Almost 8 out of 10 citizens served by the Unique Service Number 1555 for issues ΕΦΚΑof OAED and OPEC, state that they are absolutely or very satisfied with its operation, as it results from the results of a relevant research.
According to a statement from the Ministry of Labor and Social Affairs, “the citizen satisfaction survey for 1555 was conducted nationwide in December 2021 and was conducted internally, through the call center and according to specific methodological standards, which ensure a high level of validity and reliability. This research was initiated in the context of a practice followed by all large companies with respective services. This satisfaction survey is an essential evaluation tool, aiming at the continuous upgrade of the operation of 1555 and the improvement of the services to the citizen “.
More specifically, the research shows the following:
1555 and EFKA
The satisfaction of the citizens who addressed in 1555 and were served directly at the first level (front office) for issues of responsibility of EFKA (pensions, insurance and contributions, benefits and health, etc.), which gather the largest number of calls in 1555 , reflected in numbers.
Particularly:
– 74.9% of the citizens served at the first level of service by the answering machines (front office) stated that the issue they contacted was resolved.
– 81.4% of citizens state that they would recommend the service to friends or relatives.
– 76.9% of citizens positively evaluate the effectiveness of 1555 in resolving their issue.
The picture is similar in relation to the service of citizens from the second and third level of service (support services). At these levels are referred the personalized demands of the citizens, which require more research and time to be processed and are therefore forwarded to the support groups of 1555.
Specifically:
– 87.6% state that his case was settled no later than one week after his call.
– 80.1% state that they are completely or very satisfied with the service they received from the back office.
1555 and OAED
Regarding the citizens who addressed in 1555 for issues of responsibility of OAED (unemployment, allowances and benefits, employment programs, etc.):
– 62.9% of the citizens served at the first level of service by the answering machines (front office) stated that the issue they contacted was resolved.
– 82.7% state that they would recommend the service to friends or relatives.
– 81.1% of citizens positively evaluate the effectiveness of 1555 in resolving their issue.
Respectively, from the citizens, whose issue was referred to the support services of the service center for resolution:
– 72.4% state that their case was settled no later than one week after his call.
– 79.5% state that they are completely or very satisfied with the service they received from the back office of 1555.
1555 and OPEC
From the citizens who addressed in 1555 for issues of responsibility of OPEC (family allowances, social solidarity benefits, disability welfare benefits, etc.) and were served at the first level:
– 89.7% of the citizens served at the first level of service by the answering machines (front office) stated that the issue they contacted was resolved.
– 69.5% state that they would recommend the service to friends or relatives.
– 57% of citizens positively evaluate the effectiveness of 1555 in resolving their issue.
Respectively, to serve issues that were referred to the support services for resolution:
– 66.5% state that his case was settled no later than one week after his call.
– 65.6% state that they are completely or very satisfied with the service they received from the back office of 1555 “.
The Minister of Labor and Social Affairs, Kostis Hatzidakis, stated in this regard: “Until the summer, we had to face the shame of the dropped phones at the Ministry of Labor and its institutions. However, from the summer of 2021, we assigned to one of the five largest consulting companies both in Greece and internationally the service of the citizens and this in turn defined as subcontractors the three largest Greek telephone exchanges.
So we managed in just six months of its operation, in 1555 to gather high percentages of satisfaction of the citizens who were served through it. More than 1 million calls were answered, with the citizens themselves acknowledging the progress that has been made. We record it and continue the effort. “Our commitment is that we will continue to continually improve the organization and operation of 1555, creating new digital service capabilities and accelerating the management of the most complex cases.”
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