Establishment of a City Contact Center in the Capital City of Warsaw
Warsaw 19115 is a modern communication system with residents and the first project on such a scale in Poland. Similar centers are already operating in other large cities in Western Europe and the United States, e.g. in Berlin, London or New York. It is the joint contact center of the City Hall, district offices and municipal units.
The main goal of the project was to streamline and simplify communication between residents and the Warsaw local government. Warsaw 19115 services are available 24 hours a day, 7 days a week. Every day, a team of consultants receives and distributes approx. 1000 applications to relevant technical units – requests for information or intervention. The most frequently reported issues concern public transport, roads, infrastructure and waste management.
Within the project, the following tasks were carried out:
- purchase of 60 “all-in-one” computer workstations,
- creation and launch of an IT system supporting City Contact Center,
- IT services: maintenance and development of the CCC supporting system.
Contact with the center is possible through several channels – above all: a common helpline number – 19115, a self-service website – www.warszawa19115.pl and a mobile application. Choosing from them, residents can get information on the functioning of the City Hall and municipal units, services (procedures and progress of given cases), planned events, organization of cultural events or stages of various renovations. They can also call 19115 for any case that requires the intervention of the city administration (e.g. a hole in the sidewalk, an illegal landfill or a wandering animal) – except for interventions related to the direct threat to life, which are served by the 112 emergency number.
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