“Boîte Europe” : a generic email address as a first contact for all operators about European funds
About this good practice
The EU 2021-2027 programming period has implemented new funds while European programmes are becoming increasingly important and complex to understand. Moreover, as managing authority, we have to inform operators in an equitable manner. Lastly, we needed a tool for coordinating and monitoring requests, as well as a tool for federating a community of fund referrers.
Alongside management and expertise on EU programmes, the European Department of the HDF Regional Council has chosen to implement a single desk for coordination and communication about all EU funds available in the region. The email address [email protected], linked to a monitoring table (.xls) is one of the tools to reach these goals. This practice is entirely managed within the European Department (Interfac’EU Unit) by 2 Project Officers and can benefit to anyone in the territory (including SMEs, public bodies and associations…).
Through this email, anyone in the region is invited to ask any question or project idea they might have regarding EU funds in the region. After assessing the request and the need for support, Interfac'EU will provide information and advice to find a solution tailored to the needs of the project owner. Acting as a "marshalling yard", Interfac'EU put them in touch with the appropriate experts.
The mail address is also used to inform general public and partners about events related to EU funds in the Region (invitations, receipt of contact forms, contributions).
Resources needed
No funding was needed aside from the dedicated hours of 2 already hired civil servants which amount to an approx. 12 hours a week in order to guarantee regular tracking of the requests.
Evidence of success
This practice saves operators time by putting them on the right track straight away, thereby speeding up the process.
Internally, it filters the emails and avoid a potential overload for its experts, saving time and improving regional civil service.
- In 2023, 280 requests have been already processed, wich generated aprox. 2200 emails
- At the 31st of July 2024, 180 requests have been already processed, expecting a significant progress for the current year. / aprox. 1200 emails
Potential for learning or transfer
This practice is easy to put in place and manage. It only operates on the basis of an individual mail box to which few persons have access. It is a permanent contact, disconnected from shift changes. It also allows a collective approach within the regional authority, improving collaboration between services.
It is essential to organise the tool clearly:
- Clearly define the objective
- Define the day-to-day management process
- Allocate agent time on a regular basis
- Consolidate the technical side (spam vulnerability)
- Explain the logic and expected benefits (filtering, monitoring and archiving, multi-fund management, permanence, etc.) to get internal stakeholders involved