Citizens get reliable information, and your specialist departments gain time.
We take on citizen hotlines, email inboxes and appointment enquiries for local and public authorities – with answers from a jointly maintained knowledge base and structured handover to your specialist departments. For procurement procedures, we provide verifiable evidence.
How we take work off your hands in this industry.
A citizen hotline works when the knowledge base is right.
Like the service centres in the 115 public authority number network, a citizen hotline answers recurring questions from an agreed knowledge base and passes everything else to the specialist department with a case summary. We set up operations on this principle: new topics only go live after your administration has approved them. Our way of working comes from our work for health insurance funds and associations of statutory health insurance physicians – public-law bodies with high demands on data protection and traceability.
Arrange a call→Procurement, data protection and evidence are considered from the start.
In procurement procedures, verifiable evidence counts. We provide certificates, data protection documents and our contingency plan for your evaluation.
ISO/IEC 27001:2022 for information security.
ISO 18295-1:2017 for customer contact centres.
ISO 22301:2019 with contingency plan.
Project data on servers in Germany.
Questions from public administration.
Question not listed? We reply within one working day.
Yes. As a rule, aLIVE-Service GmbH in Magdeburg, the group's parent company, submits the bid; depending on the procedure, aLIVE Support S.R.L. also bids, alone or jointly. For procurement procedures we provide certificates, data protection documents and the project start concept. You receive the plan for kick-off and detailed planning within five working days of the award.
We do not cite references from local or regional authorities. Our experience comes from health insurance funds and associations of statutory health insurance physicians, which have similar requirements for data protection, deadlines and traceability. For your evaluation you receive certificates, data protection documents and the project start concept.
No, 115 is a network of public service centres that we do not operate. We run citizen hotlines for individual administrations on a similar principle. We answer recurring questions from an agreed knowledge base and pass everything else on in a structured way.
Project data is stored on servers in Germany, and data processing is governed by Art. 28 GDPR. Customer service is provided by aLIVE Support S.R.L. at its sites in Romania, and the group also has sites in Germany – all within the EU. We decide which sites work on your project during detailed planning.
Staff answer from a knowledge base that is maintained with your department. New topics only go live after approval. Samples with error classes and CAPA logic help eliminate recurring errors.
Yes, handover to 2nd level is a fixed part of the call flow. It is structured and includes a case summary. The specialist department does not have to ask for the details again.
