Get in the Ring and the City of Rotterdam are looking for innovative solutions to improve the citizen satisfaction with interacting with the city when they have questions or need to arrange things. Not just by using technology to improve the contact moment itself, but also to create a better work environment for the team running this operation, so they can thrive.
With 633.000 inhabitants, Rotterdam is the second largest city in the Netherlands. One of the ways these inhabitants can get in contact with the city is through calling the 14010 telephone number that is connected to a call center. This is part of the total service offering of the city, next to internet (website), social media, email and the offices. The call center processes 1.400.000 calls each year with a team of 180 people. Unique to the call center is that they allow people to develop their communication and working skills in order to reconnect with the labor market. The call center is organized in two lines, the first line deals with all the calls, the second line deals with the questions that need more specialization and are harder to answer quickly. The first line is part of the scope of this challenge.
The city of Rotterdam wants to improve the service they offer to its citizens. With so many calls coming in from all types of demographics in the city it’s important to be able to service everyone equally. Technology allows for a much better individualization in this process, how can we use technology to service a bigger spread of different needs? At the same time, the 180 people who are servicing these calls are just as important as the technology they work with, how can technology make their work more pleasant and give them better opportunities on the future job market? We pursue 2 goals:
• Excellent service by telephone for the city, eg. real solutions via warm contact.
• Giving opportunities for people who are unemployed to gain experience and learn a trade to become independent.
Directions for solutions can be:
EASY ACCESS TO JUST THE NECESSARY KNOWLEDGE
Using new possibilities to get easy access to just the necessary knowledge so we can give the correct answer in 98% (now it’s about 92%), in less time.
TRAIN AND COACH THE CALL AGENTS
Using new possibilities to train and coach our agents on communication skills, and spread new information/procedures fast and accurate.
WHAT'S IN IT FOR YOU
Pilot contract to test your solution in Rotterdam
Access to Rotterdam Unlocked; additional meetings with one or more of 60+ corporates from the Netherlands
Your solution should be
Have a working prototype or product ready for production;
be able to launch a finished product within the next 6 months;
keep in mind that all solutions should be able to fit existing knowledge management systems;
keep in mind that both directions of solutions are related to each other;
be able to adapt to the Dutch language within a reasonable time;
keep in mind that privacy is an important factor, as well as the storage of data.
The deadline for applications is January 14
ANNOUNCEMENT SELECTED STARTUPS
End of January we announce the selected startups
ROTTERDAM UNLOCKED EVENT
Selected startups will be invited for one-on-one business meetings during the event from 18th till 20th of February in Rotterdam, Netherlands.
The most relevant startup(s) will enter into the pilot phase from end of February onwards.