REACh-NET - Helpdesk Cooperation Between Industrie And Public Services
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1 REACh-NET - Helpdesk Cooperation Between Industrie And Public Services Michael Deilmann Ministry of Labour, Health and Social Affairs, North Rhine-Westphalia ECRN conference - "REACH regulation - The burden of proof and the work for experts and expert communities Aachen,
2 REACh-NET: Aims of the pilot project 2006/2007 Establishment of a helpdesk service in particular for SME Development of cooperation as basis for sustainable services Getting information on customer needs and service process quality Based on KomNet, the successful integrated service and knowledge management system from NRW 2
3 REACh-NET: Bridging The Gap Initial Initial consultation consultation Information Information offers offers Consultants Consultants 3
4 Expectations of customers at services Practice-orientated and easily understandable Properly matching and comprehensively Neutral, high-quality and reliable Quick, simple, reachable at any time, Free of charge Who offers less will not be in demand!!! 4
5 Increasing knowledge: REACh-NET structures and processes question inquiry protected personal area public database competence center editorial staff pool of experts 5
6 Scout to experts: The REACh-NET competence center competence center Tasks: Customer communications Controlling and operating of questions and answers Care and support for the pool of experts Mixed virtual team with representatives of Bayer-Industrie-Services Lanxess Land Lower-Saxony KomNet NRW 6
7 Cooperative presentation of knowledge: The REACh-NET editorial staff editorial staff Tasks: Checking, preparing and editing of answers a.o. sources of publicated knowledge for the public database Mixed virtual team with representatives of VCI (chemical industry association) IGBCE (chemical industry union) Länder Lower Saxony, Baden-Württemberg, Rhineland-Palatinate and North Rhine-Westphalia 7
8 Cross linked knowledge on REACh: The REACh-NET pool of experts pool of experts Tasks: Providing special knowledge for the reply to inquiries and for the care of published dialogues Mixed network with 50 representatives of Firms Associations and unions Public authorities Consultants 8
9 REACh-NET: Main features The cooperative approach for initial consultation breaks new ground. Experts from public services, industry, consultants and science are included into the process. Consensus oriented decisions in a multi-stage process garantee high quality and reliability. Consensus dialogues are reachable via internet - for everybody for free. 9
10 REACh-NET Link to related areas (I.) REACh occupational health & safety Classical services only provide information to one single area. Customers have to link different areas by themselfs. consumer & environmental protection 10
11 REACh-NET Link to related areas (II.) REACh REACh-NET provides bridges between different substance related areas and gives integrated answers! occupational health & safety consumer & environmental protection 11
12 REACh-NET / KomNet: Results (status 07-10) published dialoges downloads of dialoges per month REACh-NET KomNet (subject area substances) questions per month % SME % Customer satisfaction 67 > > 90 12
13 What makes REACh-NET unique? Commitment of answers due to using the bank principle (industry / public authorities), Efficiency via systematic service approach and selfservice strategy, Topical flexibility due to a deversified pool of experts, Bridging links between REACh regulation, occupational health and safety area, consumer and environmental protection, Customer satisfaction by quality management and short timeframe for answers. 13
14 Further informations: 14
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