One year of the D 115 in Chemnitz: results presented to the city council
On 1 February 2012, the D115 service centre of Chemnitz City Council was launched with the nationwide public authority number 115. After the first twelve months, a positive assessment was made and presented to the city council at its meeting yesterday with information document I-023/2013. Here is an overview of the most important results: The service centre received a total of 104,075 calls from 1 February 2012 to 31 January 2013, of which 21,222 calls were made via 115. 42 percent of incoming calls (115 and 488-0) were answered directly in the service centre. From 1 to 31 January 2013 alone, the service centre received 10,822 calls, 2,934 of which were made via the 115. The most frequent enquiries related to applying for and collecting identity cards, passports and children's passports, registering and re-registering a place of residence, applying for certificates of good conduct, information on registering, re-registering and decommissioning motor vehicles, appointments to view the building file archive.
The Service Centre D115 is organised as a department within the Citizens' Office of the City of Chemnitz. The aim and aspiration is to make it easier to reach the city administration by telephone from Monday to Friday from 8 a.m. to 6 p.m., regardless of local responsibilities, and to provide enquiring citizens with the information they require quickly, in a solution- and service-orientated manner, thereby improving citizen service. A manager and currently eight clerks make up the highly motivated team at the service centre: they provide information, receive messages, information and suggestions and pass these on to the specialist departments. Enquiries on specialist topics that cannot be answered in the Service Centre are forwarded to offices and institutions.
There are currently 317 services available for Chemnitz City Council tasks, which are constantly being supplemented, updated and expanded in co-operation with the specialist departments. The service centre also performs the following tasks, among others: Assigning appointments and answering all external and internal calls for the building file archive; supporting the housing benefit hotline; enquiries about reminders for the Citizens' Office; providing information on the status of personal documents; assigning appointments for services provided by the registration office; supporting the information hotline.The following tasks were carried out by the ASR: making appointments for services provided by the registration office; supporting the information telephones of the motor vehicle registration office and the registration office; supporting the ASR with the winter service hotline and temporarily supporting a central telephone number for the social services department during counselling sessions.
Information online: www.chemnitz.de/d115