Transcript Presentazione di PowerPoint

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
Linea Amica is 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.
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
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.
Service ratings
2009
Today
TODAY - Technological innovation
and applied standards
–
A computer network that connects
administrations, enabling the voice transfer
all
the
–
Laws and regulations that allow the use of the
Network for administrative tasks and for the dialogue
between the PA and the citizens
PEC, PEC-PA, New CAD
–
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
Italia.gov, Vivifacile,
MiaPA, Linea Amica
website, etc.
SPC + VoIP
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”)
TODAY – What the citizen asks
to the administration
–
An administration that presents itself as a uniform body open to dialogue
–
A service-oriented
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
administration,
that
focuses
on
the
client's
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
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
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.
What is needed to achieve the objective
The Administrations must
know each other
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
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
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.
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”.
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
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
• URPs/Less equipped contact centres:

They will maintain, with no additional cost, apart from any further
action of evolutionary maintenance or customisation, the ability to
answer the phone by using a CTI 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
Beneficiaries
Citizens
•
•
•
•
Central and
Local Authorities
•
•
•
•
•
•
Regions
•
•
•
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
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
The Network of the Administrations already participating or
interested in joining Linea Amica - Phase2
Associate Administrations:
•
Regions
•
Provinces
•
Municipalities
•
Other Authorities