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15 Marzo 2011

COMMON PLATFORM AND INTEGRATION BETWEEN PUBLIC ADMINISTRATION BODIES LINEA AMICA PROJECT - PHASE 2 Lower costs for the PA, more efficiency for the citizen. 15 Marzo 2011. Linea Amica.

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15 Marzo 2011

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  1. COMMON PLATFORM AND INTEGRATION BETWEEN PUBLIC ADMINISTRATION BODIES LINEA AMICA PROJECT - PHASE 2 Lower costs for the PA, more efficiency for the citizen 15 Marzo 2011

  2. Linea Amica Linea Amicais an initiative of the Ministry for Public Administration and Innovation implemented by Formez PA. Active since January 29th 2009, the service provides citizens with information and assistance regarding problems related to the Public Administration. It focuses its attention on citizen’s requests and on attending to their needs during the problem solving process until their request are solved. The service is provided by 180 operators specialized on the issues of Public Administration system. Linea Amica is made up of two different groups, a front office group and a back office group. The former is responsible for answering phone calls and gives immediate feedback (if possible). The latter solves complex issues by interacting directly with the Public Administration. The multi-channel architecture provides contact points by telephone (toll free number 803.001 from fixed line phones, 06.828881 from mobile phones) and web (www.lineaamica.gov.it). The service is available on weekdays from 9:00 am to 6:00 pm.

  3. TODAY – Linea Amica Linea Amica project started on January 29th, 2009 Up to now: • More than 630.000 contacts and 315.000 treated cases • Citizens' satisfaction above 90% • Average waiting time for answering: about 30 seconds • Linea Amica, in addition to general assistance provided on the topic of citizen/administration relationship, has created a number of diversified and specialized services: Linea Amica Abruzzo - assistance service for earthquake victims; Posta Elettronica Certificata (PEC – Certified E-mail Service) and CAD (Digital Administration Code); Easy Italia Tourism Assistance; Assistance on Public Competitive Entrance Examinations; Assistance on Immigration; Healthcare; Disability • About 1200 contact centres of the PA have joined Linea Amica Network • 160 million contacts developed by the Network, of which 120 million through operator's contact

  4. Linea Amica Network Linea Amica owns a strong Network of collaboration and professional exchange between the URPs (Public Relations Offices) and the contact centres of the PA: it is called Linea Amica Network. About 1.200 contact centres operating with citizens, which have developed more than 160 million contacts, of which 120 million through operators, are part of the Network. Among these, the main partners are: national insurance institutions, such as INPS, INAIL, INPDAP, the Internal Revenue Service (Agenzia delle Entrate), the Municipality of Rome, the Municipality of Milan, the Healthcare Reservation Centres of Latium and Emilia Romagna regions, ACI (Automobile Club d'Italia), some Ministries, such as the Ministry of Foreign Affairs, Transport, Cultural Heritage, Labour and Social Policies, Equal Opportunities, etc.

  5. Service ratings 2009 Today

  6. TODAY - Technological innovation and applied standards • A computer network that connects all the administrations, enabling the voice transfer • Laws and regulations that allow the use of the Network for administrative tasks and for the dialogue between the PA and the citizens • Lineaamica.gov.it has been created, as the new integrated institutional portal, where all the information and services at disposal of the citizens are gradually grouped together SPC + VoIP PEC, PEC-PA, New CAD Italia.gov, Vivifacile, MiaPA, Linea Amica website, etc. The legislative background - “The central and local governments ... are required, as from January 1st, 2008 ... to use the Voice services via Internet Protocol (VoIP), provided by the public connectivity system” Law Decree No.82, of 7 March 2005, Digital Administration Code) - “The Cnipa (today DigitPA) must provide for the establishment and management of an interconnection node for the VoIP services within the three-year period 2009-2011” (Law No. 69 of 18 June 2009, “Regulations on economic development, simplification and competitiveness, as well as on civil trial”)

  7. TODAY – What the citizen asks to the administration • An administration that presents itself as a uniform body open to dialogue • A service-oriented administration, that focuses on the client's need/problem • The possibility to participate in the improvement of the PA through assessment procedure, in an extended and standardised way, on the services provided

  8. Common platform and integration between public administration bodies: the objective of Linea Amica project, Phase 2 The project "Common platform and integration of administrations" is operative since February 2011, initially directed to the FAS (the Fund for the Underdeveloped Areas) regions, and with the aim of: • Capitalising on technological and regulatory innovations (New CAD, SPC Network, Law Decree 150/2009) • Achieving a cost reduction for the economies of scale through collaboration between the PAs • Developing Linea Amica Network towards a unified and interconnected structure in order to raise the standards of the service offered to the citizen

