"TÜR" project

The EKOP 2.1.14-2011-2011-0001 priority project on the renewal of the call centre is connected to the Magyary Zoltán public administration improvement project and a few European Union projects (for example phone administration), aiming to satisfy the needs of clients of public administration. The project was established in 2011, the subsidy contract was signed on 2 July 2012.

The project is aiming to set up a call centre within the public administration providing for the construction works and the establishment of the IT infrastructure. The aim is to establish a contact centre providing single communication on a stable quality, which beyond providing information is able to assist starting procedures, and providingfurther e-services.

Its functioning can be harmonized with the work of other call centres which also can be integrated to its system.

Due to the “TÜR” project the call centre provides information for the citizens and public administration bodies 24/7 on seven channels: land line and mobile phones; VOIP, e-mail, fax, sms, chat, forum

Due to the development an infrastructure was established providing a base for communication between citizens and the public administration, and for starting procedure through phone and tracking cases. In order to suit their working hours and daily life the project aims to make procedures easier and quicker for clients. Thanks to the assistance of the phone administration as a result of widening services in the future anyone will be able to become a user of electronic public services without deeper IT knowledge.

Pursuant to Government Decree No. 1464/2013 the renewed Governmental Hotline started to work on 1 December 2013, the call centre was launched without service outage in the new place. The Governmental Hotline took over the services of 185 on 2 January 2014.

Financial background

The project aiming to renew the contact centre was financed by the European Union, by the European Regional Development Fund, in the framework of the new “Széchenyi” plan as a part of the Electronic Public Administration Operative Programme. The total amount of the European Union and the Hungarian state is HUF 911,239,283.

Closure and maintenance of the project

The project was closed on 30 September 2014. The Governmental Hotline gradually establishes the opportunity to avoid personal administration therefore saving time and money for citizens and assisting the realization of the “good state”.