Who we are?
We have been working in a single venue since October 2015 to improve citizens’ experiences, bearing in mind BSM’s purpose, vision and values.
We are a large team of 40 multi-specialist individuals, able to attend to phone calls and also to answer complaints / suggestions / demands and assist visitors. We have extensive experience in meeting citizens’ needs.
We always look for excellence. We provide the tools needed not just for our team but also for city residents, to speed up any procedure whenever possible. We put self-management systems at the disposal of our clients and users to ensure fast and wait-free communication, having the fullest possible information available for resolving incidents.
We practise active listening, appreciating every client’s experience is unique, to find improvements in our procedures and ensure they have a positive effect on the rest of the population. Training is key to ensuring good care. That's why our team receives ongoing training throughout the year, to meet the needs of city residents, at an average of 50 hours a year per person.