Smart cities

Smart city technology

Looking at challenges of the modern world and the pace of our lives, more and more cities recognize the need for wise technological support. IT projects in the area of smart cities facilitate access to public services and movement in urban space, as well as improve the quality of service and communication between citizens and offices.

The Gdańsk Contact Center (GCK) is a Call Center system created for the residents of Gdańsk and its visitors. That is a technological answer to their needs and problems. It allows authorities to provide information on city affairs, receive notifications, conduct public consultations, and manage notifications from residents.

This unique solution combines Service Desk and Call Center systems – it allows residents to contact the city authorities, register their notifications, and supervise their service. It is based on two integrated systems: Hermes.Net Contact Center and Atmosfera.

  • Maintenance and support in the 24/7 model.
  • Software development support.
  • Prince2 change management procedure.

 

Report handling

All subordinate City Hall units are involved in handling requests in the Atmosfera system. Each of these units has been provided with headsets that are used to consult and support the work of the GCK when servicing residents. Thanks to this, GCK has direct contact not only with residents but also with all subordinate units.

  • Number of entries: > 100,000
  • Monthly number of entries: > 5000

 

Basic platform functionalities

The GCK platform has been integrated with 4 other systems operating at the Gdańsk City Hall. It is a comprehensive tool that provides the following functionalities:

  • ticket management
  • IVR (Interactive Voice Response)
  • resident profile
  • opinion polling
  • newsletter
  • outbound campaigns
  • reports
  • handling of notifications from the Gdańsk Order Map
  • GCK knowledge base
  • access to EZD PUW

Supported communication channels

Voice Voice
Social Media Social Media
Chat Chat
Videochat Videochat
SMS SMS
Internet forms Internet forms
E-mail E-mail

Communication scheme

smart city chart

„GCK is a connected vessel – we combine IT, knowledge gathered by many officials, openness to problems, and readiness to respond quickly. From the very start of the GCK until now, we have seen a huge increase in the number of applications. Residents get used to this form of contact with the City Hall and its units.”
Tomasz Filipowicz, director of the Civil Affairs Department, leader of the Contact Center urban project

 

 

To meet the needs and expectations of modern cities and people, we create innovative technological solutions. We change our everyday life so that we can all live better.