  9. What changes in practice for the citizen A citizen calls a contact centre (URP) but still needs to request services to another office: • The call is transferred by the operator, with no additional charge, to the responsible administration office A citizen calls a contact centre on a non-conventional theme: • The operator identifies the correct answer in the available set of FAQs (Frequently Asked Questions) A citizen calls a contact centre with a complex request: • A ticket is assigned to the specific case and the request can be dealt by different back office operators working together, with the possibility for the citizen to "track" his own request After service implementation: • The citizen provides evaluation in a uniform way, allowing the PA to measure the customer satisfaction level and operate selectively

  10. LINEA AMICA - PHASE 2: THE MAIN INNOVATIONS • Free transferring of a call via VoIP from an URP to another; • Quick identification of the problem of the citizen, through a multiple sharing of the ticket among the URPs; • Shared and constantly updated FAQs to provide in advance an answer to the questions of the citizens; • Possibility to distribute the call volume (especially peak calling times) across multiple interconnected URPs, resulting in an increased answer capacity; • Classification of the call data in a uniform way for later analysis; • Anonymous storage of call data in data warehouse for later analysis; • Utilising the latest data mining and enterprise content management techniques in order to identify trends and to plan preventive and corrective actions based on the results of the analysis.

  11. What is needed to achieve the objective Linea Amica - Phase 2: starting up of an advanced Linea Amica Network (where possible with shared CRM, or with CRM applications able to interact; FAQs managed in a unified manner; new web portal for citizens) The Administrations must know each other The Administrations must be connected within a Network SPC with a VoIP functionality The citizen must be able to communicate with the PA via internet. PEC, PEC-PA, New CAD

  12. Linea Amica - Phase 2 will guarantee all the Administrations bodies in South Italy a "customised" integration for each URP (direct co-financing paid by the project), maintaining the benefits of the past interventions even after the conclusion of the project and with Linea Amica as central “hub”. What will be done Two main typologies of contact centres / URPs: 1) Technologically equipped: smart switchboards having their own applications, with “ticket” recording capacity and with their own Knowledge Base (KB); 2) Less equipped: focused on the type of answer by phone, often related to the activity of Front Desk.

  13. How the integration of technologically advanced URPs will proceed By means of a software able to share tickets and data between their own offices and Linea Amica By entering the SPC / VoIP Network – plus other eventual adapters – a high number of calls will be exchanged in real time An exchange protocol will define on which queue the transfered calls should be included and how to manage three-person conference calls

  14. How the integration of less equipped URPs will proceed • Common IT Platform (CRM/CTI), with the possibility of data and reports filing (and optimisation of the response by means of staff allocation and development of targeted KB); • A Knowledge Base tool internally organised and shared with other Public Relations Offices; • Integration of different Front Office services (working hours, languages, help line for disabled people, etc.) by utilising other operators included in the Linea Amica Network with the aim of managing peak calling times or specific needs: languages, disability, specific themes and issues, assistance out of working hours; • Evaluation of the service through the system of the "emoticons"; • Targeted training

  15. URPs/Less equipped contact centres: • They will maintain, with no additional cost, apart from any further action of evolutionary maintenance or customisation, theability to answer the phone by using aCTI technology (via computer), with locally installed equipment; • They will maintain the access and the unification to the Knowledge Base and to the common Network and communication resources; • They will be able to maintain the call recording tool (CRM) by means of specific agreements of prevision costs transmitted in the start up phase. • URPs/Technologically advanced contact centres: All the realised integrations will be permanent, except for the usual need for updating and maintenance

  16. Beneficiaries Benefits • Easier and more homogeneous access to all the information, including on line services about Public Administration • Less inefficiences and delays between offices and increased answer capacity • Answer coherence • Support up to the solution of the specific problems with the PA Citizens Central and Local Authorities • A shared Front Office with dimensional and organisational flexibility • Increased level of service provided to citizens on issues of expertise • Reduction of operational costs for toll-free numbers and telephony services • Updated information on new regulations and a comprehensive library of questions and answers on all the topics related to the PA • Capability to offer specialised services to the citizens (Assistance to blind/ deaf people, multilingual support, assistance in emergency situations and out of working hours) • Lightening of contacts at peak times • Integration of the sector services (Public Health, Environment, Tourism, Labour) • Economies of scale and scope • Expandability as a function of the processes of decentralisation and federalism Regions

  17. The Network of the Administrations already participating or interested in joining Linea Amica - Phase2 Associate Administrations: • Regions • Provinces • Municipalities • Other Authorities

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