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Public Administration

Efficiency and transparency, innovation and … satisfaction

The winds of innovation and change are blowing through the Public Administration market: in a letter supporting the COM-PA 2009 trade fair, Italian cabinet minister Brunetta stated: ‘May the process to update and adapt the public administration, increasingly orientated towards the citizen and new technologies (…) be the opportunity to give rise to new impetus and interesting suggestions for the future.’ The aim of our systems is to lend support to the new way the Public Administration has decided to communicate with citizens: Intercultural Mediation, Public Relations Offices and Absence for Illness Management, are just some of the areas we have lots to say about.

With a view to implementation of the e-gov 2012 programme, our digital innovation projects provide strong back-up for modernising the public administration.

Satisfaction Survey
One of the priorities set out by the Ministry for Public Administration and Innovation is to measure the quality of Public Administration services perceived by citizens.
I-Tel’s infiniteSM@RTphone platform puts the ‘Satisfaction Survey’ voice application at the administration offices’ disposal.
Developed in compliance with the ministerial guidelines and suitable for use with any information or call centre service, it collects feedback on user satisfaction in just two steps:

1The user expresses their overall opinion ‘positive’ – ‘satisfactory’ – ‘negative’

2If the answer is ‘negative’, it gives four alternatives for the reason for their lack of satisfaction ‘length of wait’ – ‘professionalism’ – ‘need to call back’ – ‘negative outcome’

A detailed report provides the data and statistics that emerged from the survey.
Absence Notification Management
With I-Tel’s Sm@rtC6 system, the administration office can provide its employees with a 24h absence notification service.
The system deals with the employee’s personal details, the type and length of absence, possible temporary changes of address, absence from home during the illness.
The collected reports are dealt with in real time. The data is made available in digital format so it can immediately be included in staff management systems and the direct supervisor can be informed by e-mail or text message. Therefore, it is no longer necessary to enter the details manually.
The system prepares and if necessary sends the official medical check request documents as well as a text message or feedback e-mail to the employee.
Staff Management
Thanks to I-Tel’s Sm@rtC6 system, it is also possible to use the telephone to report on presences, find out work shifts and request holidays and time off.
All this can be done from any phone, since the phone acts as a communication terminal integrated with the staff management systems.
The ability to find out who is present by telephone means employees can be located and new or temporary workplaces can be set up / closed down in just a few minutes, with no additional costs.
The data collected is made available in digital format straight away, therefore it is no longer necessary to enter it by hand. The data is sent to employees and service managers separately or in the form of a periodic summary, by e-mail, text message or fax.
Multilingual Voice Information Portals
In an increasingly mixed-race society, the Public Administration also has to be able to provide information and services to foreign citizens and first-generation immigrants who do not speak our language fluently.
With I-tel's systems it is possible to create and run automatic answer systems and multilingual information and interactive voice portals, and to set up linguistic and intercultural mediation services.
Foreign citizens can request information by recording a message in their language and obtain answers thanks to a special voice box and the collaboration of personnel specialised in language mediation. It is possible for the citizens to remain anonymous.
Document & Record Access Request
Among the main priorities set out by the local public administration bodies are efficiency in making documents available and transparency in administrative management.
Thanks to new synthesis and voice recognition technologies, and I-tel’s technology and skills, it is possible to create document request services (e.g. at the registry office) and administrative records access services. The state of progress of the procedure, indications of the office dealing with it and any operating problems are made known in real time.
The processes are greatly improved thanks to direct integration with the administration management and Internet portals. As a result, the time that citizens have to wait is reduced.
Call Centres & Public Relations
Now, thanks to innovative, easy-to-use technology, it is quick and cheap to set up professional call centres for your Public Relations Offices.
It is fundamental to know how many citizens use the administration offices, when, and what for, in order to organise better quality and more efficient services that make optimum use of resources.
The experience gained by I-Tel’s consultants in over 10 years of activity and the particular attention paid to looking after administration-citizen relations guarantee services with shorter waiting times and an improved user experience.
SPoC & Help Desk ICT
Correct and effective IT and technological infrastructure management means top productivity and the provision of effective, high-quality services.
The solutions and services created by I-Tel in its Single Point of Contact and Help Desk services provide back-up for users working in the administration. They permit 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 I-Tel concern IVR, Call Centre, Trouble Ticketing, Knowledge Management and Enterprise Social Networking.