Good Practices and Innovations in Public Governance 2003-2011
Good Practices and Innovations in Public Governance 2003-2011 Good Practices and Innovations in Public Governance 2003-2011
Good Practices and InnovATIONS in Public Governance Europe and North America Greece 2003 Category 1 Winner Call Centre 1502, Ministry of Interior Public Administration and Decentralization, Greece Description Obtaining official documents by integrating services into a One-Call-Shop. The Problem Before 1998, in order to obtain any official document, including birth certificates, passports, etc., citizens had to go to specific offices, and this was especially difficult for the disabled, elderly and people living in remote areas. The Solution The 1502 Call Centre, which gives citizens the opportunity to submit applications over the phone, was first launched in February 1998. Initiated by a decree of the Greek Ministry of Interior, Public Administration and Decentralization, the service provides citizens with certificates and other administrative documents through a “one-call shop”. Initially, the service provided the five most frequently requested certificates; that number has later increased to 21. By the end of 2001, citizens submitted more than 870,000 applications, and by September 2003, the Call Centre had received more than 2,860,000 calls, while the total number of applications rose to 1,430,000. The four certificates most often asked for are: criminal/police records (30%), recruitment status (15%), birth, death, marriage and family status (10%) and passport applications (5-8%). In integrating services by consolidating operations into a single point of entry, the Call Centre has significantly enhanced public service delivery. It is much faster, cheaper and more convenient to move forms around electronically and by fax rather moving citizens around from office to office. The process begins as soon as a telephone request is received by a special service of the National Telecommunication Agency (OTE) where operators provide information regarding available services and current procedures. Standardized electronic forms are used to fill in the applicants’ data, which are immediately transmitted online and through fax to the competent agency. The agency then issues the document and sends it to the postal address of the citizen by registered mail. In the case of passport applications, the applicants need to provide various documents to the appropriate agency. 402
2003 Category 1: Greece The agencies are required to take swift action within a specific timeframe. If the stipulated service-deadline is not met, users may appeal to a special commission of the relevant region or the Ministry of Interior, Public Administration and Decentralization for reimbursement of fees. The Ministry has made special arrangements with OTE and the postal services in order to ensure the affordability of postal services to the public. Thanks to OTE, postal service partnerships with state agencies, and the use of simple, existing telephone and telecommunications technology, the 1502 Call Centre has made government services accessible to nearly everyone. The only barrier is access to a telephone. Since its launch in 1998, the 1502 Call centre has experienced a tremendous growth in scope and scale, form four to more than 20 different documents. The number of applications submitted has been steadily growing over the years. An evaluation made by the National Centre for Public Administration assessed user satisfaction and found that: • 82% of respondents said they were satisfied with the delivery time; • 94% of respondents received the requested documents in a timely fashion; • 88% of respondents expressed an overall satisfaction with the operation of the system; • 95% of respondents agreed that the initiative was very useful; and • 98% of respondents said they would use the system again. In 2004, a new law (Law 3,242/04) was introduced to simplify administrative procedures. The law stipulates that several official documents generated by public agencies would be issued automatically, without citizens needing to take action at all. For example, a citizen hired in the public sector will no longer have to procure a criminal record to document his/her status. So far, the new law applies to 26 certificates, which could gradually diminish the necessity for the public to use the 1502 Call Centre. However, whenever citizens do need documents, the call centre still makes the process simpler, faster, and easier. For more information, please visit: www.ypes.gr 403
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<strong>Good</strong> <strong>Practices</strong> <strong>and</strong> InnovATIONS <strong>in</strong> <strong>Public</strong> <strong>Governance</strong><br />
Europe <strong>and</strong> North America<br />
Greece<br />
<strong>2003</strong> Category 1 W<strong>in</strong>ner<br />
Call Centre 1502, M<strong>in</strong>istry of Interior<br />
<strong>Public</strong> Adm<strong>in</strong>istration <strong>and</strong> Decentralization, Greece<br />
Description<br />
Obta<strong>in</strong><strong>in</strong>g official documents by <strong>in</strong>tegrat<strong>in</strong>g services <strong>in</strong>to a One-Call-Shop.<br />
The Problem<br />
Before 1998, <strong>in</strong> order to obta<strong>in</strong> any official document, <strong>in</strong>clud<strong>in</strong>g birth certificates,<br />
passports, etc., citizens had to go to specific offices, <strong>and</strong> this was especially difficult<br />
for the disabled, elderly <strong>and</strong> people liv<strong>in</strong>g <strong>in</strong> remote areas.<br />
The Solution<br />
The 1502 Call Centre, which gives citizens the opportunity to submit applications<br />
over the phone, was first launched <strong>in</strong> February 1998. Initiated by a decree of the<br />
Greek M<strong>in</strong>istry of Interior, <strong>Public</strong> Adm<strong>in</strong>istration <strong>and</strong> Decentralization, the service<br />
provides citizens with certificates <strong>and</strong> other adm<strong>in</strong>istrative documents through a<br />
“one-call shop”.<br />
Initially, the service provided the five most frequently requested certificates; that<br />
number has later <strong>in</strong>creased to 21. By the end of 2001, citizens submitted more than<br />
870,000 applications, <strong>and</strong> by September <strong>2003</strong>, the Call Centre had received more<br />
than 2,860,000 calls, while the total number of applications rose to 1,430,000.<br />
The four certificates most often asked for are: crim<strong>in</strong>al/police records (30%), recruitment<br />
status (15%), birth, death, marriage <strong>and</strong> family status (10%) <strong>and</strong> passport applications<br />
(5-8%). In <strong>in</strong>tegrat<strong>in</strong>g services by consolidat<strong>in</strong>g operations <strong>in</strong>to a s<strong>in</strong>gle<br />
po<strong>in</strong>t of entry, the Call Centre has significantly enhanced public service delivery. It is<br />
much faster, cheaper <strong>and</strong> more convenient to move forms around electronically <strong>and</strong><br />
by fax rather mov<strong>in</strong>g citizens around from office to office.<br />
The process beg<strong>in</strong>s as soon as a telephone request is received by a special service of<br />
the National Telecommunication Agency (OTE) where operators provide <strong>in</strong>formation<br />
regard<strong>in</strong>g available services <strong>and</strong> current procedures. St<strong>and</strong>ardized electronic<br />
forms are used to fill <strong>in</strong> the applicants’ data, which are immediately transmitted onl<strong>in</strong>e<br />
<strong>and</strong> through fax to the competent agency. The agency then issues the document<br />
<strong>and</strong> sends it to the postal address of the citizen by registered mail. In the case of<br />
passport applications, the applicants need to provide various documents to the appropriate<br />
agency.<br />
402
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