Customer Service Units and Call Center Restructuring and Development Program, TA for Ministry of Labor, Health and Social Affairs of Georgia (MoLHSA)

Technical Assistance (TA) for Ministry of Labor, Health and Social Affairs of Georgia (MOLHSA). The scope of the project has been assessment and improvement of the operational effectiveness of the unified call center and public reception/customer service unit of the Ministry’s Public Information Division. The assistance included provision of dedicated and on-job trainings of Call Center and Service Hall managers and representatives as well as development of the Action Plan for the Call-Center and Service Hall restructuring/reorganization and development. The call center development is planned targeting Global Best Practices of contact center operations, while service hall redesign is planned to provide one-stop-shop unit operations.