The Gdańsk Contact Center (GCK) is a Call Center system created for the residents of Gdańsk and its visitors. That is a technological answer to their needs and problems. It allows authorities to provide information on city affairs, receive notifications, conduct public consultations, and manage notifications from residents.
This unique solution combines Service Desk and Call Center systems – it allows residents to contact the city authorities, register their notifications, and supervise their service. It is based on two integrated systems: Hermes.Net Contact Center and Atmosfera.
- Maintenance and support in the 24/7 model.
- Software development support.
- Prince2 change management procedure.
- Number of entries: > 100,000
- Monthly number of entries: > 5000
Basic platform functionalities
- ticket management
- IVR (Interactive Voice Response)
- resident profile
- opinion polling
- outbound campaigns
- handling of notifications from the Gdańsk Order Map
- GCK knowledge base
- access to EZD PUW
Supported communication channels
„GCK is a connected vessel – we combine IT, knowledge gathered by many officials, openness to problems, and readiness to respond quickly. From the very start of the GCK until now, we have seen a huge increase in the number of applications. Residents get used to this form of contact with the City Hall and its units.”
Tomasz Filipowicz, director of the Civil Affairs Department, leader of the Contact Center urban project