Building a Contact Center (CALL.SOFIA.BG)
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.
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.