14-06-2011

02.02.02 the phone hotline service prides itself on being an efficient phone infoline service, providing customized assistance round the clock, through multichannel response in 8 languages, besides Italian, based on an innovatory technological platform

​06/14/2011

AlmavivA Contact for the City Government of Milan: 02.02.02, the 24-hour phone hotline with multichannel response in 8 languages.

Three years ago, the city government launched its 02.02.02 phone hotline service, which is not based on a conventional call center, but prides itself on being an efficient phone infoline service, providing customized assistance round the clock, through multichannel response in 8 languages, besides Italian, based on an innovatory technological platform.

The number is easy to remember – 02.02.02 – and provides access to a multiplicity of services offered by the local authority.

Created by grouping together the previous 20 specialized call centers operated by the city government, it works as a partnership between the various local government departments and provides answers to callers, in real time, with respect to a broad spectrum of requests, drawing its information from the network of local authority portals and the applied tools for managing the information flows.

Moreover, it is an effective means for the in-depth assessment of the needs of users, strengthening its strategies and reviewing its products/services based on the feedback received.

The data relating to the needs expressed by the members of the public are constantly collected and circulated within the local government.

To date, the 02.02.02 hotline provides the following services:

• telephone exchange service and forwarding of calls to all local authority/neighbor-hood council numbers
• information on office opening hours, addresses and activities
• diversion of calls – when necessary – to the competent office, to meet the more complex and specific needs of the public
• appointment scheduling service (e.g. e-ID Card); service for requesting the home delivery of certificates
• information on local taxes and any fines due
• Ecopass Congestion Charge, with information on vehicle pollution category and on how to pay the charge
• remote assistance for the elderly
• information on school enrollment and activities for children
• information on cultural events.

The key advantages:

• cutting queues and queue times in offices and reducing the overall workload
• cutting costs, because of the possibility of receiving information by email and by reducing/eliminating paper
• meeting the needs of residents/users living abroad, without having to physically visit the offices
• constantly monitoring the needs and requests of the public.
   

In 2010 alone, AlmavivA Contact  received over 1,600,000 contacts for this service, at , 5,000 calls per day on average and peaks of over 150,000 contacts in a month, plus 300,000 Teleassistance calls and 700 daily courtesy calls to the weaker members of the community.