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Madrid Digital is the agency responsible for the digital management of the Community of Madrid. It reports to the Local Government and Digitalisation Council. As Madrid community’s technology partner, it supports the community through its initiatives to digitise and digitally transform the public services it provides.
Madrid Digital’s mission is to promote the digitalisation through the efficient management of resources, continuous technological innovation and leadership in the implementation of change. It provides services, products and technological platforms that simply, quickly and securely meet the needs of the citizens, businesses and employees of the Community of Madrid.
Due to the diversity of user needs, Madrid Digital offers three types of services: Citizen Assistance, Social Security Card user assistance and the Service Centre, designed to help Community of Madrid civil servants use ICT services.
Juan Ramón Palomino, Head of the Multichannel Services and User Experience Department at Madrid Digital, is responsible for providing assistance and support to officials from the Community of Madrid for ICT services.
Madrid Digital chose Odigo to migrate to a cloud solution quickly and efficiently. Its objective was to provide services in a more flexible way to both agents and citizens.
250 agents meet the needs of citizens and offer them a wide range of services.
Madrid Digital had set itself several objectives in order to provide an even more effective response to citizens’ needs. The main aim was to have a voice channel, but also to rapidly migrate to a cloud solution while minimising bugs. Another priority was creating a seamless, close relationship with users, improving service to citizens and harmonising all IT systems.
Thanks to Odigo’s solution, Madrid Digital can offer citizens and users an agile response, allowing them to resolve issues and receive advice as soon as they make contact with a query. Users and citizens can also now contact Madrid Digital across a variety of channels.
Odigo’s solution has made it possible to set up messages that inform both citizens and users of service news and communication campaigns. These messaging features also offer a range of functionalities that allow users to obtain information without having to contact an agent.
Madrid Digital’s next objective is to fine-tune certain features: availability of the dashboard in real time, integration of other channels such as e-mail or chat into the platform and integration of Odigo™ into the ticket generation platform. Beyond this is the planned integration of artificial intelligence and CRM solutions to optimise service efficiency.
Providing a more tailored service to users and citizens across a variety of channels.
Improving efficiency by providing intuitive tools for Madrid Digital’s agents.
Enhancing convenience by providing users and citizens with the option to request an agent callback to resolve their query, if agents are temporarily unavailable.
Distributing service provision ensures continuity of service as agents can work in full or part shifts, on site or remotely from home or other locations.
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