Official title of the project

“Multi-channel municipal contact centre in Stara Pazova”

Sectors
None

Project information

Region / City
Cities
Stara Pazova
Total budget of programme / project

Budget / EC contribution

143.847 € / 129.462 €

Implementation period
2011. Mar - 2012. Mar
Expected results
  • Knowledge shared about the European model of the local e-government (particularly service delivery).
  • An automatic information service developed that is available to citizens 24 hours a day, 7 days a week
  • Procedures for processing the requests are described in written and streamlined
  • Reduced response time of waiting for answers and for providing services and solving problems of citizens and enterprises.
  • Increased transparency of the process of municipal management.
  • The capacity of the municipal staff enhanced.
  • The project outcomes are introduced to other municipalities.
     
Beneficiary

Municipality of Stara Pazova

Partners

Partner 1: Viljandi Town Government, EE-2010-GVI-0503150535, Estonia

Partner 2: Municipality of Pećinci,, RS-2010-FSJ-1501718560, Serbia

Summary of the project

The central aim of the project is to develop a comprehensive and multi-channel contact centre in Stara Pazova municipalities for all information and questions that the people and businesses have. Main goal is to improve the municipal capacity to provide information and public services for citizens and enterprises. Municipality of Stara Pazova is leading the application, municipality of Pećinci is involved as a partner with the intention of building up similar information and enquiry systems in the future. The project involves a partner from the Estonian Viljandi Town Government with good experience in developing municipal information systems and electronic administration.

In order to continue fulfilling the obligatory municipal functions and to improve the quality of municipal services, both Stara Pazova and Pećinci municipal councils have recognized the need to find permanent solutions for optimizing the work of their municipal administrations. The idea for the project is to create a system that provides easy and quick interaction with local citizens, the interaction that also meets the needs of business people today. The aim of this system is that no request can not be missed and no unresolved problems of the citizens and enterprises. In this way increases the efficiency of local government. The new information and communication systems will be connected to many databases of the municipality as defined during the preliminary analysis.

Programme/Project objectives

The aim of this project is to improve the municipal capacity to provide information and public services for citizens and enterprises.The new software will allowthat no request can not be missed and no unresolved problems of the citizens and enterprises - in this way the efficiency of local government will be increased. New delivered Software will be the main tool for the contact center. Number of new procedures and processes, operational recommendations, new systems and rules for forenamed areas will be delivered through this software. It will improve the efficiency, effectiveness and transparency of the municipality while providing services to the citizens and enterprises. It will also include the possibilities for multi-language – in this case the contact center can be accustomed for other ethnic groups.

Specific objectives

•          To set up modern information systems (24 hors a day, 7 days a week) for the municipality of Stara Pazova to handle all claims, applications and information requests for more efficiently.

•          To reduce administrative burden and increase transparency of municipal information.

•          To increase the capacity of municipality of Stara Pazova to process available data by the modern use of ICT.

•          To reduce response time for providing services and solving problems of citizens and enterprises.