Health | Council services and utilities | Public administration | Transport, travel and logistics

Council services and utilities

Competitive solutions for a competitive market

The multi-utility companies, waste collection and energy, gas and water services market is changing rapidly.
With the introduction of competition and the need to increase organisational efficiency, it is fundamental to be able to count on technologies that can optimise and improve the ability to communicate with users.
By integrating use of the telephone with Internet portals and management applications, more people can gain simple and direct access to innovative services.


Meter Telereading
and Information Portal
With a 24h telephone line, it is possible to communicate meter readings and obtain all information on the state of bill payments. The system is directly integrated with the company’s information systems so it can check that the numbers entered by the caller fit in with past readings. Hence it prevents incorrect data being memorised and can ask the user to check the details again.





 
Bulky Waste
Collection Reservation
Simplifying access to bulky or special waste collection services means significantly reducing the risk of incorrect waste disposal.
It is inexpensive and quick to set up a 24h voice portal that provides citizens with all the updated information on disposal procedures. Citizens can book waste collection and state which days and times they prefer.
The system puts the memorised details together, visualises them on a back-office web interface and/or communicates them directly to the organisation working in the area by e-mail, fax, text message or automatically generated telephone call.
 
Technical Fault Reports
and Availability Management
Picking up and dealing with technical fault or inefficient service reports quickly and effectively helps reduce urban degeneration and increase the quality perceived by the user in relation to the services provided by the public administration.
Operative 24 hours a day, the system proposed by I-Tel registers reports made by users by telephone or Internet and informs the personnel on duty or on call directly. It can deal with different levels of gravity and make detailed reports available.
The system can also receive an “intervention completed” message from the technician and send a courtesy message to the user.






 
Customer Care Looking after user relations is a critical factor for success, both for private organisations in the face of increasingly aggressive competition and for the public administration so it can offer high-quality services that satisfy citizens’ expectations.
I-Tel’s Call Centres can be integrated with all the main Customer Relationship Management and company management applications and old and new generation telephone systems. Thanks to synthesis and voice recognition technologies, call management can be highly automated, with use of evolved Knowledge Management functions.
Complaint management modules are available as well as Customer Satisfaction questionnaires and surveys.
For organisations that wish to take part in the government’s “Satisfaction Survey” campaign, a specific application has been made based on the guidelines set out by the Ministry for Public Administration and Innovation.
Staff Management With I-Tel's Sm@rtC6 system, it is possible collect reports of absences or injuries, inform of work shifts, find out presences and request holidays and time off. Any telephone can be used as a communication terminal integrated with personnel management systems.
The data is made available in digital format and forwarded to the service managers by e-mail, text message or fax. Therefore, it is no longer necessary to enter the details manually.
In the event persons in “key” roles are absent, the system finds out who is available in order to quickly find a replacement.
The system also automatically makes the necessary administrative documents available, such as requests for official medical checks, so they can be sent by fax or e-mail.
SPoC & Help Desk ICT Correct and effective IT and technological infrastructure management results in the provision of effective, high-quality services.
The solutions and services created by I-Telin its Single Point of Contact and Help Desk services provide back-up for users working in the organisation. They permit a quick resolution of malfunctioning and inefficiencies with work stations, peripheral devices, systems, applications and networks.
The technologies proposed and used by I-Tel's Help Desk concern IVR, Call Centre, Trouble Ticketing, Knowledge Management and Enterprise Social Networking.