The previous Customer Care System was launched in 2002 and provided citizens with a single point of reference for communicating with various Government departments and entities.
Following the development on this new version, a retraining process involving over 200 users within central and local government, entities and corporations was delivered in the past weeks. Since its inception, the Customer Care System registered an average of 110 requests per day.
The new Customer Care System builds upon the fundamental processes of the former system whilst enhancing both the front and back end of the system to provide a user-centric based system.
Some of these enhancements include improved performance, the elimination of previous license costs and the facility to implement further enhancements without disrupting the service. Most important, the new Customer Care System increases the transparency and accountability for each and every request registered by citizens.
This new system allows citizens to request information, give comments, offer suggestions or lodge complaints about public services and local/central government - all through one user-friendly channel. Often, the dilemma for citizens who need to request information or complain about a particular service is lack of time and confusion regarding whom to address a particular enquiry to.
Using this newly revamped service, citizens can simply send any type of query from the comfort of their home without the need to know where or to whom their request needs to be sent.
The new Customer Care System is accessible through www.servizz.gov.mt.
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Autor(en)/Author(s): Valerie Fenech
Quelle/Source: di-ve, 04.05.2009
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