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Direct line to the authorities: In the Lake Constance district, the public authorities’ phone number 115 has been launched

Dec 10, 2009

From today, the T-City, Friedrichshafen, and other municipalities of the Lake Constance district have become model regions for the project working towards a universal national phone number to the public authorities, 115. Citizens can now reach all authorities in the administrative district, Monday to Friday from 8 a.m. to 6 p.m. under the universal phone number 115. The service costs seven cents per minute from fixed lines.

Whether you’re ringing about your car permit, your passport or an application for child benefit: If you dial 115, you will automatically reach the central service center of the District Office of the Lake Constance district. Here, specially trained employees will either answer the incoming queries directly or forward the caller to the responsible agent in the respective offices. “In many cases, our employees are able to help the citizens directly,” said Lothar Wölfle, Head of the Lake Constance district administration. “For, from their workstation, the employees can access a new knowledge management system, in which they can find all the information they need on more than 150 of the most frequently requested services of the local authorities.” 

Participating municipalities in the Lake Constance district

The cities of Friedrichshafen, Überlingen, Markdorf and Meersburg as well as the municipalities of Uhldingen-Mühlhofen, Kressbronn, Langenargen and Meckenbeuren are the model regions for Project 115. They enter detailed information on contacts and responsibilities in the knowledge management system, which is available across the district, to enable speedy information on first contact. For all other district municipalities, basic information will be available. In addition, incoming queries are forwarded to the town halls during opening hours.

 

115 for the first time available in a rural region in the south of Germany

To date, 115 could only be dialed almost exclusively in a few metropolitan regions and larger cities of Germany. “We are proud that the T-City and the surrounding Lake Constance municipalities are among the first authorities in rural areas throughout Germany to test the public authorities’ phone number 115 in practice,” said Ferdinand Tempel, Head of the T-City representative office. “The launch of 115 offers cities and municipalities in the region the opportunity to work together and is an important step towards reducing bureaucracy and optimizing service.” 

The waiting is over

The fact that it is not just wishful thinking is proven by the first results from other test regions in Germany, such as Hamburg or Berlin. For example, of the 170,000 calls received in May 2009 in the service centers, it was possible to answer around 80 percent within 30 seconds. “Our experiences show that a telephone service center can increase the accessibility of a local authority from 50 to up to 90 percent,” explained Gerhard Menzel from the Federal States and Municipalities expert sales at T-Systems. “We are certain that the universal public authorities’ phone number 115 has started a new service era in the local authorities, in which the search for the right contact and long waiting times in a telephone queue are finally a thing of the past.”
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