MINISTRY OF LABOUR AND SOCIAL SECURITY / 1555

CHALLENGE

The Ministry of Labour and Social Security, responsible for Labour Relations, Employment, Social Security, Social Solidarity, Demographic Policy and Gender Equality, was at the forefront of complaints from citizens to the Greek Ombudsman in terms of service. Also, the spread and duration of the COVID-19 pandemic created an unprecedented situation, making remote service imperative to avoid the spread of the virus. For each issue, the citizen had different points of contact and there was no detailed recording and monitoring of the progress of his request, with the technical capacities of the existing information and communication structures with the public being limited.

ACTIONS

We brought together all the Ministry’s scattered communication channels into a single multi-channel contact point, 1555, and helped the Ministry of Labour and Social Security and its supervised entities to improve the overall quality of service delivery and citizen service experience. We guided the Ministry and its entities throughout the change management process and through the modeling of operational processes and workflows. The main activities of the call center include receiving citizens’ requests, providing information, recording and resolving personalized issues through a ticketing system.

With the basic insight that serving the citizen should be a simple matter and not a hassle, we spread the message “Now, in 1555, every issue of insurance, labour and social affairs is simple and easy to solve”. We presented the problem and the solution. We achieved commitment and showed that the Ministry has a role and is close to the people.
The communication campaign was rolled out on TV, radio, press and the internet with numerous informative advertorials with useful information and 1555 responses on critical issues.

IMPACT

1555 and 1555.gov.gr has emerged as a highly valuable and successful citizen service “tool”, exceeding 10 million calls and 60.000 web tickets. 99.65% of these calls were handled in a short time which underlines the efficiency of the procedures followed. Here you can see the metrics: https://1555.gov.gr/to-1555-insights/

During the operation of 1555, processes are monitored for continuous optimization and there is constant integration of new topics and information procedures. 1555 is now evolving, with the addition of new services for a more direct and efficient service.

AWARDS

Double award for 1555 at the PPC BITE Awards 2023:

• Gold Award in the category Applications/Services for Public Administration and
• Silver Award in the category Central Public Administration.

https://1555.gov.gr/2023/11/01/dipli-vravefsi-gia-to-1555-sta-dei-bite-awards-2023/

First Award in the Customer Call Center of the Year category

https://1555.gov.gr/2021/12/22/kentro-tilefonikis-exypiretisis-tis-chronias-to-1555/