The Central Contact Centre (hereinafter referred to as the “CCC”) serves as the main central access and communication point between the public, public authorities, and the integrated public administration information system under development.
The CCC has been operational since 15 November 2013. Its professionally trained operators provide daily advice and assistance to citizens, businesses, and public authorities using www.slovensko.skOpens in a new window, electronic mailboxes, and electronic services.
The CCC is a specialised, easily accessible communication point that enables users to obtain assistance without the need for direct, in-person contact with public administration entities. Communication is facilitated through telecommunications channels, including telephone, email, contact forms, and the reporting of issues related to public administration.
The objective of the “Modernisation of the Central Contact Centre” project was to upgrade the existing software to provide the functionality of modern contact centres and ensure that it operated on a high-quality, sufficiently robust, and secure information and communication infrastructure, supported by qualified human resources.
The implementation of the Central Contact Centre Modernisation Project contributed to the development of a more efficient and higher-performing public administration, with the aim of improving end-user satisfaction and reducing the workload of CCC staff by equipping them with effective tools to perform their duties to a higher standard.
CCC staff provide end users with up-to-date information, with the possibility of expanding the range of information provided in a targeted manner as public administration e-services continue to develop. The CCC also serves as a support channel for further promoting awareness of the development of public administration information technologies.
The implementation of this project has simplified almost all life situations involving end users of electronic services, as the CCC provides general support for all services available through the slovensko.sk portal.
More efficient provision of information is also expected to have the indirect effect of increasing public satisfaction with efforts to bring public administration closer to citizens.
The project was completed in December 2023.
Project Identification
Project Title
Modernisation of the Central Contact Centre
Operational Programme
Integrated Infrastructure Operational Programme
Beneficiary
National Agency for Network and Electronic Services, Kollárova 8, 917 02 Trnava, Slovakia
Acronym
MÚKC
Project Code
ITMS 2014+
Call for Proposals
OPII-2021/7/14-DOP – Minor Improvements to e-Government Services
Project Completion Date
31 December 2023
Programming Period
2014–2020 (n+3)
Project Implementation Start and Planned Completion
October 2022 – December 2023
Project Budget
EUR 601,305.47
Funding
Non-repayable financial contribution from the European Regional Development Fund, supplemented by the state budget.
The objective of the Modernisation of the Central Contact Centre project was to modernise the existing software of the Central Contact Centre (hereinafter referred to as the “CCC”) so that it could provide the functionality of modern contact centres and operate on a high-quality, sufficiently robust and secure information and communication infrastructure, making effective use of qualified human resources.
Until then, the CCC had offered only basic functionality in terms of the application features available on the market. The implementation of the Central Contact Centre Modernisation project contributed to the development of a more process-efficient and higher-performing public administration, with the aim of ensuring greater satisfaction among end users and reducing the workload of CCC staff by providing them with effective tools to improve the quality of their work.
The project enabled CCC staff to provide end users with an up-to-date range of information, with the possibility of targeted expansion in line with the development of public administration e-services. The CCC was also intended to serve as a support channel for further promoting the development of public administration information technologies.
More efficient information provision was expected to indirectly increase public satisfaction with efforts to bring public administration services closer to citizens.
The project was completed in December 2023.
Project Location
Slovakia
