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Teleservice centre of the city of Linz (TSC) - first municipal call centre in Austria

From EPSA - European Public Sector Award

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In the administrations of municipalities (communities), which are the smallest units in the structure of the federal state, the administration and the citizens interact on a virtually equal footing. As a result of this close and direct contact, the municipalities are compelled to constantly scrutinise and improve the way in which they deal with their citizens.

In 2001 the municipal authorities of Linz launched a service offensive with the aim of giving their citizens much better access to the individual services. Based on their customers’ need for information, communication and interaction, which had undergone some changes, new forms of organisation were created for the three most important access routes:

  • Personal: Services for which there is a great demand, which can be dealt with quickly and do not require any special knowledge (which can therefore be standardised) were bundled together. These so called quick services were offered at ‘single points of contact’ which were easy for the customers to get to (Citizens’ Service Centres, decentralised libraries). In addition, services that were in great demand but for which special knowledge was required were spatially and organisationally brought together in so-called specialised centres (e.g. Construction Service Centre, Fee Service). Since 2008 services for special target groups have been offered within the framework of the ‘mobile citizens’ services’ at locations which can be flexibly arranged and are convenient for the customers (e.g. at the beginning of the semester it is possible to register places of residence and get active passes at the University of Linz, before the travelling season travel documents can be obtained in larger firms in Linz).
  • Internet: The platform ‘service A-Z’ under www.linz.at offers citizens access to comprehensive information and many online services. There is also a special portal for entrepreneurs (www.linz.at/ wirtschaft). In this manner, the best possible service is accorded to this target group round the clock.
  • Telephone: With the establishment of the Teleservice Centre (TSC) in 2006 and the continuous expansion of the services it offers in recent years, it has been possible to optimise the means of access to the municipal administration that is most frequently utilised by citizens. The Teleservice Centre thereby completes the comprehensive service concept from which both the citizens of Linz and the municipal administration benefit: the citizens enjoy an improved quality of services and the administration is able to deploy its resources more efficiently. The value of this approach has been confirmed by the excellent results obtained in the surveys of customers and the ‘mystery actions’, both of which are carried out at regular intervals, as well as by contacts with customers (both direct and by phone).
Award info
Award category: smart public service delivery
Award type: submission
Award year: 2011
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords:
Short English description: In 2001 the municipal authorities of Linz launched a service offensive with the aim of giving their citizens much better access to the individual services. Based on their customers’ need for information, communication and interaction.
Further information
Organisation: Magistrat Linz, Austria
Other applicants:
Homepage: http://www.linz.at/service
Level of government: local level
Size of organisation: >100
Number of people involved: 11-15
Country: Austria
EU membership: EU member
Language code: en
Start date:
End date:
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Teleservice centre of the city of Linz (TSC) - first municipal call centre in Austria (48.310138, 14.2832494)
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