Uniform Information Calculating Center (UICC) of Zelenograd Administrative District of Moscow (Automation of service One window)

The project is executed by NAUMEN company based on the products IP call center of Naumen Phone and Naumen Service Desk.

Project Tasks

For effective implementation of the listed above tasks it was necessary to optimize process of work with addresses. In 2005 the management of EIRTs made the decision to create own call center (CC).

Project Results

With creation of TsOV initial processing of calls was transferred to group of operators of the first line consisting of 5 employees: today they service more than a half of the calls arriving on phone numbers EIRTs. In addition more than 40 employees of the enterprise are users of the IP PBX who is a part of the solution Naumen Phone. If necessary operators can report a call and the related information to other employee for providing more detailed consultation.

However the TsOV organization became not a final point of adjustment of an effective system of interaction with citizens and the organizations in EIRTs. Creation of Call center became a basis for further, more large-scale cooperation with NAUMEN. In 2007 based on EIRTs the Service center of the population and organizations in the mode of "one window" was created. The Zelenograd Uniform information calculating center was selected from quality of one of experimental platforms for implementation of such concept of customer interaction.

For automation of Service center of the population, EIRTs made the decision to use in addition to the IP system call center of Naumen Phone the Naumen Service Desk system.

After implementation of Naumen Service Desk the uniform base of requests for providing the public and municipal services was created, execution of the existing regulations of the processes of service aimed at systematization of work and allowing to manage personnel of EIRTs is automated. Also the product allowed to reduce time of the solution of problem situations and gave the chance to estimate efficiency of the Center. It simplified process of acceptance of the management decisions concerning change of an order of service of the population and the organizations.

Also the knowledge base on a set of standard solutions which call center operators and other staff of EIRTs when processing citizens' appeals can use was created and also provide processing of all addresses taking into account their priority and the set procedural terms.

With implementation of Naumen Service Desk the staff of EIRTs passed to a new operation algorithm. Now after registration each request automatically arrives on processing to the specialist of the Center, is complemented to a packet of necessary documents and according to regulations of interaction is transferred in the form of a request to the relevant service of the organization project participant. All transactions with a request are automatically controlled regarding observance of standard time of processing. In case of exceeding of the set time frame there is notification of service of production supervision, the chief of the Center and, in critical situations, the leaders of the district. Acceptance of results of processing of a request is also made according to regulations of interaction. Besides, the Applicant can obtain information on a status of processing of the address, using different contact points: phone, e-mail, website of the organization.

The project was executed in a short time. From the moment of the beginning of works at the beginning of February, 2007 and before start works on setup, completion and component integration of a system and personnel training were carried out to operation at the end of March.

Creation of a system gave the chance to inhabitants and to the organizations of Zelenograd to receive in one place over 100 document types of EIRTs (including subsidies, privileges, installation and calculations for individual metering devices), prefectures, justices of areas, BTI, Department of housing policy and housing stock, department of property, the pension fund, insurance company, etc.

In the project progress specialists of NAUMEN company executed a full stroke of works on installation and setup of the solution Naumen "One Window" and provided user training and the EIRTs system administrators.