Filenews 21 February 2023 - by Adamos Adamou
Within the next few days, the call centre is expected to be operational, which in the first phase will serve the Ministry of Labor and the Deputy Ministry of Social Welfare and which aspires to end unanswered calls to the public in general. The relevant contract with the joint venture Infocredit Group Ltd / Infocredit SPV Ltd has been signed since last year and until now various dates have been given for the operation of the Citizens' Call Centre.
Recently, the Minister of Labor Kyriakos Kousios said that the Call Centre would operate in February and everything indicates that this time his estimate will be verified. As "F" is informed this week and after some procedural issues were overcome following the instructions of the Commissioner for the Protection of Personal Data, the staff of the private company, as well as public officials, are being trained for the use of the Call Centre. Except for the unexpected, as we mentioned, the Call Centre will operate from week to week and specifically either on February 28 or in the first days of March.
According to the same information, the telephone number of citizens will be four digits and unless unexpected will be the 1450 that was used in the past to provide information about the pandemic. The Communication Center will be at the disposal of citizens daily, from Monday to Friday, from 8 a.m. to 5 p.m. based on the relevant contract signed by the Department of Information Technology Services of the Deputy Ministry of Research, Innovation and Digital Policy with the consortium Infocredit Group Ltd / Infocredit SPV Ltd. In the first phase, the Citizens' Call Center will act as a single point of information and service for the Social Insurance Services of the Ministry of Labour and for the Welfare Benefits Administration Service of the Deputy Ministry of Social Welfare.
However, all government Ministries will then be connected to the centre so that citizens can communicate with a single number by phone for their service. During the recent presentation of the work of the Ministry of Labor, Kyriakos Kousios said that today the missed calls to various services and departments of the Ministry amount to around 3,000 daily, considering that the problem will be solved both by the operation of the Call Centre and by the digital submission of applications that will soon be extended for all benefits. He also said that the Call Centre will operate at three levels of communication: For standardized questions where answers and general information will be given, for answers from telerepresentatives on specialized issues and for the management of complex cases by officers of the Social Insurance Services.
