The City Council will shortly begin to test the new incident management tool, a new means of communication with citizens that will allow you to send us any requests you may have through different channels so that communication with you is more agile and fluid. This will help us save time and improve coordination of the incident resolution process.  

Until now, citizens have had a number of channels and methods for submitting their requests and incidents to the City Council, both physically, for example, by visiting the City Council in person, and online. Thanks to the SmartCitizen initiative, we are going to improve these channels and some of them will even be complemented by the initiative's new ones, which will allow for greater agility in the management of each case. One of these online channels is the Citizen Mailbox, where we have carried out a review to improve the functionalities that were available until now. 

In order to report an incident or send a suggestion online through this channel, you have to access the "Citizens' Mailbox" section of the City Council's website (www.santander.es), where you can fill in a simple form and provide details of the issue in question, including images if necessary. 

Now, thanks to the new tool, we are going to improve the internal management of all the requests, suggestions and incidents that reach us through the Citizen's Mailbox, as it will allow us to centralise all the information, thus increasing the speed and quality of the response. With this, we will be able to provide you with the following advantages: 

- A more agile response, better supervision and internal coordination with the staff involved in resolving each request.  

- Improved transparency of the resolutions, so that when the incident has been resolved, you will be able to access the images so that you can see the result, once it has been resolved, and you will also be able to evaluate the process within the App. 

Tests of this new incident management tool will begin shortly to check that the Citizen Mailbox works as the City Council services expect it to, reviewing every detail, such as the correct identification of the types of incidents. On the initiative's website we will keep you informed of all the latest news so that you are up to date with everything that is happening in your city!