Topic of the practice
The development and usage of a Digital Complaint Center, where citizens file their complaints on various city issues via telephone or the internet, their complaints are forwarded to the appropriate service, and when their case is taken care of the citizens are informed back.
Good Practice Information
The goal of the project is dealing with minor and major city issues (from a broken street light to a damaged road) quickly and effectively. The citizens don’t have to search for a specific service according to the nature of the problem but instead address to Dimosthenis and from there on the problem is routed to the appropriate services, thus improving the overall functionality and speed of the municipality’s functions.The project acts as a “middle man”, gathering all complaints from citizens who thus don’t have to know or search for an individual service, but instead use only Dimosthenis. After that the service informs the appropriate service and checks on them until the problem is taken care of, when it informs the citizens that their complaint is heard and solved. Also through this routing of problems and complaints, statistics are gathered so that the city’s problems, the time taken to be resolved etc are studied in order to improve it even more.
The project also acts as a mainframe for citizen’s complaints. The citizens don’t have to look for various services and organizations according to the nature of their complaint, but use instead Dimosthenis for all kinds of complaints. Dimosthenis does all the “work”, making sure that the complaint is properly addressed to the right people, taken care of, and then informs the citizen that his complaint was heard and settled.One of the key success factors is the Municipality of Trikala, located in central Greece, which has designed a long-term strategic plan for the transformation of the local society, based on the opportunities created by the information society era. To this end, several e-services are planned and are being implemented in the area of e-government, e-health, e-education, etc. This policy has created an environment that helped to speed up the implementation.
Evidence of success
People became acquainted with the new broadband technologies through the city’s wifi network that gave them free internet access, therefore promoting through the city’s portal other new services as well. But the main ally was the effectiveness of the project, that helped it become an establishment in the citizens’ life. The only true barrier was to convince the citizens to actually use the service and make it a part of their lives, wich has now become a reality as each year more and more users file their complaints through the Dimosthenis project.
Contact details to obtain further information on the practice
O. Raptis Odisseas Raptis
Annex completed on: 04-12-2011