BPO – Citizens’ Assistance
Overview
One of the most delicate issues regarding relations between government and individuals is assistance. Ultimately, it is the professionals, the installations and the system that interface directly with citizens. And images of long lines and bureaucracy are common to Brazilians. The provision of basic services is one of the main sources of dissatisfaction faced by public managers.
Normally citizens must go to multiple government offices to solve a single problem, and find unkept installations and unprepared staff. These are difficulties faced for even minor actions, such as issuing an identity card.
The B2Br Citizens’ Assistance offering is a model public private partnership that allows public administrators to significantly improve the quality of assistance. This process is carried out transparently and according to strict quality contracts, ensuring agility and excellence in assistance.
Technical Description
The B2Br Citizens’ Assistance is a comprehensive solution, based on the outsourcing of the citizen assistance process. With the construction or restoration, and integral management of modern assistance centers, multiple public services may be offered at a single location.
The partnership between the government and B2Br called for strict service level agreements (SLAs) ensuring the quality of the services provided, rapid execution of potential repairs, replacement of damaged equipment, and the substitution or training of personnel. Agility is ensured by eliminating long and bureaucratic public procurement processes, since a single bidding process is required to procure the complete solution. All subsequent procurement is the responsibility of the private partner.
Our business assumes the responsibility of establishing the directives for the setting up and operation of the center, including architecture, orientations signs, data communication lines, and contacting all government offices and departments participating in the project. The results are lower operational and administrative costs and rapid expansion.
Benefits
- Provision of services at a single location;
- Quality, efficiency and promptness;
- Closer government/citizen relations;
- More transparent access to information;
- More transparent operations;
- Improved cost/benefit ratio;
- Innovative IT solutions, such as the issuance of digital identity cards;
- Creation of a retail area, with a service mix appropriate to the public of the region, generating substantial revenue for the project.
