The telephone assistance service set up by the Department of Tourism of the Consell de Mallorca several months ago has been handling around 1,500 calls per month since its launch, with an average of about 80 citizen inquiries per day.

This initiative aims to improve citizen services and enhance the efficiency of tourism management on the island. It has proven key in addressing the high volume of inquiries, particularly since the Government of the Balearic Islands approved the new Tourism Decree last April.

This new unit, part of the Administrative Legal Service for Tourism Regulation and known as the Citizen Assistance Office (OAC), is responsible for handling all phone inquiries and, when necessary, redirecting them to the appropriate department.

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Tourism Hotline Handles Around 1,500 Calls per Month Since Its Launch

The service currently has four staff members — a coordinator and three administrative assistants — who answer calls received through the new dedicated phone line at 971 007 940, available from 9:00 a.m. to 2:00 p.m. on working days.

During this time, the hotline staff has undergone continuous training to improve citizen service and has held regular meetings to stay updated on legislative and executive developments, ensuring accurate guidance and assistance to callers.

According to Tourism Minister José Marcial Rodríguez, the Department has been able to meet the growing demand for information thanks to “an improved management model, which includes the implementation of this telephone assistance service and reinforcement of the Department’s resources. This has allowed us to respond to the large volume of inquiries in recent months following the approval of the new Decree.”

Rodríguez emphasised that “this improvement in management has also made it possible to enhance citizen service and deliver a much more efficient response as a public institution,” adding that the entire Department now operates from a single location for the first time: the La Misericòrdia Cultural Centre in Palma.