Presentazione di PowerPoint

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COMMON PLATFORM AND INTEGRATION BETWEEN
PUBLIC ADMINISTRATION BODIES LINEA AMICA PROJECT
- PHASE 2 Lower costs for the PA, more
efficiency for the citizen
15 Marzo 2011
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Linea Amica
Linea Amica is an initiative of the Ministry for
Public Administration and Innovation implemented
by Formez PA. Active since January 29th 2009, the
service provides citizens with information and
assistance regarding problems related to the
Public Administration. It focuses its attention
on citizens requests and on attending to their
needs during the problem solving process until
their request are solved. The service is provided
by 180 operators specialized on the issues of
Public Administration system. Linea Amica is made
up of two different groups, a front office group
and a back office group. The former is
responsible for answering phone calls and gives
immediate feedback (if possible). The latter
solves complex issues by interacting directly
with the Public Administration. The
multi-channel architecture provides contact
points by telephone (toll free number 803.001
from fixed line phones, 06.828881 from mobile
phones) and web (www.lineaamica.gov.it). The
service is available on weekdays from 900 am to
600 pm.
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TODAY Linea Amica
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Linea Amica Network
Linea Amica owns a strong Network of
collaboration and professional exchange between
the URPs (Public Relations Offices) and the
contact centres of the PA it is called Linea
Amica Network. About 1.200 contact centres
operating with citizens, which have developed
more than 160 million contacts, of which 120
million through operators, are part of the
Network. Among these, the main partners are
national insurance institutions, such as INPS,
INAIL, INPDAP, the Internal Revenue Service
(Agenzia delle Entrate), the Municipality of
Rome, the Municipality of Milan, the Healthcare
Reservation Centres of Latium and Emilia Romagna
regions, ACI (Automobile Club d'Italia), some
Ministries, such as the Ministry of Foreign
Affairs, Transport, Cultural Heritage, Labour and
Social Policies, Equal Opportunities, etc.
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Service ratings
2009
Today
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TODAY - Technological innovation and applied
standards

• A computer network that connects all the
  administrations, enabling the voice transfer
• Laws and regulations that allow the use of the
  Network for administrative tasks and for the
  dialogue between the PA and the citizens
• Lineaamica.gov.it has been created, as the new
  integrated institutional portal, where all the
  information and services at disposal of the
  citizens are gradually grouped together

SPC VoIP PEC, PEC-PA, New CAD Italia.gov,
Vivifacile, MiaPA, Linea Amica website, etc.
The legislative background - The central and
local governments ... are required, as from
January 1st, 2008 ... to use the Voice services
via Internet Protocol (VoIP), provided by the
public connectivity system Law Decree No.82,
of 7 March 2005, Digital Administration Code) -
The Cnipa (today DigitPA) must provide for the
establishment and management of an
interconnection node for the VoIP services
within the three-year period 2009-2011 (Law No.
69 of 18 June 2009, Regulations on economic
development, simplification and competitiveness,
as well as on civil trial)
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TODAY What the citizen asks to the
administration

• An administration that presents itself as a
  uniform body open to dialogue
• A service-oriented administration, that focuses
  on the client's need/problem
• The possibility to participate in the improvement
  of the PA through assessment procedure, in an
  extended and standardised way, on the services
  provided

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Common platform and integration between public
administration bodies the objective of Linea
Amica project, Phase 2

• The project "Common platform and integration of
  administrations" is operative since February
  2011, initially directed to the FAS (the Fund for
  the Underdeveloped Areas) regions, and with the
  aim of
• Capitalising on technological and regulatory
  innovations (New CAD, SPC Network, Law Decree
  150/2009)
• Achieving a cost reduction for the economies of
  scale through collaboration between the PAs
• Developing Linea Amica Network towards a unified
  and interconnected structure in order to raise
  the standards of the service offered to the
  citizen

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What changes in practice for the citizen

• A citizen calls a contact centre (URP) but still
  needs to request services to another office
• The call is transferred by the operator, with no
  additional charge, to the responsible
  administration office
• A citizen calls a contact centre on a
  non-conventional theme
• The operator identifies the correct answer in the
  available set of FAQs (Frequently Asked
  Questions)
• A citizen calls a contact centre with a complex
  request
• A ticket is assigned to the specific case and the
  request can be dealt by different back office
  operators working together, with the possibility
  for the citizen to "track" his own request
• After service implementation
• The citizen provides evaluation in a uniform way,
  allowing the PA to measure the customer
  satisfaction level and operate selectively

