WARSAW 19115 City Contact Center
About this good practice
Warsaw 19115 is a modern system of communication with residents. The platform is a common contact center for City Hall and city units, which aims to streamline and simplify communication between users and the Warsaw local government. It operates 24/7 and offers various communication channels, including a mobile application, web portal, telephone, e-mail and chat.
Warsaw19115 offers various access channels:
- Warsaw19115 mobile application: available on Android and iOS, it allows you to report problems, initiatives and monitor various aspects of urban life, including receiving announcements about current events in the city.
- The warszawa19115.pl portal: a central place for notifications, information on the activities of the office and booking appointments, enabling the reporting of problems requiring the intervention of city services, obtaining information on current activities and the functioning of the City Hall.
• Phone 19115: a unified contact number for all of Warsaw. Using the 19115 number, you can get full information about the services provided by the City Hall.
• E-mail and Chat: further communication channels to contact the office.
Thanks to integration with the information systems of other units, a city user can report problems in one place, and they will be automatically forwarded to the appropriate addressee. In addition, the user can track the implementation of his request.
Resources needed
Personal:
- contact team,
- technical affairs team,
- Board support.
Hardware:
- ICT infrastructure for the project.
Organizational and technical:
- provision of detailed information on how to handle clerical matters,
- unified model for sharing data from information systems.
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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Good practice owner
You can contact the good practice owner below for more detailed information.