What is the object of the project?

The object of the project is to provide services for the entire duration of the Smart Readiness action for the purpose of staffing and the operation of an information and support office of the Program (help-desk) as well as the management of applications for participation/approval of applications of installers and beneficiaries in the Program.

The object of this Project includes services for a specific period of time aiming to:

Α. staffing and operation of the Program’s helpdesk, both for the beneficiaries of the aid and for the installers. The help-desk will cover horizontally the needs of the Program and the management of communication mainly with the potential and actual beneficiaries of the aid, and the installers but also with the general public concerned. The scope of this project includes:

• The organization of the help desk mechanism in professional standards with the help of an organized call center. There will be the possibility of inbound and outbound communication, through alternative channels including telephone communication, chat, email and special ticketing system. Specifically for the ticketing system, the contractor will be able to use (where possible) tools of the digital platform of “Sub-project 2. Planning – implementation and Production Operation of the Electronic Platform for the management of applications and monitoring of the life cycle of investments”, since the beneficiaries will already have a digital account for the management of their applications and through it they will be able to submit and monitor requests and questions.
• Provision of the appropriate staff for the front-office help-desk function throughout the project. Proper allocation of staff at peak hours will be provided to cover extended working hours.
• The management of the entire life cycle of communication with beneficiaries of the Program. In addition to the simple questions, the help desk staff will work with the other management mechanisms / contractors and the Contracting Authority to monitor the life cycle of requests and to inform the beneficiaries accordingly. As part of the tasks of the help desk, a monitoring mechanism for specific KPIs will be maintained to ensure the quality of the service.
• The provision of statistical and periodic reports on the development of quality indicators, individual cases under management, etc.

Β. The operation of a central back office mechanism with consultants-executives who have full knowledge of the subject and procedures and can meet the needs of both the other contractors and the beneficiaries and others involved.

What is the aim of the project?

The purpose of this sub-project is to provide services for the overall supervision of the work, the central administration of the Program and the coordination of the parties.
The activation of the program requires a systematic approach to the administration and supervision of the program in order to effectively operate individual aspects of management, support and operation. For this purpose, a coherent supervision and administration will be needed to help more coherent management.