Folie 1

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Single Non-Emergency Number 115 Dr Georg Thiel,
Deputy Head of Directorate-General O, Federal
Ministry of the Interior Federal Republic of
Germany
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Single Non-Emergency Number 115

• Background
• The telephone is and remains one of the most
  preferred means of contacting administrations
• Complex structures and administrative tasks make
  it difficult to identify the responsible
  administrative body or staff
• With increasing mobility, time becomes an
  increasingly valuable asset
• Often, administrations are available by phone
  only during core times
• There is frequently not enough capacity to handle
  incoming calls
• Capacity overload and incoherent communication
  during crisis situations
• Mobile communication is growing and offers
  opportunities to involve citizens and businesses

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From the citizens view
This is D115!

• D115 makes the entire German administration
  accessible via one single telephone number.
• The number is easy to remember and thus always at
  hand.
• D115 is based on demand and focuses on quickly
  and accurately delivering frequently requested
  services.
• The D115 staff is always responsible, provides a
  response either immediately or looks up the
  information and calls back.
• Enquiries that cannot be resolved immediately
  will be answered within one workday, if possible.
• D115 is always readily available also during peak
  hours.
• The conduct on the phone is service-oriented,
  friendly and professional.
• Responses to enquiries are targeted and provided
  with the help of the administrations Internet
  portals.
• The call is not free of charge at the end of the
  call, serious users will have gladly spent the
  money.

What D115 is not!
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From the administrations view
This is D115!

• The intelligent network of points of contact for
  citizens, businesses and institutions.
• Use of administration portals not only by
  Internet users, but also to provide information
  on the phone.
• Pragmatically based on frequently requested
  services.
• It will reduce the workload of specialized
  administrations by limiting the number of very
  frequent and repetitive enquiries which
  interrupt their daily work.
• It will forward enquiries needing special
  expertise to the responsible experts.
• It will reduce the workload by providing specific
  information prior to necessary in-person visits.
• It will use processes aiming to rapidly respond
  to high volumes.
• D115 will be developed and tested in pilot
  projects together with experienced experts at
  local, regional and federal level.
• D115 will be as local as possible and only as
  central as necessary.
• D115 protects existing infrastructure through the
  networking approach.

What D115 is not!
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Single Non-Emergency Number 115
The D115 project aims at providing quality
information and basic administrative services
through an intelligent network of local service
centres.
Qualified pilot regions
Interested pilot regions
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D115 service structure
? Calls from individuals, businesses,
institutions and administrations
Region 1
Region 2
Region 3
Region N
Local level 1st level
D115 front office
D115 front office
D115 front office
D115 front office
)
back office

back office
back office
back office
Local level
Regional level
Federal level
Employment Agency
German Pension Insurance
Administration N
D115 front office
D115 front office
D115 front office
D115 front office
D115 front office
D115 front office
Local, regional, federal other administrations 2nd
level

back office
back office
back office
back office
back office
back office
Local level
Regional level
Federal level
Employment Agency
German Pension Insurance
Administration N
Specialized experts 3rd level
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert
Competent expert

) Forwarding an enquiry via telephone directly
from the front office or after some initial
research from the back office as a report/file
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The D115 system

• Administrative portals
• CMS
• Z-Info
• D.-Leist.
• ETB
• Formulare
• E-Gov

Harmonizer

• E-contacts
• E-mail
• VoiceMail
• SMS

www
TC

• 115 calls
• Fixed network
• Mobile
• VoIP / Internet

• Intelligent network
• Call Control
• Routing
• Call-back

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Qualification
What does the service centre provide?
What does the network provide?

• Initiating the project
• Establishing infrastructure
• Resolving staff issues
• Acquiring management expertise
• Producing contact volume

• Network operations
• Providing the phone number 115 in all networks
• Routing calls to the service centres on the basis
  of geographic and other criteria

• Qualification programme
• Know-how from existing, experienced service
  centres
• Case studies from existing service centres
• Useful industry contacts via organized trade
  fairs

What needs to be provided to the network?

• Interest in participating in the D115 network
• A project manager to participate in the working
  groups
• Progress reports
• Notification when preparations are concluded to
  be admitted to the D115 pilot testing

• Templates and samples
• Carrying out tender procedures
• Service agreements
• Reports, monitoring
• Training and coaching strategies
• Process and workflow studies

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Phases of D115
Phase 1
Phase 2
Phase 3
Phase 4

• Setting up a service centre
• Service for local clients
• Establishing knowledge management
• Setting up a workflow
• Forwarding to local structure
• Recruitment/ qualification of staff
• Quality management

• Increasing coverage
• Service for local clients
• Service for the network
• Shared Service Centre
• Process optimization
• Reducing forwarding
• Staff exchange/rotation
• Ensuring overall quality

• Pilot testing
• Service for local clients
• Service for the network
• Information for others
• Forwarding to others
• Familiarity with network issues
• Synergies / process optimization

• Preparation Pilot testing
• Service for local clients
• Service for the network
• Linking of the systems
• Forwarding reports
• Putting calls through within the network
• Staff training network services
• Overall quality management

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Long-term planning
Coverage
Further introduction projects
Projects in pilot regions
D115 umbrella organization
Central project
Strategy
Study
Planning
Rollout
Idea
Strategy
Pilot
t
06/07
06/08
06/09
06/10
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Single Non-Emergency Number 115
Summary

• D 115 is
• applied across administrations
• as local as possible, as central as necessary
• not the first step toward shared administration
• not an intervention in federal structures or
  local self-government
• based on practical experience and ideas from the
  pilot testing
• subject to a fee
• a German contribution to simplify administration
  with a view to implementing the EU Services
  Directive

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Single Non-Emergency Number 115

• Thank you for your attention!