BirÇözüm — Vatandaş Talep ve Çözüm Merkezi
Collecting the demands from five channels in a single pool; Demand management that secures the solution with SLA countdown and automatic escalation.
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The Center that Transforms Citizen Requests from Recording to Solution into a Traceable Process
The solution center that collects all requests from the call center, Mobil/Web, social media, white desk and WhatsApp line in a single pool. An automatic resolution time (SLA) is assigned to each request category and the countdown begins; Work that is close to due date falls to the team, and overdue work automatically falls to the senior manager. It monitors citizen requests step by step, like cargo tracking; The satisfaction survey goes automatically at closing. Biryerden is a member of the Kamu Karar Destek Platformu family.
Operational scope
Problems Solved & Value Delivered
Requests were disappearing in WhatsApp groups and Excel lists
Delayed work was only noticed when the crisis grew larger
Performance was measured by the number of jobs, satisfaction was not measured
No request is lost in the channel
Crises are caught before they escalate with automatic escalation
Success is measured not by the number of jobs but by citizen satisfaction
Technical Features & Modules
One pool of five channels — call center, Mobil/Web, social media, white desk, WhatsApp
Automatic SLA and countdown based on category
Automatic escalation — overdue work goes to the admin screen
Subtask management — division of large request into units
Management dashboard with heat map
Automatic satisfaction survey at closing
Progressive request tracking for citizens (received → in process → in the field → resolved)
SMS and Push information
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