Set up Citizen Hotline for Current Events

Major incidents such as catastrophic weather conditions regularly cause chaos in the telephone switchboards of the Neuheim municipal utilities. Countless citizens have questions, such as about power blackouts or the traffic situation, and they quickly cause the telephone lines to overload. As a result, the employees who try to provide all the requested information suffer from being under pressure.

The municipal utilities have therefore implemented a citizen or information hotline with a central telephone number and prepared announcements and profiles using the DAKS alarm server. Callers are now instructed via announcements to select various topics via certain keys in order to independently obtain the desired information.

The automated announcements function also makes it possible to update information regularly, to provide different announcements for different regions and districts, and to record a suitable announcement ad hoc in the event of a crisis. Be it about electricity, water, gas or the next dates for the disposal of bulky waste: With the familiar phone number, citizens can get information all by themselves without getting stuck in bothersome waiting loops, and they also have a familiar voice to listen to.

In times of crisis, such announcements play an even more important role: When hundreds, sometimes even thousands of calls come in, employees are put under extreme strain. However, many inquiries require the same answers over and over again, leaving little time to clarify individual questions. Announcements with answers to the most common questions filter out many of these routine inquiries. Citizens still get the information they want, and those who have a specific question reach a free employee more quickly.

For recurring events, various announcement profiles can be created with DAKS. The profiles can be activated manually via telephone or PC interface or automatically via contacts, time controls or as part of an alerting scenario. Within the same profile, different announcements are played for internal and external callers - employees and citizens thus receive the information that applies to them respectively.

• By setting up a citizen hotline with DAKS, citizens can get the information they need more quickly and easily in times of crisis.
• Annoyance or uncertainty of citizens due to long waiting times can be avoided.
• The citizen hotline contributes to the accessibility of information - for citizens of all ages.

• Automated announcements with DAKS relieve employees, especially in times of crisis when there is a high call volume.
• Employees can take more time for individual questions and answer them in a more relaxed manner.
• Even when telephone switchboards are not staffed or only sparsely staffed (e.g. at night), citizens can be provided with comprehensive information.
• Police, fire brigade and ambulance lines are kept clear for emergencies.

• All types and hierarchies of citizens' service offices
• Schools, universities, adult education centres and other educational institutions – to answer recurring questions from pupils and parents 
• Hospitals, nursing homes and medical centres – to inform patients and relatives about rules of conduct and visiting hours 
• Department stores, malls and store chains – to provide customers with information on opening hours, special offers and alternative purchase offers (e.g. online ordering)
• Large companies and corporations – to provide employees with the latest information and regulations
• and many more