Front desk

From EPSA - European Public Sector Award


The Belgian Federal Service for Social Integration (POD MI) helps 589 local public centres for social welfare by giving them financial aid and support for various groups of people (e.g. refugees and people without any means of support). A mystery shopper project in 2007 revealed that it was not always easy to contact the POD MI. Our clients were able to reach the POD MI in only 60% of cases. Sometimes the telephone was not answered and sometimes e-mails were not dealt with quickly enough. It was also discovered that if the same question was asked of two different departments, clients did not always receive the same answer. Finally, it emerged that the time spent by experts on responding to standard questions was too great. That is why we decided to install a Front Desk to receive, deal with and distribute all incoming calls and e-mails.

The Front Desk receives and deals with all incoming calls, e-mails, faxes and letters. The Front Desk tries to answer questions by using a large database of FAQs. If the Front Desk is unable to answer a question, the back office is contacted. Via the Trinicom Web Self Service Module, the database of FAQs is also available to our clients on our website.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public health and social welfare/affairs
Type of activity: communication strategy
Keywords: Responsiveness, social services, customer inquiries, front office
Short English description: The Front Desk receives and deals with all incoming calls, e-mails, faxes and letters
Further information
Organisation: Belgian Federal Service for Social Integration (FPS SI /POD MI)
Other applicants:
Level of government: national level
Size of organisation: >100
Number of people involved:
Country: Belgium
EU membership: EU member
Language code: en
Start date:
End date:

Front desk (51.0546805° N, 3.7257609° E)
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