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A Unique Realization in Public Services at Flemish Government Contact Center

Overview In the late 90s, the Flemish Government put transparency and easy accessibility for all citizens high on its agenda. The goal was to serve citizens in a professional, user friendly manner and address all questions regarding the Flemish Government. Citizens expected to be served via other communication channels besides high-quality telephone support. Strategic decisions were made to: set up the contact center as a Public-Private Partnership, consider knowledge management as one of the main drivers for success, maintain excellent relations with the different administrations of the Flemish Government, establish the contact center as a pioneer in the use of leading edge technologies and focus on delivering a high-quality public information service.

Further White Paper Details
Publisher	Capgemini	File Format	PDF
Date Published	September 2007
Format	Case Studies
Topics	Call Center - Contact, Services

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