The National Development Agency launches a single window customer information system 8 May 2007
The National Development Agency single window customer information system has recently been set up and tested; customer calls will be received by the new system from May on.
According to the new operating model, the employees of the Contact Centre offer assistance for potential applicants for selecting the appropriate support scheme, interpreting application criteria and using the filling in programmes. They inform applicants on where they can find the application documentation they are interested in and whether they are eligible to apply under the given scheme. Potential project hosts are offered the following key information: what documents they need to submit in order for their application to comply with eligibility criteria, information on the sphere of eligible costs.
Moreover, thanks to a special function, applicants are also able to directly contact the competent intermediate bodies administering their respective application. Therefore, by dialling the same number, applicants are able to receive project-level advice adjusted to the progress of the tender and undertake reconciliation connecting to the implementation of approved projects.
In addition, an automatic recording offers general information on the full scope of currently running application potentials.
Three examples of how the system operates:
• EDOP applications: 06-40-638-638, menu 1, button 1;
• MAG CC.: 06-40/638-638: menu 2, button 1;
• ESF Public Benefit Company: 06-40/638-638, menu 2, button 2
In practice, the system is identical to the telephone customer service menu system also used in the service sector. It is possible to reach the administrator by dialling the same telephone number from anywhere around the country, regardless of where the administrator effectively works. All calls received will be registered by taking account of the interests of applicants.
Fully standardised telephone information services have therefore been implemented, i.e. allinformation and intermediaries can directly be reached by dialling a single telephone number. According to the evaluation of the National Development Agency, significant steps have been made towards the operation of a fast, efficient and single entry information system. Applicants are only required to enter a single window in order to view and access all relevant information.