Ferroser, the Ferrovial Services subsidiary specialized in facility maintenance and upkeep, has been awarded the contract to manage the public service hotline (010) and the network of neighborhood offices, as part of the city's Línea Madrid
program. This four-year contract, which can be extended for another two years, is worth 40 million euro. The company will add a service to meet the needs of the hearing impaired and will manage queries via social media.
It will manage the public service hotline (010), which Madrid residents can call with questions related to the city government and the services it provides. It will also manage the network of neighborhood offices throughout the city, which provide information about Madrid and the local government. The contract includes quality evaluation indicators to ensure effective service delivery. More than five million queries by phone and online are expected per year.
The company will improve the current website by adding more sections and options, and will promote alternative communication channels, including social media such as Facebook and Twitter, as well as chats, which are currently unavailable. It will also implement specific software to enable the hearing impaired to call 010. The service will also meet the needs of city employees. Ferroser currently manages Madrid's SUMMA 112 emergency medical call center.
Ferroser, which has over 20 years of experience in facility management, also has extensive expertise in managing services with a significant technology component and service-level agreements.