Niš case study... Implementation of the first e-government in Serbia in City of Niš

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1 case study... Implementation of the first e-government in Serbia in City of Niš Belgrade Bratislava Bucharest Budapest Prague Warsaw

2 Assessments: Changing old and retrograde telephone PBX system in City of Niš with new IP Telephony system Overcoming generation gap between old and VoIP telephony system Reducing costs of telecommunication and increasing number of internal and external calls Creating unified contact center on 14 dispersed locations for 1000 direct and 500 indirect users and around citizens Solutions: Media Servers and Media Gateway system based on RedHat Linux (Avaya Edition), Voice Mail (550h capacity of recording), IVR with 30 channels of recording, DECT system with 2 locations, Avaya UPS

3 Value created: Installation of the first e-government in Serbia Increased efficiency and improved procedures in city administration 50% of telecommunication cost reduction (cca euros), compared to the previous year even with increasing number of internal and external calls Return on investment in 2.5 years One unified telephone number for receiving information about all Nis City services. Providing additional support to citizens with more than e-services per year Collecting information from all the citizens VoIP System protected for the period of minimum 20 years A solution scalable on all levels, easily upgradeable

4 Assessing the situation: Algotech had participated in a public tender announced by the Department for Information and Communication Technologies (ICT) in the city of Nis, and was chosen to implement Avaya IP Telephony System with contact center. IP telephony system connected City of Nis with 12 dispersed city locations, providing services of the contact center for 1000 direct and 500 indirect users and about citizens.,, We wanted to use existing MAN infrastructure, to overcome generation gap between old and VoIP telephony system, to reduce costs of telecommunication, and to increase number of internal and external calls. We also wanted to provide fast ROI (return on investment) in a period of two and a half years. All these requests of the ICT department were fully realised with Algotech's VoIP system, said Bojan Cvetkovic, Head Deputy of Department for ICT in Nis city administration. Delivering the solutions: Implementing process in Nis public administration was very challenging, but also very demanding. Division for information and communication technology of the city of Nis is the first and only e-government department in State and Government bodies in Serbia, providing more then e-services per year.,, In the first phase, Algotech installed a basic contact center with one unified number for all information. Next step includes connecting of public companies such as 'Naisus' and 'Medijana' to a single contact center. In the near future, all clients and citizens will be able to receive all information about public companies in Nis by using different media channels such as landline telephony, mobile telephony, fax, SMS, internet, chat and blog, said Aleksandar Bakoè, Managing Director of Algotech Serbia. ICT department Nis received the special award of Magazine Micro PC World for Project of implementing VoIP telephony of the city of Nis, and also award of association JISA Diskobolos 2006 for The first enterprise IP telephony and call center at State and Government bodies.

5 About Niš: Division for Information and Communication Technology of the city of Nis is the first and only e-government department in State and Government bodies in Serbia. Its aim is to provide e-government trough sustainable e-development. The project provides support for the City of Nis and it comprises of citizen assistance and services center. ICT provides more than a e-services per year with more than one million provided already. Services are offered in 12 dispersed city locations with 1000 direct and 500 indirect users. Stability Pact for Southeast Europe has recently chosen this project for the best project of e-government in Serbia.

6 About Algotech: Algotech is the very first regional provider of contact center solutions in Central and Eastern Europe, present in seven countries of the CEE region: Serbia, Montenegro, Hungary, the Czech Republic, Slovakia, Poland and Romania. The company offers IP telephony systems, call and contact centers and Customer Relationship Management solutions, which enable businesses to handle customer interactions in an effective and profitable way. Algotech Serbia has been operating since 1992, and having implemented more than 90 % of the countries' contact centers, is the clear market leader. In 2006, Algotech Serbia was recognised as the Best Avaya Partner in the Adriatic region. Some of Algotech's clients in the CEE region are: Telekom Srbija, Airport Serbia, American Express, Citibank, DHL, General Electric, ING, Raiffeisen Bank, Delta Generali Insurance and Vodafone. More information is available at All statements in this Case Study were made by Bojan Cvetkovic, Head Deputy of Department for ICT in Nis city administration and by Aleksandar Bakoc, Managing Director of Algotech Serbia.

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