It is an asynchronous and unidirectional communication system for conveying news, service content, access to administrative procedures and general information to the public in an approachable, relevant way.
It was launched in May 2016. To receive messages from this channel, access http://telegram.me/gencat from the browser
Requests for information from the Government of Catalonia can be made free of charge by sending an SMS to 681 012 012. The only limitations are those inherent to the nature of this channel, such as complex queries or those that may violate protection of personal data.
The maximum response time for this service is two hours within opening hours.
The opening hours for queries is Monday through Friday, except holidays, from 8 am to 10 pm.
The instant messaging application for accessing the 012 Citizen Service free of charge can be downloaded to your phone from the virtual store by searching on Telegram. To use this service, you need to register the 681012012 number on our agenda or enter http://telegram.me/gencat012
The sequence of messages of information provided in the queries made is recorded to have a record of the operations undertaken and to monitor service quality.
Any personal information provided in the query is done so voluntarily by the interested party and implies their acceptance of the conditions of use and operation of the instant messaging services.
The Administration of the Government of Catalonia guarantees the confidentiality of citizens’ data provided to its instant messaging service, in accordance with the provisions of Law 15/1999, of 13 December, on the Protection of Personal Information.
These data will be collected and processed in an automated file, the purpose of which is to support the comprehensive management of the Government’s 012 telephone and IM service.
The agency responsible for the file is the Directorate-General for Citizen Services. To exercise your rights of access, rectification, cancellation and opposition, you must send a written request to the Direcció General d’Atenció Ciutadana at this address: Via Laietana, 14, 3r pis, 08003 Barcelona.
The bot (abbreviation of robot) is a search engine users can interact with by sending online orders and requests using various commands. The @gencatbot service offers citizens information about facilities. It can be used to locate police stations, chemists and, in the case of health centres, hospitals, primary care centres and other primary care centres out of working hours, by way of an automatic query to the Government of Catalonia’s Official Facilities Directory.
Users can access the service at this address: telegram.me/gencatbot and then click the ‘/start’ button. Next, choose between one of three options: police stations, chemists and health centres. The application geolocalise where the citizen is will provide information on the three nearest facilities or the user can indicate a different location using the paperclip symbol.
If there are results, the bot will provide the distance, name of the facility, the address, the town or city and the telephone number, without giving them in order of proximity, but a map will be shown where the facility can be found. In the event the query does not provide what you are looking for, you can go to the @gencat012 channel of Telegram and contact a 012 operator in person.
The Guide explains the strategy that is followed in the various instant messaging services and what are the basic criteria of operation of each service.