ja_mageia

Consistent Communication with the Citizens

helpLine offers a platform through which you manage and document the entire communication with citizens. Through a clearly defined, structured and transparent information distribution helpLine at the same time supports the co-operation with specialist departments, so that the citizens' service will be supported by active knowledge transfer.

The functions of the citizens' service with helpLine:

• Flexibly accepting citizens' inquiries
  No matter whether the citizen requests per telephone, fax, web, e-mail or personally: helpLine documents all inquiries and takes care of a systematic and consistent processing.
• Workflow-controlled Transfer of Inquiries
  If possible, the citizens' service will answer the inquiries directly. Should this not be possible in case of special requests, helpLine controls enquiry calls or forwarding to specialist departments.
• Generating Cases for efficient Processing
  If several citizens have requests to the same topic, for example, a complaint about a road hole, you can combine them in helpLine and process them centrally.
• Knowledge Management
  Answers once generated and verified can be stored as template or published as knowledge paper.
• Escalation
  helpLine monitors the response times in the citizens' service and escalates automatically if the defined threshold levels are exceeded.
• Flexible Creation
  helpLine workflows are most flexible and can be adjusted to specific requirements of your authority.

For customer-oriented and efficient citizens' service.