Sofia Municipality

Project

Building a Contact Center (CALL.SOFIA.BG)

Principal

Sofia Municipality

Purpose of the project

One of the main activities of the Sofia municipal administration seeks to strengthen and improve the system of administrative services to citizens and businesses, as well as to introduce and develop more new, modern activities and services for all users. Many signals for irregularities in the urban environment and other spheres of public life are received daily by the various departments of Sofia Municipality. In order to facilitate citizens and guests of the capital, it was necessary to establish a single entry point – a single telephone and website, where these signals can be received, processed, distributed to the relevant departments of the municipal administration, and finally to respond to the sender.

 

The contact center is built on a web based information system developed by KONTRAX, Cisco Call Center, a server complex, work stations for operators, network infrastructure and Tableau BI Software for generation of complex reports. The location of signals is determined by integration with Google Maps. The software solution is built with Microsoft technologies and integrated with a record-keeping system of the municipality through web services.

 

After commissioning of the Contact Center, citizens and guests of the capital have quick and convenient access to the service of registration of signals and requests for information. Each signal is registered and the sender must receive a response within a specified time. The analysis of received signals by their type and location allows the municipal administration to take the necessary preventive and corrective activities in order to effectively solve problems in the urban environment.
With the launch of the work of the Contact Center, an opportunity was provided for the collection of all signals in a single database which led to facilitation of control and traceability activities. At the same time, there is no change in the work process of employees from the departments responsible, as the municipality’s document management system for document interchange is used.

Solution

Citizens and guests of the capital can easily submit a signal to the municipal administration. Efficiency of the the departments’ work is increased significantly since much of the document flow, deadline monitoring and activity reporting is done electronically. The effect of the commissioning of the Contact Center cannot easily be measured in financial terms, as the system has been in full operation since mid-October 2014. At the same time, the results of the social and organizational aspects of its activity are obvious.

National Expert Medical Commission
National Expert Medical Commission

Provision of computer and communication equipment

Registry Agency
Registry Agency

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Bulgarian Posts
Bulgarian Posts

Provision of the right to use Microsoft Enterprise Subscription Agreement software products

Razgrad Municipality
Razgrad Municipality

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TARG BG
TARG BG

Delivery of hardware for the system of the Ministry of Finance under Lot 2

Yambol Municipality
Yambol Municipality

Interactive multimedia system

Employment Agency (EA)
Employment Agency (EA)

Service maintenance of all hardware, including diagnostics, repairs and replacement of spare parts of existing hardware.

Patent Office of the Republic of Bulgaria
Patent Office of the Republic of Bulgaria

Delivery and Installation of Computer Equipment.

National Association of Municipalities
National Association of Municipalities

Delivery of office equipment and hardware under Lot 2

Ministry of Environment and Water
Ministry of Environment and Water

Delivery of communication equipment

Geodesy, Cartography and Cadastre Agency
Geodesy, Cartography and Cadastre Agency

Technical assistance and hardware maintenance

Social Assistance Agency
Social Assistance Agency

Complex post-warranty service maintenance and repair of computer, copier and peripheral devices / servers, desktops, monitors, peripherals and UPS

Employment Agency
Employment Agency

Post-warranty maintenance of public terminals (KIOSK)

Ministry of Labour and Social Policy
Ministry of Labour and Social Policy

Delivery of computer equipment, computer components and office equipment (incl. computer components for upgrading of servers and computers)

Smolyan District Administration
Smolyan District Administration

Creation of an info point system for external use on the territory of the Smolyan District

Smolyan Municipality
Smolyan Municipality

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