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TELEPHONE CENTRE FOR COMPLAINTS AND INFORMATION
PREFECTURE OF EVROS –DEPARTMENT OF COMMERCE
Greece

The Problem

Before the initiative, citizens who wanted to address to the public sector (Prefecture) in order to ask for information or make a complaint, faced the problem of bureaucracy as well as the mixture of jurisdiction between the several departments of the Prefecture, or generally speaking between the public bodies. For example if a citizen had a consumer problem, firstly he had to find out by his own initiative which one of the 22 departments of the Prefecture is responsible, who is the responsible civil servant, find him, explain the problem, and bring all the necessary documents to back his case. This procedure used to be complicated, and cost a lot of time to the citizen. As a result, many citizens preferred not to make the complaint.
Also, before the initiative, citizens who needed information didn’t know where exactly to ask for them. For example, if someone wanted to ask for documentation needed in order to issue a business licence, he should again look for the department responsible for the specific licence alone. Or, if someone wanted to find out which gas station sells the cheapest petrol, and gasoline, he had to make a lot of phone calls in different gas stations alone. Another example is about the legislation for consumer protection. For example, citizens had difficulty before the initiative being informed about their rights as consumer, on general or on specific cases.

Solution and Key Benefits

 What is the initiative about? (the solution)
The solution to the above mentioned problems was a fifth numbered telephone centre (15699), operating in Department of Commerce, but facing all sorts of citizen problems or complaints. The citizens only have to make one phone call (or visit the website of Prefecture, from where they can also make the complaints through a form) and the information are given immediately or the complaints are written down and being investigated by either commerce inspectors, or, in case the complaint is about another department or organisation, (eg. Health, noise, environment etc), it is forwarded to the right department without having the citizen to bother any more.
It is worth saying that the number of complaints increased impressively from the beginning of the operation of the centre. This means in real numbers that the complaints in the Department of Commerce, Consumer Protection which were actually written down and being investigated, before the initiative, didn’t exceed 10 in a year. This year (2009) the number only of complaints written down and being investigated are 150.
Also the quality of service has been improved since the complaints and the information are given more quickly, responsibly and accurately. Citizens in general benefited from it, especially consumers. In addition, if we take under consideration that the area of Evros is quite large and difficult in geography (main cities and villages are far from the capital, Alexandroupolis), we could say that the initiative especially helped citizens who live in other cities or village, away from the centre, These people, before the initiative didn’t have access to the information, or if they wanted to make a complaint, they had to travel long distances in order to present to the office of Department of Commerce.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
The solution was an initiative of Mr Zambounidis Nikolaos, the Nomarch in order to provide high quality service delivery to local citizens. The telephone centre is operating in Department of Commerce, under the Director Mr Petridis Georgios and the civil servant responsible for the implementation and the promotion of the idea, is Mrs Tsogka Elpiniki.

(a) Strategies

 Describe how and when the initiative was implemented by answering these questions
 a.      What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The main objective of the initiative was to make public services, in a local level, available to the public at times and in ways that are more convenient to the citizens. In addition, the initiative was an effort to provide easily accessible information so that they can choose the best strategy for themselves or to take the best decision . The initial strategy included firstly the technical establishment, secondly the training of the personnel and thirdly the promotion of the idea in order to be known to the citizens. We used multiple modes of communication (such as media, or internet) to allow a broader range of people to access information.
As a result, the telephone centre is available 24 hours 7 days a week. This is an innovative method for disseminating information, if someone takes under consideration that it is applied in a local area, with geographical distinctiveness, close to the borders and away from the capital of Greece. Finally, the initiative helped a lot, to the direction of speedy processing of claims, since the citizens only have to make a call, or visit the webpage. In conclusion, we focused on increasing transparency in local level, improving data quality, and expanding service delivery with innovative information-based tools.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
The first step for the initiative, was to lay the foundation for the project—financially, politically, and organizationally. While this may sound obvious, many projects fail because people do not take the time to prepare. As a result the circumstances were evaluated in which the project would take place as well as the likely implications of the project. After the collection and the analysis of the data, the political decision was taken by the Prefecture’s Council in 2005. The technical establishment of the telephone center took place and a servant was trained in order to answer to citizens claims or commit to paper their complaints. The fact is that the first 3 years the centre was under –functioning because people didn’t know its existent. But this situation changed in year 2008, when a promotion was decided to take place with a campaign to the media (local press, television spot, radio spot, three leaflets). Since then, the number of complaints dealt by the telephone centre was tripled.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
An obstacle was that due to lack of personnel, the first employee who was responsible for the centre had a lot of other competences (mainly inspecting ) and it was difficult to respond to all citizen complaints by answering the phone and being outdoors for inspections at the same time. But this obstacle was overcome quickly, by empowering the personnel and providing sufficient and overview education .
A second obstacle was that citizens didn’t know at first the existence of the line, because it hadn’t been promoted in the first years. But after the information campaign in 2008, the respond of citizens is really remarkable.

(d) Use of Resources

 d.      What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The financial cost was about 30.000 Euros and it included the technical support and the promotion of the initiative. The human resources used for the initiative were two civil servants (implementing and promoting the initiative). The source of funding was the Prefecture of Evros, and specifically the Committee of Administration, Economy and Quality of Life.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The initiative is sustainable because of many reasons. Financially speaking, it is free for citizens and it is low cost for the Prefecture (Please note that the amount of 30.000 Euros indicated above was given basically for promoting the idea which is not a regular expense). From a social point of view, we believe that it is a useful tool for the citizens, and so do the citizens, judging by the impact on them. The fact is that the Prefecture has got a long-term vision for the project as well as the key personnel to support it. The methods used are specified and the date collected are evaluated for further use. The project promotion and the marketing plan for raising awareness are first priorities.
The project could be replicated in other Prefectures of Greece as well, but it hasn’t been yet promoted in a national level, only in a local level. However, a meeting took place two months ago, between the Director of the Department of Commerce of Evros, and the Director of the Department of Commerce of Rodopi, (neighbour Prefecture of Rodopi) in order to discuss the operation of TCCI because they were interested in the project.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
The impact of our initiative can be divided in two categories. Firstly the impact on the public agency itself, is very important since it introduces a new concept of client-orientation public sector. It also helps the local authorities to better interact with the public. Public sector improves service efficiency and it becomes responsive to people’s needs. Moreover, the initiative professionalize public service to improve performance within the organizational structure and it increases Prefecture’s standards of efficiency and efficacy through the systematization and digitalization of procedures. On the other hand, the impact on the citizens is very important too. Changes in the way information is given to citizens are necessary and they reflect the continuing increase in citizens demand for improved quality of public service. Generally speaking, all the typical service characteristics are met into the project such as timeliness, accessibility, convenience, accuracy, courteousness, adequacy of outreach, and citizen’s satisfaction.

Contact Information

Institution Name:   PREFECTURE OF EVROS –DEPARTMENT OF COMMERCE
Institution Type:   Public Agency  
Contact Person:   NIKOLAOS ZAMBOUNIDIS
Title:   NOMARCH  
Telephone/ Fax:   0030-25510-32714
Institution's / Project's Website:   0030-25510-35300
E-mail:   nomarxis@nomevrou.gr  
Address:   KARAOLI AND DIMITRIOU 40
Postal Code:   68100
City:   ALEXANDROUPOLIS
State/Province:   EVROS
Country:   Greece

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