One Stop Shop

Provision of a Multi-Channel Contact Centre Operations and Staff for the Government of Malta's One Stop Shop Service

​CROs within the Servizz.gov, One-Stop-Shop Unit will provide the following services to the general public:

• Initiate a service request order (paper-based or eGovernment-based, where this is possible);
• Form downloading and filling;
• Scheduling an appointment with a Department or Government Entity;
• Reporting a problem;
• Providing feedback (compliment, complaint or comment);
• Paying a bill using card or cash;
• Providing information;
• Following up on the above with both service users and servicing Departments and Government Entities, as the case may be; and
• Whether at the sites or at the Call Centre, working with supporting operating and information systems to ensure record-keeping, traceability, and accurate delivery of the above as directed by the Contracting Authority.

OVERALL OBJECTIVES

• The overall objectives of the project of which this contract will be a part are as follows, to:

• Establish a One-Stop-Shop Service for Citizens operation;

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• Develop complementary face-to-face, mail, Internet and Call Centre channels to provide simplified citizen access to public services;

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• Improve customer service and responsiveness (completeness, relevance, timeliness and accuracy) through high-end information systems and skilled workforce;

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• Support service growth in terms of users, repeat users, access to services, channels or locations, richness, reach, partnering Departments and Government Entities;

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• Leverage performance knowledge so as to provide the top management of the Maltese Public Administration with insights into continuous performance improvement in service delivery;

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• Act as a catalyst to support simplification, customer service improvement, quality management systems, eGovernment, and other aspects of Maltese Public Administration reform;

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• Improve the image and reputation of the Maltese Public Administration; and

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• Manage and make best use of allocated resources and funding.