Brief description of the program entitled “Support measures for young people aged eighteen (18) and nineteen (19) years old” (“Youth Pass”):
The object of the “YOUTH PASS” project is to provide financial assistance, derived from the state budget, to young people aged eighteen (18) and nineteen (19), in the form of a digital debit card, for making purchases or receiving services from businesses that are active in the fields of culture, tourism and transport. This financial assistance amounts to one hundred and fifty (150) euro and it shall be provided from the year 2023 onwards, as set out in Article 47(1) of Law 5045/2023. 5045/2023.
The beneficiaries of the financial assistance are any natural persons who are tax residents of Greece and who turned eighteen (18) or nineteen (19) years old within the year preceding their application, but who have not yet turned twenty (20) years old or older within the year preceding the application.
The financial assistance is credited to the beneficiary by Information Society S.A. (IS S.A.), using a special app of the Single Digital Portal of the Public Administration created by IS S.A., to a digital debit card issued specifically for this purpose by a credit or financial institution, within the meaning of Article 3(2) and (3) of Law 4557/2018 (Α 139).
What is the object of the project?
The project’s object is the provision of services throughout the entire YOUTH PASS action, with the purpose of providing Help Desk services to the beneficiaries on two (2) levels:
(a) Level 1 Help Desk; and
(b). Level 2 Back Office, as well as to prepare an implementation plan for the provision of the above services.
The scope of this project includes services for a specified period, in order to operate a Level 1 Help Desk. This pertains to the operation of the Help Desk according to the Program, which will provide first-level support to the beneficiaries by providing information, resolving issues and answering questions. The Level 1 Help Desk will be connected to/will cooperate with the Back Office, in order to support/respond to more complex questions.
The Level 1 Help Desk will have to meet specific standards and follow specific procedures, and it must at least:
- meet the specifications of a professional call centre with physical agents, be able to support inbound and outbound communications, enable the recording and monitoring of individual cases that will need to be forwarded to the Program’s bodies, utilize both electronic channels as well as telephone communication, respond to the beneficiaries’ requests for support in a timely manner based on the severity of each request,
- provide full details regarding the volume of communications, the cases and the respective response times, and be able to periodically send standard reports containing the agreed upon information/KPIs.
- Operate a Level 2 Back Office. This pertains to the operation of a Back Office, staffed with personnel that has full knowledge of the subject and the procedures, and who will be able to meet the needs of all interested parties. In this context, the following tasks may be included,
- support for queries and issues forwarded by the Help Desk (escalation);
- support for queries and issues received by the Contracting Authority.
- prepare an Implementation Plan, containing at least information on the staffing and operation of the Help Desk and Back Office, the time period for the provision of the related services, the methodology and organisation details about the Level 1 Help Desk and Level 2 Back Office, as well as their internal communication procedures.
