The 060, which reports all the formalities and services of the General Administration of the State (AGE), attended throughout the year 2020 a total of 12,794,269 calls from citizens, 18% more than the calls registered in the year 2019, in which 10,799,961 calls were received.

The 060 is an AGE telephone service channel that has a smart network telephone platform that supports citizens 24 hours a day, and serves at first level directly on a centralised basis the calls of citizens.

Thanks to a single number, 060, people can be cared for on AGE services and procedures, without having to travel and without having to know the care numbers of each administrative service in the different ministries and agencies of the State.

The Ministry of Territorial Policy and Civil Service has promoted the integration and unification in 060 of the different telephone numbers of the General Government of the State in order to rationalize resources and facilitate relations with citizens.

Thus, in the last nine years, calls at 060 have almost multiplied by 6, from 2.2 million in 2011 to more than 12 million in 2020.

The 060 currently includes more than 230 telephone lines from different administrative bodies and more than 25 citizen services, including care for victims of terrorism, payment of traffic fines, prior appointment in traffic chiefs, complaints to the police, immigration procedures, prior appointment of DNIe and passport, weather care, prior appointment, information on public employment, emergency services or information on ministry formalities and services.

The increase in calls during 2020 is partly explained by the incorporation of the pre-appointment service into the AGE Citizen Information and Care Offices and by the integration of MUFACE offices into 060 for the pre-appointment service. A total of 32 MUFACE offices have so far been integrated into this service.

As regards these first months of 2021, 1,649,607 calls have been received. The most demanded services on the 060 phone are ID and passport prior appointment, matters and formalities of the General Traffic Directorate and MUFACE procedures.

In addition, the “Brexit 060” telephone service has been operational since 1 January 2021, with the aim of reporting on the impact of the UK exit on 31 December 2020. The main information revolves around issues such as Residence, Healthcare, Driving Permit, University, Travel and Business and an additional option for further consultations