widespread attention, and in some provinces you can’t get an appointment for care face-to-face in the offices, with the serious problem of neglect of the citizens that this implies”.

however, CC.OO. recognizes and appreciates the effort made by the Social Security for the strengthening of device management through an online web page which has made possible, for example, the percentage of applications telematic pension fund has almost quadrupled during the confinement, and which puts this channel access in only 17% of the total applications registered so far this year.

however, the union recalls that the channel of online management can not absorb by itself the bulk of the management that requires the Social Security in their relationship with the citizens, because there are many people who have difficulty to access this pathway of communication skills digital limited, the complexity of procedures, etc… For this reason, CC.OO. he points out that “what is needed is a way to ensure the person attention to all those people who need it.”