Digitális városok a Földközi –tengernél

A Cisco technológiájára épülő virtuális ügyintézési pontokat állítottak az állampolgárok szolgálatába két nagyvárosban a Földközi-tenger partján. A franciaországi Nizzában, egy bevásárlóközpontban, a spanyolországi Barcelonában pedig egy egykori iparterület helyén kialakított városrész ifjúsági házában állítottak fel egy-egy videokonferenciás mini irodát, amelyekben a Cisco TelePresence segítségével intézhetik hivatalos ügyeiket a városok polgárai.

Ezeken az ügyintézési pontokon a felhasználó közvetlenül beszélhet az ügyintézővel egy képernyőn keresztül. A hivatal munkatársa fogadja és feldolgozza a kérelmeket, illetve tanácsot ad a felmerülő kérdésekben. A beszélgetés a személyes találkozás élményét adja anélkül, hogy az ügyintézéshez be kelljen menni valamelyik központi hivatalba. A Cisco Remote Expert Smart Solution for Government Services (virtuális kormányzati ügyintéző) megoldása ugyanakkor több mint egy videokonferencia. Az ügyintézési pont a nagyfelbontású videó és a jó minőségű hang mellett olyan kiegészítőkkel is rendelkezik, mint az érintőképernyő, kamera, szkenner, nyomtató. A kabinban található postaláda segítségével a felhasználó közvetlenül eljuttathatja a hatóság részére a kinyomtatott és megfelelően kitöltött dokumentumokat.

A rendszer nagyon egyszerű és könnyen kezelhető. A felhasználónak csak be kell ülnie a fülkébe, meg kell érintenie a képernyőt, és máris videokapcsolatba léphet az ügyintézővel. Semmilyen előzetes regisztrációra nincs szükség. Az érintésvezérlés segítségével könnyen megoszthatóak a kérdéses dokumentumok, majd a megbeszélés végén egy elégedettségi felmérés jelenik meg az érintőképernyőn, amelynek kitöltésével értékelhető a szolgáltatás, így segítve a megoldás további tökéletesítését.

„A Cisco távoli elérést segítő megoldásait, mint amilyen a Remote Expert Smart Solution for Government Services, arra tervezték, hogy hatékonyabbá tegyék az elektronikus ügyintézést. A TelePresence kabinok használatával ügyfélbarát módon, egy érintőképernyő egyszerű használatával, az ügyintézővel szinte személyesen intézhetjük hivatalos ügyeinket. Beszkennelhetjük dokumentumainkat, tanácsot kérhetünk, kinyomtathatjuk, az ügyintéző segítségével ki is tölthetjük a megfelelő nyomtatványokat, és egy mozdulattal feladhatjuk ezeket a hatóság részére. A kormányablakok nyitásával Magyarországon is fontos lépések történtek az ügyintézés megkönnyítése érdekében. A nizzai és barcelonai példa arra mutat rá, hogy a szélessávú internet és a videotechnológia alkalmazásával az ügyintézés és a szolgáltatások még közelebb vihetők az állampolgárokhoz.” – mondta Kovács József, a Cisco Magyarország államigazgatási üzletágának vezetője.

A nizzai ’Spot Mairie’ elnevezésű ügyfélszolgálati ponton például parkolási engedélyek, vagy házasságkötéssel kapcsolatos ügyek teljes körű intézése ugyan úgy lehetséges, mintha a felhasználó az önkormányzat, vagy az okmányiroda hivatalában ülne. A nyilvántartások lekérdezése, az építési engedélyek vagy az önkormányzati panaszok hamarosan szintén elérhetőek lesznek a virtuális ügyintézési helyeken.

A fülke bármilyen internet-hozzáféréssel rendelkező helyre, így bevásárló központokba, könyvtárakba és postahivatalokba is könnyen telepíthető.

Cisco Systems – 2013. július 23.



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