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LINEA AMICA - PHASE 2 THE MAIN INNOVATIONS

• Free transferring of a call via VoIP from an URP
  to another
• Quick identification of the problem of the
  citizen, through a multiple sharing of the ticket
  among the URPs
• Shared and constantly updated FAQs to provide in
  advance an answer to the questions of the
  citizens
• Possibility to distribute the call volume
  (especially peak calling times) across multiple
  interconnected URPs, resulting in an increased
  answer capacity
• Classification of the call data in a uniform way
  for later analysis
• Anonymous storage of call data in data warehouse
  for later analysis
• Utilising the latest data mining and enterprise
  content management techniques in order to
  identify trends and to plan preventive and
  corrective actions based on the results of the
  analysis.

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What is needed to achieve the objective
Linea Amica - Phase 2 starting up of an
advanced Linea Amica Network (where possible with
shared CRM, or with CRM applications able to
interact FAQs managed in a unified manner new
web portal for citizens)
The Administrations must know each other
The Administrations must be connected within a
Network
SPC with a VoIP functionality
The citizen must be able to communicate with the
PA via internet.
PEC, PEC-PA, New CAD
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What will be done
Two main typologies of contact centres /
URPs 1) Technologically equipped smart
switchboards having their own applications, with
ticket recording capacity and with their own
Knowledge Base (KB) 2) Less equipped focused
on the type of answer by phone, often related to
the activity of Front Desk.
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How the integration of technologically advanced
URPs will proceed
By means of a software able to share tickets
and data between their own offices and Linea
Amica By entering the SPC / VoIP Network plus
other eventual adapters a high number of calls
will be exchanged in real time An exchange
protocol will define on which queue the
transfered calls should be included and how to
manage three-person conference calls
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How the integration of less equipped URPs will
proceed

• Common IT Platform (CRM/CTI), with the
  possibility of data and reports filing (and
  optimisation of the response by means of staff
  allocation and development of targeted KB)
• A Knowledge Base tool internally organised and
  shared with other Public Relations Offices
• Integration of different Front Office services
  (working hours, languages, help line for disabled
  people, etc.) by utilising other operators
  included in the Linea Amica Network with the aim
  of managing peak calling times or specific needs
  languages, disability, specific themes and
  issues, assistance out of working hours
• Evaluation of the service through the system of
  the "emoticons"
• Targeted training

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• URPs/Less equipped contact centres
• They will maintain, with no additional cost,
  apart from any further action of evolutionary
  maintenance or customisation, the ability to
  answer the phone by using a CTI technology (via
  computer), with locally installed equipment
• They will maintain the access and the unification
  to the Knowledge Base and to the common Network
  and communication resources
• They will be able to maintain the call recording
  tool (CRM) by means of specific agreements of
  prevision costs transmitted in the start up
  phase.
• URPs/Technologically advanced contact centres
• All the realised integrations will be permanent,
  except for the usual need for updating and
  maintenance

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Beneficiaries Benefits

• Easier and more homogeneous access to all the
  information, including on line services about
  Public Administration
• Less inefficiences and delays between offices and
  increased answer capacity
• Answer coherence
• Support up to the solution of the specific
  problems with the PA

Citizens
Central and Local Authorities

• A shared Front Office with dimensional and
  organisational flexibility
• Increased level of service provided to citizens
  on issues of expertise
• Reduction of operational costs for toll-free
  numbers and telephony services
• Updated information on new regulations and a
  comprehensive library of questions and answers on
  all the topics related to the PA
• Capability to offer specialised services to the
  citizens (Assistance to blind/ deaf people,
  multilingual support, assistance in emergency
  situations and out of working hours)
• Lightening of contacts at peak times

• Integration of the sector services (Public
  Health, Environment, Tourism, Labour)
• Economies of scale and scope
• Expandability as a function of the processes of
  decentralisation and federalism

Regions
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The Network of the Administrations already
participating or interested in joining Linea
Amica - Phase2

• Associate Administrations
• Regions
• Provinces
• Municipalities
• Other Authorities