ServiceLine 115 - "The fast access"
The Federal Government has set itself an ambitious goal with 115 service line as a Germany-wide standard service line for the Administration.
On the way to achieving this, the main task has been to consolidate and expand the existing initiatives in the most pragmatic and effective way possible with 115 as a common target. At the same time, separating the front and back office together with the setting up of a central public authorities number offers great advantages already at municipal level.
Of course, service will not be restricted to the telephone. Modern service centres leave it to the customer or the citizen to decide in what form s/he wants to make contact. Here, integrated solutions that supplement the option of telephone contact with e-mail, SMS and Web portals to the multi-channel front end are becoming increasingly popular.
eitco combines the experience it has gained in process and IT consultancy in the area of eGovernment with its experience of call centres and contact centres, as well as its know-how concerning the implementation of voice portals for routine information, call center pre-selectors and call centres for crisis situations.
Benefit of solution
- Higher service quality due to central dial-in, fewer restrictions in the service times and immediate processing in most cases
- Consolidation of processes from various public offices via a central front office
- Merging with administrative procedures via service platforms (SOA)
- Better ability to deal with crisis situations due to the temporary involvement of external capacities
- Installation on the basis of modern contact centre technology with telecommunications equipment, multi-channel front end, ACD, CRM and knowledge bases
