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The content of this newsletter will be written in Catalan

Customer Service

Customer service is a key factor for good quality, efficient public services. In this respect, customer service becomes an essential bridge between municipal services and citizens, offering suitable responses and effective solutions according to their needs.

What is Customer Service at BSM?

Customer Service is the unit tasked with attending to, managing and resolving enquiries, suggestions and requests from members of the public through various communication channels regarding any service or product managed by BSM. Our main goal is to offer personalised, efficient and transparent support, guarantee citizen satisfaction, and strengthen confidence in the municipal administration.

Citizen support through multiple channels

To ensure an efficient and accessible service, the BSM Customer Service Unit works across multiple channels, offering citizens the possibility to communicate by various means - by phone, in person, in writing (web forms, mail, citizen mailbox) and via social media - according to their preferences and needs. We believe that the use of multiple platforms facilitates fluent and ongoing interaction, guaranteeing a smooth experience regardless of the channel used. This model of support aims to improve the speed of responses and optimise the management of requests.
 

Commitment to quality and transparency

Our Customer Service unit not only aims to resolve people’s queries and offer information, but also to continually improve the quality of BSM services. Because of this, active listening is essential for continued improvement, which we pursue through the voice of the customer and their satisfaction. We methodically measure satisfaction indicators (CSAT) while firmly opting for constant staff skills acquisition and the use of technology to optimise the time and quality of the response.

Another cornerstone is transparency, which guarantees that all support is provided with professionalism, equity and access to public information.

Evolving service

The commitment to ongoing improvement allows BSM Customer Service to adapt to the changing needs of citizens. Digitalisation, process automation, and the addition of new technologies are key factors in providing more agile, efficient and inclusive support.

BSM Customer Service is an essential element in municipal management, guaranteeing a close and effective link between the institution and the public, promoting participation, confidence and well-being among the community and improving people’s quality of life.

Citizen Help and information Point

Citizen Help and Information Point offer us the support needed to carry out a whole range of management actions linked to BSM’s activities. Having a Citizen Help and Information Point available, located in Eixample and with excellent public-transport links, facilitates the task of providing our clients with the most efficient face-to-face assistance. 

Face-to-face assistance in this office is provided:

Corporate office: working days from Mondays to Fridays from 8:30 am to 2:30 pm and from 3:30 p.m. to 7:30 pm. Saturday from 9:00 am to 13:30 pm. 

Opening hours in August: working days from Mondays to Fridays, from 8:00 a.m. to 3:00 p.m. Closed on Saturdays.

Video consultation service: working days from Mondays to Fridays, from 12:00 p.m. to 2:00 p.m. and from 4:00 p.m. to 7:00 p.m.

If you prefer through prior appoinment, click here. If you have any queries over procedures, you can resolve them by telephoning 93 887 50 34. 

Location of BSM Citizen Help and Information Point

1. Text size

The accessible design allows the user to adjust the fonts to the size that suits them. This action can be performed in different ways depending on the web browser used. The following is the menu action where this functionality is located:

Firefox. View> Text Size> Increase / Decrease.
Explorer. View> Text Size> Larger.
Mobile Explorer. View> Zoom> Larger.
Conqueror. View> Increase Font / Decrease Font.
Opera. View> Zoom>%.
Safari. View> Make text larger.

2. Visual design

Accessible design takes into account that visual design can be turned off and content can be accessed in a single-column format with black letters on a white background (according to the default settings of most graphical browsers). On the other hand, there are also web browsers that allow you to select a personal style sheet, to adapt the presentation to the needs of the user.

3. Links

In order for the user to be able to scan the links on the page, we have made sure that the links make sense out of context.
Links to new windows have been restricted to external links and document links. These links are indicated by “Open link in new window”.

Links marked like this will only open in a new window if you have Javascript enabled. Otherwise, the link will open in the same window.

4. Accessibility: an always active process

Web accessibility is built on criteria that in many cases are subject to subjective evaluation. On the other hand, access difficulties vary greatly depending on the type of disability that may occur in a user, which means that the application of the criteria is not always optimal for everyone.
Whether it is to continuously improve the accessibility of the website, or to meet specific requests for access to content, we ask that you do not hesitate to send us any queries or requests you may have through the contact form.

5. Accessibility software

JAWS, a screen reader for Windows. A time-limited demo version is available.
Lynx, a free text-only browser for blind users with Braille devices.
Links, a free text-only browser for users with a slow connection.
Chrome, Firefox or Opera, a visual browser with many accessibility features, including zoom.

