Organized by Atento in collaboration with its associate Dintel, this event was held at the Madrid Casino on the 22nd June, with the aim of providing a forum for the exchange of ideas and best practices among experts from Public Administration bodies. Those attending, almost 50 in number, included Directors and Sub-Directors from the various Autonomous Regional Governments, and representatives from the Ministries of Industry, Technology, Employment, Immigration, Health and Social Security and the Interior, the Police Department, the State Telecommunications Network etc. The main topic for discussion was value added Customer Service provision, specifically in relation to Prior Appointments.

The forum was divided into two sessions. The first part involved a Technical Discussion in which representatives from Health Services (the Castilla and Leon Health Services (Sacyl), the Catalan Institute of Health and the Government of Andalucia, Department of Health), presented their respective models for Prior Appointment Management, explaining how management systems have evolved (the use of IVR and VRU, online channels etc), how these have been implemented and Citizen satisfaction levels as a result.

Raúl Hermosa, Director of Public Administration Business at Atento Spain, took part in this technical discussion, offering his reflections on two key areas; "the need to employ Administration resources in a more productive and efficient manner, especially in the face of Government budget cuts; and working to improve the Consumer Experience in dealings with Public Administration - by providing optimum quality of service".

The second session consisted of a lunchtime debate focused on "different management models for Prior Appointment Services". In this space the importance of multi-channeling was highlighted, alongside questions of efficiency, the need to share initiatives, the introduction of new technologies and the experience of the citizen/consumer.  One of the key issues raised was the necessity for customer service companies to fully align their operations to the requirements of the bodies they serve, an area in which Atento plays a major role.  

Atento Spain, as a market leader in Citizens Advice, Emergency and Prior Appointments now manages around 35% of Public Administration Contact Center Services, according to figures published in 2009 by the DBK consultancy.

The speakers at the Prior Appointments Forum were the following:

Mr. Jesús García-Cruces Méndez, General Director of Health Development, Castilla and Leon Health Services (Sacyl), Regional Government of Castilla and León (chairing the Technical Session discussion).

Mrs. Elena Juárez Peláez, General Director of Patient Services, Madrid Health Service (SERMAS), Regional Government of Madrid (chairing the Lunchtime Debate).

 Dr. Francesc Garcia Cuyas, Deputy Director, the Catalan Institute of Health (ICS) Government of Cataluña.

Mr. José Mª González Conejo, Director of Health Response, Public Health Emergency Services (EPES), Regional Government of Andalucia.

Mr. Raul Hermosa Cruz, Director of Public Administration Business Atento Spain.