Citizen Contact Centre & Business Contact Centre

The Contact Centres provide support to citizens and companies regarding digital services in the ePortugal and solutions such as the electronic identification (means of entering in the Health National portal “patient area”). It provides telephone, email and AI-based (virtual assistant) support.
In a very short timeframe of a few days, AMA set in place, by itself and with other entities, the following actions:
- Adaptation of the Interactive Voice Response (IVR) used by the Contact Centre, in articulation with the Contact Centres of other public entities providing critical services; - Relocation of all Contact Centre operators to teleworking; - Reinforcement of human resources allocated to the Citizen Contact Centre with employees of the Citizen Shops (coordinated by AMA, it is a network of one-stop-shops that provide public services and services of public interest in one single facility);
- Development of an E-learningtraining program for the workers mentioned in the previous point.

Country

Portugal

Institution

Administrative Modernization Agency (AMA)