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Complaint frot office for service quality

From EPSA - European Public Sector Award

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Complaint Front Office is a recent service that aims to bring Public Administration and citizens closer together. Therefore the creation of a platform which allows citizens and city users to interact easily with the Public Administration was of the utmost importance.

The P.A.’s contact points are the website, the contact centre and the multi-functional front office. The website offers online services and exhaustive information about the sectors in which the body operates. The contact centre and the front office are the two indirect ways of communicating, thanks to an operator and/or facilitator.

The Complaint Front Office records and manages the dissatisfaction with the public services provided to Milan’s two million inhabitants. Before the creation of this service, there was no institutionalised front office able to record and manage all incoming complaints. The complaint management procedure is an integral part of the Quality Management System implemented by the City of Milan according to the UNI EN ISO 9001:2000. This certificate guarantees the quality of the administration’s services and allows the users access in many different ways. The Customer Care Service manages the procedure for recording and sorting out the complaints that the office receives. Moreover, the Customer Care Service identifies the internal or external responsibilities as far as the complaints are concerned and verifies that the citizens’ demands are satisfied properly and in time (within 30 days). It is possible to lodge a claim by filling in the specific form via one of these channels:

  • Website: The claimant fills in the form on the web and sends it directly to the back office computer;
  • Front Office: The operator receives the specific form and scans it directly to the back office computer;
  • Contact Centre: The operator explains to the claimants the different ways in which they can make a complaint and provides them with the contacts;
  • Fax: The claimant fills in the specific form, which is available in every municipal office, and sends it by fax to a leased number;
  • Post: The claimant fills in the specific form that is available in every municipal office, and sends it by post to the back office address.

Milan Complaint Front Office has been recognised as one of the best systems for listening to citizens’ needs in force in one of Italy’s big cities. The journal ‘Altroconsumo’ assigned the Milan Complaint Front Office the highest score in terms of its skills, courtesy and timely replies. From February 2007 to February 2009 the Complaint Front Office handled approximately 12,000 complaints and solved 92.9% of the complaints within an average time of eight days.

Award info
Award category: citizen involvement
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: quality management
Keywords: Customer complaints, customer satisfaction, performance improvement
Short English description: The website offers online services and exhaustive information about the sectors in which the body operates. The contact centre and the front office are the two indirect ways of communicating, thanks to an operator and/or facilitator.
Further information
Organisation: Municipality of Milan
Other applicants:
Homepage:
Level of government: local level
Size of organisation: >100
Number of people involved:
Country: Italy
EU membership: EU member
Language code: en
Start date:
End date:


Complaint frot office for service quality (45.4668273, 9.1903067)
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