General information of the website

In accordance with the duty to provide information in article 10 of Law 34/2002, of 11 July, on Information Society Services and Electronic Commerce, the following information is provided below: The owner of www.bsmsa.cat is BARCELONA DE SERVEIS MUNICIPALS, SA (hereinafter BSM), domiciled at Carrer de Calàbria, 66 - 08015 Barcelona, ​​registered in the Mercantile Registry of Barcelona with the number: 6165/03 Volume: 35452 Folio: 28 Sheet B 108458 Registration 87. CIF: A08765919. Contact email: bsmsa@bsmsa.cat. Contact telephone: 93 887 50 34

Privacy policy

BSM complies with current regulations on data protection and ensures the correct use and processing of personal data. Each personal data collection form informs you of the purpose of processing the requested data. At any time, the user may exercise their rights of access, rectification, deletion, opposition, portability and limitation by communication to the following email address: protecciodades@bsmsa.cat

Who is the Data Controller of your personal data?

The Data Controller of your personal data is Barcelona de Serveis Municipals, S.A. (hereafter "BSM"), with registered office at Carrer Calàbria, 66, 08015, Barcelona, and email address protecciodades@bsmsa.cat

Furthermore, the data subjects are hereby informed that BSM has appointed a Data Protection Officer, who may be contacted by email at DPO@bsmsa.cat

What is the purpose of us processing your data, and what is the legal basis of this processing?

You can find out all the data processing activities conducted by BSM, as well as the legal basis for each of them, through our Data Processing Register.

How long do we keep your personal data?

BSM will keep your personal data for the time required to fulfil the purpose for which they have been collected, provided you do not request the deletion of said data or withdraw your consent.

Once the purpose for which the personal data was collected has been fulfilled, or their deletion has been requested, or consent withdrawn, according to Article 32 of Organic Act 3/2018, of 5 December, on the Protection of Personal Data and Guarantee of Digital Rights, the personal data will be duly blocked for the time necessary to meet the corresponding legal obligations in each case.

To whom will the personal data be disclosed?

BSM may disclose your data to public or private third parties when there is a legal obligation or authorisation to do so.

Likewise, in order to provide you with the services, BSM may use service providers who may have access to your data and who will be acting in the name of and on behalf of BSM, following our instructions, and under no circumtances will they be able to use your data for their own purposes. 

You can find more detailed information on our Data Processing Register.

Are there any international personal data transfers?

BSM does not anticipate any international data transfers. However, should such transfers take place in the future, the provisions of the applicable data protection regulations shall be taken into account and applied.

Are your data used for automated decision-making or profiling?

BSM does not contemplate automated decision-making or profiling with personal details. However, should such transfers take place in the future, the provisions of the applicable data protection regulations shall be taken into account and applied. 

What are your rights as a data subject?

• Withdrawing consent: you will have the right to withdraw your consent at any time. However, withdrawing your consent shall not affect the legality of the processing carried out up to that moment.
• Access: you may receive confirmation if BSM processes your personal data and view the personal data that BSM processes.
• Rectification: you may correct your personal data if they are inaccurate and complete them if they are incomplete.
• Erasure: you may request that your personal data be deleted for several different reasons, including on the grounds that the data are no loger necessary for the purposes for which they were collected. 
• Objection: you may request that your personal data not be processed. BSM shall stop processing the data, unless there are overriding legal reasons for the processing or it is necessary for the exercise or defence of legal claims. 
• Restriction of processing: you may request the restriction of data processing in the following cases:
  • while a challenge regarding the accuracy of the data is being investigated.
  • when the processing is unlawful and you oppose the deletion of the data and request the restriction of their use instead.
  • when BSM does not need to process the data, but you need that data to exercise or defend legal claims.
  • when you have objected to the processing of the data for the performance of a task in the public interest or for the fulfilment of a legitimate interest, pending the verification of whether the legitimate grounds of BSM override yours. 
• Portability: you may receive an electronic copy of any personal data you have provided us with and any data that has been obtained through your relationship with BSM and forward them to another entity.

You may exercise these rights by sending a written request to Barcelona de Serveis Municipals S. A. Carrer  Calàbria, 66 08015, addressed to the Data Protection Officer, or by sending an email to protecciodades@bsmsa.cat. Please be informed that in order to exercise your rights, you will have to provide sufficient evidence of your identity, indicating which right you wish to exercise.

Lastly, the Data Subject shall have the right to lodge a complaint with the Catalan Data Protection Authority www.apdcat.cat if they believe that BSM has not processed their personal data in accordance with the applicable regulations.