Zabezpečenie služieb informovanosti občanov prostredníctvom call centra

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The purpose of the call centre is to ensure, to the greatest possible extent, citizens’ awareness of the topic of energy assistance, who will be able to turn to it as one of the forms of the prepared support. We expect that a large number of citizens will use the telephone format as one of the basic forms of information. We assume that it will mainly involve older people, people from socially disadvantaged groups, etc. The call centre’s activity will consist in particular of providing basic/general information about energy assistance, by telephone and by e-mail, in verifying whether a citizen has, or does not have, a right to obtain energy assistance. In the event that it is assessed that the calling citizen has not met the conditions for obtaining energy assistance, it will make efforts to indicate other possible steps/options for solutions to resolve the identified discrepancies. If the situation requires it, it will provide the citizen with a service in the form of sending a complaint to the back office (hereinafter referred to as “BO”) of the Ministry of Health of the Slovak Republic (MH SR). A closer specification of the subject matter of the contract is provided in Annex…

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