Running projects

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Sercal
Name: Sercal
Timeline: 2000-2001
Context: TEN Telecom 1999, feasibility phase
Co-ordinator: Vestia, Den Haag (NL)
Partners: 6 partners, mainly commercial
(City of Den Haag is partner and Gdansk is observer)
Project budget: 2 MEURO
Penetration: 10% of user base Vestia and PST (exp. end 2003)
SERCAL, SERvice Centre solutions for Autonomous Living, is focusing on the service delivery to users through the use of call centre technology, thus developing the Service Centre Solution for Sercal Care Operators. It concentrates on the feasibility and market validation (study phase of the figure above). Participants are currently analysing the technical and market possibilities of how to implement call centre technology within their respective service organisation. SERCAL will develop a common set of generic services that will be implemented as pilot services in the SERCAL Service Centre Solutions.

The focal point of the SERCAL consortium is the development of a generic model for call centre technology in the social services area. This model will consist of a technical architecture; a generic platform for existing technology, an organisational model to rebuild the current organisational structures to support the call centre concept and the training and dissemination component for the professional and/or voluntary carers as well as the end-users of the services (clients). To demonstrate and validate the SERCAL Service Centre Solutions, a set of generic services has been identified and will be implemented as pilot services. The pilot services are existing services that will be re-build to generic services that can be provided through the call centre service provision.

The SERCAL Call Centre for Social Care Operators will be validated in 2 environments within Europe, The Netherlands and Italy. Gdansk will act as a follower representing the CEEC countries.

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