Its objective is to facilitate the realization of all the procedures to all the clients, paying special attention to the people in situations of vulnerability

In recent years our way of living and relating has changed, and Hidralia has opted for innovation and the vocation of service to continue placing people at the center of its customer service model.  Anticipating their needs and preserving their health in the context of the COVID-19 crisis, while facilitating comfort when making arrangements has been the premise that has motivated the evolutions made.

In recent years our way of living and relating has changed, and Hidralia has opted for innovation and the vocation of service to continue placing people at the center of its customer service model.  Anticipating their needs and preserving their health in the context of the COVID-19 crisis, while facilitating comfort when making arrangements has been the premise that has motivated the evolutions made.

Therefore, in recent years, non-face-to-face channels have been promoted to facilitate procedures, so that each client could choose the channel through which they want to be served according to their needs, enjoying greater time flexibility to carry out procedures and avoiding unnecessary waits and displacements.

Speed, convenience and accessibility are advantages of these channels, such as the website, www.hidralia-sa.es where customers can consult or carry out any management, which also has a virtual assistance Chatbot in which customers are provided with answers to their most common queries. In addition to the telephone service, WhatsAPP or the video call service are other measures that the company is making available, without giving up an attention with the same closeness as always.

With this vocation to place people at the center, ensuring that all clients without exception can access their services, and above all ensuring good care for people in vulnerable situations has always been among our priorities. For this reason, the Contigo Program has been launched, with the aim of identifying these situations and finding a way to offer "exceptional solutions for exceptional situations".

This initiative has had the collaboration of Fundación SERES, a non-profit organization, with more than ten years of experience accompanying the transformation of companies and promoting their leadership in the face of social challenges. For the implementation, we are working with local social entities, such as Cruz Roja, Caritas, Asociación de Personas Sordas de San Pedro de Alcántara, Cepaim Foundation among others to know their vision, work together and offer them preferential attention channels for the anticipation and resolution of procedures of people in vulnerable situations identifying digital barriers,  of understanding, accessibility or economic that they may have.

Derived from the study carried out, in addition to reinforcing and consolidating some of the initiatives that were already underway, new actions are being launched, for example:

For comprehension barriers, in 2022 new languages will be deployed to serve our clients, ensuring the inclusion of immigrants who are not fluent in the language.

For the barriers linked to digitalization, in addition to facilitating the procedures by appointment in offices, telephone or videoconference, we are facilitating the ability to carry out procedures on behalf of other people, as well as facilitating the sending and receiving of paper documentation.

For barriers linked to hearing impairments, the use of the WhatsApp channel allows deaf people to have simple attention. In addition, the availability of the service of attention by sign language by video call has been increased and work is being done on personal attention for 2022.

Additionally, for situations of economic vulnerability, the objective is to ensure that all those people who may require any of the available aid (options such as "12 drops" - fractional payment with the same amount each month -, deferral and fractionation of debt without interest, fees and social funds) know them and can request them in a simple and agile way.  To this end, we are working with different local social entities so that they can facilitate the procedures to people with whom they work who may require these aids.

Hidralia people who serve customers through any of the channels are directly involved in the Contigo program. In addition to having held awareness sessions to publicize the type of gaps and how to act in these situations, a channel has been opened so that all staff, from their experience on a day-to-day basis, can provide suggestions for improvement.