The problem
In-person and telephone services saturated during concentrated processing periods such as the municipal register, local taxes or grant calls. In those windows, telephone wait times multiplied and a large share of calls went unanswered.
Growing municipal headcount to cover those peaks was not realistic, given public recruitment constraints and the structural cost of a permanent post for a seasonal need.
What we did
The service was designed as onshore delivery within Spain, with data residing in the European Economic Area and controls aligned with the National Security Scheme requirements applicable to processing citizens' data.
The team resolves first-line enquiries, reports on case status and guides people through electronic filing, which is where frustration concentrates for citizens less used to the online portal. Cases needing an official's judgement are passed on with the file already prepared.
Capacity was agreed against the municipality's administrative calendar, with reinforcement planned for concentrated processing periods.
Team shape
Eight onshore agents working hybrid, scaling to fifteen during concentrated processing periods, covering Castilian Spanish and Catalan.
Timeline
A 30-day pilot on the general information queue, progressive extension by subject area, and full operation in month five.
Data handling and compliance
Exclusively onshore delivery in Spain, with no international data transfers. Controls align with the applicable National Security Scheme requirements; Corpshore does not claim formal ENS certification. Data processing agreement signed with the municipality as controller.
Results
- -72 %
- Missed calls at peak
- -3 min 40 s
- Average wait time
- +26 %
- Procedures completed online
- -48 %
- Referrals to officials with incomplete files
Measured against the same processing period the previous year.
On the general queue during concentrated processing periods.
After adding guided support during the call.
Municipal staff receive the case ready to decide.
Figures relate to the period stated in each case and depend on each client's starting point.
The value has not been answering more calls, it has been that a resident who calls confused can finish the procedure without coming to the office.