Together with the Portal of Prague, PCC represents one of the most important tools that provides information from the municipality to the public. Citizens, on the other hand, provide the municipality with feedback, i.e. they provide information from the public to the city’s administration. Contact centres in individual cities can thus be perceived as a mark of “modernity” and readiness to listen to their citizens.
The PCC project was created in connection with strategic goals stated in the City of Prague Information Strategy 2010 Cesta k e-Praze (Road to e-Prague)). The aim of the project was to start a contact centre which would be a central point for citizens, companies, organizations, city districts and tourists. This one central place should provide all the above mentioned subjects with as much useful information as possible, provide help when co-operating with these organizations, possibly even deal with matters related to the above mentioned subjects.
To effectively communicate with the public and to satisfy the majority with a focus on the quality of services provided.
PCC will be a highly efficient multichannel contact centre providing communication with the public and visitors to Prague. The centre will serve Prague City Hall, city districts and city organizations. When communicating with its clients, it will make use of the maximum number of communication channels. It will serve both the citizens and visitors to Prague not only as an information medium but also for active communication with clients, dealing with clients’ life situations and other services.
The objective of the contact centre is to achieve a better quality of services provided to Prague citizens. The intended outcome should be:
- decrease in the number of personal visits to municipal authorities
- obtaining all necessary information in one place
- speeding up agenda (employees of individual departments do not have to answer frequently repeated queries and can focus on concrete points stated in their agendas)