Centralized virtual help center for entrepreneurs - Observatory of Public Sector Innovation

The multichannel and omnichannel virtual help center is a solution that remotely enables entrepreneurs to contact professional assistance in matters related to administrative procedures. The Help Center supports foreign users in English.

Innovation Summary

Innovation Overview

More than 2.5 million entrepreneurs (SME and companies) operate in Poland. Around 1000 companies are set up in Poland every day. Each of the new or functioning entrepreneurs has questions related to business activity. In the past, queries were handled in a dispersed manner over many different channels. This resulted in dissatisfaction of entrepreneurs and poor quality information. As part of the innovation process, one query space was launched.

The solution consists of several channels:

1. virtual official - a bot that understands the natural language and has a constantly expanding database based on users' questions.

2. Live chat - text chat with consultants

3. Video chat - video chat with consultants

4. Webphone - Internet browser connection

5. Call a sign consultant via video connection - a service for deaf people.

6) Possibility of establishing a business by telephone - the user calls and fills in an application for establishing a business with a consultant

7) Proactivity - Consultants use the business data base to call them to remind them of important issues such as the necessity to make statements or with a questionnaire question about opinions on the changes introduced.

The Help Center supports foreign users in English. Since 2015, HElp Center has handled more than one million contacts with over 90% effectiveness. Thanks to innovatiwe solutions it is handled effectively by 10 consultants (reduction of service costs). The Help Center has become one of the most popular forms of contact for entrepreneurs in Poland, which is assessed by users on a scale of 1-5 out of 4.7.

Innovation Description

What is the current status of your innovation?

The problem has been defined by user needs and the need to handle multiple contacts. The implementation of the project was carried out by contracting an external contractor, who provided the service in the form of SaS along with consultants and the maintenance and development of the solution. From the point of view of public administration, it is a highly efficient and cost effective solution. The solution has been and is being implemented in various public offices and in the private sector.

Innovation Development

Collaborations & Partnerships

The partnership with the private sector and administration brought a very positive impact in the development of the service - its formula, its appearance was jointly consulted, which resulted in a solution tailored to the needs of users.

Innovation Reflections

Results, Outcomes & Impacts

The Help Center has so far handled more than 1 million contacts with over 90% effectiveness - calls received less than 1 minute. In addition, each call is evaluated by the users, with a total score of 4.5. We will perform the growth of users in remote contact, so that more people do not have to visit the offices in person.

Challenges and Failures

The biggest challenge was to build a knowledge base, which is the cornerstone of the solution - many issues had to be collected and catalogued, many synonyms had to be added in order to be developed later and made available to users in a comprehensible way. Currently, the knowledge base has over 2000 issues in Polish and English are the most popular among FAQ entrepreneurs.

Conditions for Success

Creativity and leadership and guidance.

Replication

The service is provided in the form of SaS, from the point of view of another office it is only a connection to a service that can be performed even in one day.

Lessons Learned

The most interesting element is the functioning of a virtual bot, which needs to be "fed" with issues in order to fill in the users' questions. It is also important that the consulates have to be cared for, so that they do not rotate very much because of the special knowledge they have had for several years of cooperation.

🇵🇱