The guide focuses on five core values: proactivity, agility, trust, transparency, and empathy. It was developed collaboratively by municipal staff to address the 4,000 daily interactions handled by the local administration.
“"Citizen service is the responsibility of everyone in the City Council and is carried out in every response we give."
Physical upgrades at the Viladecans Informació office include accessible counters for people with reduced mobility and digital feedback stations. Recent data shows that 93.5% of users give the highest rating to the treatment received by staff.
