What barriers does the CONTIGO programme address?
As a result of the study carried out, a set of barriers have been detected that we intend to break down through new initiatives and the reinforcement of others that were already implemented:
- For the barriers to understanding, we are working on the use of new languages to serve our customers, ensuring the inclusion of immigrants who are not fluent in Spanish.
- For the barriers linked to digitisation, in addition to facilitating procedures by appointment in offices or over the phone, we are making it easier to carry out procedures on behalf of other people, as well as sending and receiving paper documentation.
- For the barriers linked to hearing disabilities, the use of the WhatsApp channel allows deaf people to communicate easily with us. In addition, we have made a sign language service available to those customers who may need it, both in offices and via video call.
Additionally, for cases of economic vulnerability, the aim is to ensure that all those who may require any of the available aid are aware of these options and can apply for them quickly and easily. These support schemes include "12 drops", which allows payment in instalments with the same amount each month, the deferment and interest-free payment in instalments of debts, and availability of social tariffs and funds.