- Informs about all procedures and services of ministries and public agencies
- In the last 9 years calls to 060 have multiplied by six from 2.2 million in 2011 to 12.8 million in 2020
- The 060 currently includes 230 telephone lines of different administrative bodies and more than 25 citizen care services
Telephone 060, which reports all the procedures and services of the General State Administration (AGE), answered in the first quarter of 2021 (with data until March 29) a total of 3,398,783 calls from citizens, 20% more than the calls registered in the same period of the previous year.
Throughout 2020, the number of calls served by 060 was 12,794,369, 18.5% more than the number of calls received in 2019. And those registered in 2021, indicate that, as in the last two years, the calls that inform about the services and procedures that the AGE to the citizens will continue to grow.
Permanent care
The 060 is an AGE telephone answering channel that has a smart network telephone platform that supports citizens 24 hours a day, every day of the year, and attends on a first level directly in a centralized way the calls of citizens, referring them, if necessary, to operators specialized in the different matters.
Thanks to a single number, 060, easily memorized, people are served on AGE services and procedures, without having to travel and without having to know the numbers of attention of each administrative service in the different ministries and public agencies of the State.
In recent years, the Ministry of Territorial Policy and Public Function has promoted the integration and unification in 060 of the different telephone numbers of the AGE in order to rationalize resources and facilitate the relationship with citizens.
The following graph shows the annual evolution of calls between 2011 and 2020. Thanks to the integration process in a single number, in the last eight years the calls to 060 have multiplied by 6, going from 2.2 million in 2011 to 12.8 million in 2020.
AGE information
The 060 currently includes about 230 telephone lines of different administrative bodies and more than 25 services of attention to the citizen, among them, attention to victims of terrorism, payment of traffic fines, prior appointment at traffic headquarters, complaints to the police, alien procedures, prior appointment of DNIe and passport, meteorological attention, prior appointment, information on public employment, emergency services, consular crisis of the Ministry of Foreign Affairs, European Union and Cooperation or information on procedures and services of ministries and public agencies.
Last year, the 060 phone answered a total of 12,794,369 calls. And in the first quarter of 2021 (data updated to March 29, 2021) the 060 has served a total of 3,398,783 calls from citizens, 20% more than the calls registered in the first quarter of the previous year.
In all the months of 2020, except those corresponding to the period of the state of alarm, in spring, the monthly calls received exceeded those registered in 2019.
The most requested services on phone 060 are prior appointment of ID and passport, matters and procedures of the General Directorate of Traffic and MUFACE.
AGE Citizen Care Offices
One of the last services incorporated in 2020, due to the pandemic, is the appointment at the information and citizen care offices of the AGE. It was launched in June 2020, coinciding with the gradual reopening of the citizen care offices closed due to the state of alarm, given the need to prioritize telephone and telematic care, being necessary for the case of face-to-face care the prior appointment to limit the capacity.
The project is scalable, incorporating in a first phase 50 offices and gradually incorporating the others, in the ministerial departments and delegations and subdelegations of the Government.
In parallel, the different MUFACE offices distributed throughout the national territory continue to be integrated into the 060, for the pre-appointment service.