In the late 90s, the Flemish Government put transparency and easy accessibility for all citizens high on its agenda. The goal was to serve citizens in a professional, user friendly manner and address all questions regarding the Flemish Government. Citizens expected to be served via other communication channels besides high-quality telephone support. Strategic decisions were made to: set up the contact center as a Public-Private Partnership, consider knowledge management as one of the main drivers for success, maintain excellent relations with the different administrations of the Flemish Government, establish the contact center as a pioneer in the use of leading edge technologies and focus on delivering a high-quality public information service.
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