The subject of the contract is the upgrade and expansion of the Multichannel information and citizen service system 1555, which has been operational since 1/10/2022, serving as a unified service hub for citizens and businesses on matters within the jurisdiction of the Ministry of Labor and Social Security and its supervised entities.
As part of the upgrade, the digital architecture and software subsystems will be enhanced, such as the web portal, the knowledge base, artificial intelligence solutions, and ticketing, to transition the 1555 from a primarily voice-centric model to a balanced service model, where more complex and sensitive issues remain in human service, with the support of specialized representatives, while simpler cases can be resolved through self-service services and automations.
In particular, it is envisaged to utilize AI solutions for both the citizen and the representative, such as IVR and AI agent for intent recognition and routing to digital solutions or the appropriate specialized representatives, agent assist tools that draw content from the knowledge base to reduce errors and handling time, as well as analytics for understanding requests and better staffing planning. At the same time, interoperability at the infrastructure or service level with the CC ticketing and the use of data from ticketing and the knowledge base are strengthened, with the continuous improvement forecast through feedback and conversation analysis. The function of specialized consultants will be extended and strengthened so that citizens have even greater access to personalized information. The digital systems will be further upgraded and new ones will be introduced to enhance service. A team of experts will be able to conduct targeted studies on special topics of the served Entities, and research can be conducted to further strengthen the Entities through the project.
Development and management of the project are done in work packages as follows:
I. Public communication and service structure
II. Technical Infrastructure
III. Satisfaction surveys and Quality Assurance
IV. Strengthening entities on topics - special studies
V. Project management
VI. Training in service
LOT-0001
Upgrade and expansion of multichannel citizen service system 1555.
Upgrade and expansion of multichannel citizen service system 1555