19/05/2010

On May 17th - 19th Feedback Italia, in collaboration with ACI Informatica, presented the project Video Contact Center at the PA Forum in Rome.

The video contact center position, the first one of this type, allows the conveying of a remote specific assistance through the info points that will be dislocated in specific areas or among the ACI desk points. Moreover, this service allows a reduction of waiting time.

The video contact center box is fully ergonomic and accessible from people with handicap as well. Through the video contact center is possible, with a remote operator’s assistance, filling doc forms or applying for particular services. The operator will guide the user through the navigation and will help him in the digital document compilation. Furthermore, he will help in signing all the material through a graphic tablet. The final doc will be printed locally for the user and remote for the operator, in order to guarantee the full transparency of the communication and to assign the correct case number to each user.

The video contact center location at the PA Forum was simulating the case of a PEC (certified e-mail) activation request, that actually still forces the user to be physically present at a PA desk for the activation process.

The Italian Ministry of the Public Function Renato Brunetta, in his speech at the Forum opening convention, showed his full appreciation for this solution that is allowing to optimize the personnel costs and to ensure the PA presence on the territory anywhere at any time.