news13 luglio 2011

The Department's Contact Center: data one week after the kick-off

 75% of phone questions sorted out

One week after the kick-off of the Department's Contact Center, 75% of the phone questions received at the toll free number 800 840 840 are sorted out. Over half of the questions (50,9%) inserted on the system  - 214 e-mail arrived before 4 July, online and by phone - were sorted out. Pending questions (49% on the total) are currently being processed by the technical Back Office, composed by referents of each Office and Service of the Departmen. There is an average of 30 requests processed each day during this first testing week, with a service active Monday to Friday, from 9 a.m. to 6 p.m..

Overall, 67,7% of phone calls and e-mail are information requestse and 12,1% reports. 4,7% are intervention requests, 2,3% critiques and 0,93% compliments. These data show how users understood the objective of the service, not aiming at replacing traditional emegency numbers but was created to give information and collect reports from citizens, institutions, organizations and companies.

The first statistics show that the majority of people calling the Contact Center belong to the National Civil Protection System. Requests regard mainly voluntary work (23,4%) and meritorius service awards of civil protection (15,4%). Abruzzo is the region with the highest number of requests, followed by Lazio, Campania, Sicily and Lombardy.

The Head of Department visited the listening room of the Contact Center in L'Aquila, last Wednesday. He gave also an interview talking about the new service. The interview is published on the website, courtesy of L'Aquilatv.

We thank the institutions that contributed to diffuse, through their websites, the news of the Department's Contact Center kick-off: e.g. the website of the Government, the Ministry of Interiors, the delegate Commissioner for reconstruction in Abruzzo.