WARSAW 19115 City Contact Center
About this good practice
Warsaw19115is an advanced communication system for residents, serving as a unified contact center for City Hall and municipal units. It streamlines communication with local authorities, making it more efficient and accessible. The system operates24/7offering multiple communication channels, including a mobile app, web portal, phone, e-mail, and chat, ensuring residents can easily report issues and obtain information.
Access Channels:Warsaw19115 mobile app(Android/iOS)–allows users to report problems, submit initiatives, and stay informed about city events and services. It also enables tracking reported issues. Warszawa19115.pl portal–key platform for notifications, City Hall services, and appointment bookings. It facilitates reporting issues that require municipal intervention and provides insights into city operations.Phone19115–a single contact number offering comprehensive details on city services and procedures. E-mail&Chat–additional means of reaching city representatives.
Thanks to integration with municipal systems, reported issues are automatically forwarded to the relevant unit, ensuring a quick response. Users can also track the progress of their requests.Beyond communication,Warsaw19115 organizes educational programs, sharing important civic information. A notable initiative, Warsaw Protects, focused on civilian safety, providing public training on crisis preparedness, evacuation kits, and access to hospitals and pharmacies, with details available in the mobile app
Resources needed
Personal: contact and technical teams, Board support. Hardware: ICT infrastructure. Software: resident notification system. Organizational: guidelines for clerical matters, unified data-sharing model. Resources (financial, hardware, software) must be defined per implementation unit.
Evidence of success
Warsaw 19115 has received 5.091.964 notifications since the beginning of its operation, of which 2.102.795 were questions asked by residents, and 2.597.006 were notifications of failures and interventions. Every year the number of notifications has steadily increased.
In 2014 7.3467 intervention requests were submitted. In 2022 398.464 notifications which is an increase of 542%.
By 2023 23.2% of all calls were submitted via the mobile app.
This compares to 5.6% in 2014.
Potential for learning or transfer
Contact with citizens/residents is a key element for local government. It improves knowledge of the functioning and operations of the authority, increasing the involvement of residents, actively involving them in solving social and economic problems, which can provide a basis for planning development and analysing the city's current policies.
Benefits of this practice:
- more effective collection and analysis of data on priority urban problems in areas of high interest to residents,
- more active and effective participation of residents in the creation of city policy by providing a transparent platform for the submission of ideas/comments/problems
- easier access to information on the functioning ofthecity.
Warsaw 19115 can serve asa model for other cities that want to facilitate communication with residents and increase their involvement in urban affairs. Key elements (mobile application/web portal/various communication channels) can be adapted to suit the needs of other communities.
Further information
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