Antwerp investigates privatization of urban information line, Groen objects (Antwerp)
Within the city of Antwerp, an investigation is underway into a complete privatization of the urban contact center, including the urban information line. This is apparent from internal documents from the KPMG consultancy. “This does not bring the service closer to the people,” says Niel Staes, Antwerp Green municipal councilor. Ships of counters Nabilla Ait Daoud (N-VA) says that nothing has been decided yet.
The plans on the table of the top of the urban administration. The urban contact center is the first place where people go with their questions and complaints via the urban information line, social media mail. A dozen people work there. Or questions can suddenly be forwarded from the Antwerp resident to the right service.
KPMG made a study called ‘reassessment of customer management city of Antwerp’. mention mention. The office of the possibility of completely privatizing the urban contact center of. By realizing it, 74,042 euros would be released in a further follow-up of the questions and complaints from hamburgers. That’s where it would go wrong now.
The fact that the city of Antwerp uses a private call center is not new. The N-Allo company has already stepped in during very busy periods, such as when registering for a vaccine.
Finishing
Groen Antwerpen is concerned about plans to privatize the urban call center. “This is no way for us to bring the service closer to the people,” says Niel Staes. “On the contrary. After the completion of the city counters, alderman Ait Daoud will cut public services and Antwerp staff. With this decision, Antwerp would be unique in Flanders. No other city operates this way, and for good reason. The fact that the city occasionally calls on external partners in situations is one thing. But this option is not good governance.”
According to opposition party Groen, a complete outsourcing will not lead to less workload, but to even more workload. An external call center is intended for own city staff. Files will not be resolved at first contact, but will be transferred to the districts and city counters, among others.
According to Groen, this is a purely financial operation. “If even the city’s information line is no longer certain of its future within the city administration, which service is?”
Antwerp alderman from Loketten Ait Daoud started with the suggestion that an outsourcing study is on the table with the administration and on the agenda of the council of aldermen on Friday.
“It has only yet been decided whether we will not outsource this service completely or whether we will keep it as it is now,” said the ships. “Antwerp residents deserve to help efficiently, correctly and quickly. That’s the goal. We also need to discuss this with the unions. It is not yet known where we will eventually land.”