Warsaw Contact Centre 19115 (Warsaw 19115)

Published on: 28/05/2014

The aim of this project is to facilitate interactions between the residents of the Polish capital and its local government.

Warsaw 19115 is a modern system of communication with residents, the first project on such a large scale in Poland. The project consists of a centralised contact centre of the City Hall and various communal services. Its aim is streamlining and simplifying the communication between residents and the government of Warsaw.

A dedicated team of 70 consultants are available to residents every day. They receive calls and distribute them to appropriate services. Warsaw 19115 service is available 24 hours a day, 7 days a week.

Warsaw 19115 offers several different channels: the 19115 call centre, www.warszawa19115.pl portal, mobile app, e-mail, fax, chat.

Currently the call centre process on average 1000 cases daily – approximately 150 incidents requiring the intervention of the municipal administration and 850 information requests (900 via phone, 30 via portal (www), 20 via mobile (mobile app), 10 via e-mail, 10 via chat) Residents can report problems, like a hole in the pavement, broken park benches or overflowing gutters. Furthermore, citizens can also receive information on how to get an ID, driving licence or register a car. Finally, using a “Changing Warsaw” functionality on the web page or the project app, residents can present their opinions, ideas and suggestions about functioning of the city.

Description of target users and groups

The target audience is primarily the inhabitants of Warsaw, as well as people working in, or visiting the capital of Poland. Currently there are around 2 million people who reside or visit Warsaw every day.

Description of the way to implement the initiative

The City Contact Centre Warsaw 19115 is operated by Residents Interaction Division of Centre for Social Communication. It is overseen by Deputy Director of the Department and Head of the Division. The Division consists of two teams – 70 consultants, who receive the requests and distribute them to appropriate services and a group of 10 specialists responsible for aspects such as maintaining high level of service, updating the Knowledge Base, monitoring the status of case, overseeing processing of the interventions.

Initially the project was implemented in compliance with Prince 2 methodology. Currently the Organisational Regulations of the City of Warsaw are employed.

Technology solution

Components of the system:

1. Oracle's Siebel CRM Public Sector 8.2.2 (CRM - Customer relationship management).

This version of the software contains features that help public sector organizations to streamline project implementation and support of citizens. It allows to build a data base of customers, recording their interactions with the City.


2. Customer Interaction Center (CIC) from Interactive Intelligence

The solution enables contact centers personalized, multi-functional approach to customer service. This approach allows to meet the expectations of customers. The software offers:

- A wide range of tools to contact the company - voice, email, fax, chat, sms,

- Quick access to a qualified consultants,

- Preparing creative outbound campaigns for brand building,

- High level of service through monitoring of operations in real time,

- Implementation of IP networks, Voice over IP (VoIP) based on a clear path on the SIP standard.


3. Liferay Portal CMS (http://warszawa19115.pl)

Content Management System allows to create professional websites. The platform is dedicated to large corporations, as well as small companies, state organizations, and private individuals.

The solution is the base of the self-service portal for residents - a place to report problems relating to the functioning of the city. This system contains a knowledge base which is a standardized source of knowledge about the procedures related to the operation of local government.


4 Mobile application Warsaw 19115

Software for mobile devices (Apple, Android, Windows Phone)




A simplified self-service interface access for residents, allowing to report problems relating to the operation of the City.

Technology choice: Proprietary technology

Main results, benefits and impacts

Advantages for residents

  1. Availability of service 24 hours a day, 7 days a week.
  2. Possibility of receiving detailed and comprehensive information concerning the activities carried out by the City Hall, city institutions and services, as well as making complaints using a single number, web portal, mobile app, e-mail, fax, or chat – without leaving home.
  3. Time saving – decreased need to visit the City Hall.
  4. Reducing the need to understand the structure of the City Hall, or necessary procedures.
  5. Ability to monitor the case at any time, as each case is attributed with a unique number.

Return on investment

Return on investment is not measurable. The value gained is not financial in nature – it is the improved functioning of the City offices and the facilitation of the contact with residents.

Return on investment

Return on investment: Not applicable / Not available

Track record of sharing

Warsaw 19115 is the first such project in Poland, however city contact centres like Warsaw 19115 are already operating successfully in some of the major cities of Europe and the United States, such as Berlin, London or New York. Such projects can operate in other Polish cities. The implementation of similar projects could be done through the exchange of experiences and good practices.

Lessons learnt

  • Contact Centre work is based on a top quality ICT system, which supports the functioning of the centre and allows to gather and update the required information in the internal Knowledge Base.
  • The recruitment methodology allows the forming of expert groups within the consulting team, as well as the management of staff, which mainly consist of specialised supervisors and trainers focusing on coordination and consultant training.
  • The creation of the Knowledge Base containing detailed, comprehensive and up to date information on broad range of topics is a key success factor.
  • Disseminating information about the project, as well as consultations with all the parties involved in running the project, prior to it being launched, is a key success factor.
Scope: Local (city or municipality)