The authority phone shows clear strengths in the consulting services of Munster in the practice test, June 24, 2010. A direct line to all authorities in Germany and stronger service orientation in public administration: for these ambitious goals is the telephone number 115. The Federal citizens, connects to regional service centers of the public authorities. The voluntary test phase has been running since March 2009 for the project and how the services in practice looks so far? The current study of the MSM Group answers this question. At twenty participating locations local test customers conducted in May 2010 mystery calls on diverse subjects: from everyday concerns such as the registration of the dog up to more specific questions as to the CO2 building rehabilitation programme the caller tested the Service Center. This latency, friendliness, the conversational of staff and their expertise were important factors. “Christian Karrenbauer, management MSM Germany takes stock: A good idea with potential for development.” Because although the range of services is still in the pilot phase, clear strengths are in: the Service Center are easily accessible to the citizens, the staff are friendly and have good expertise in total.
Typically, they are attempting to bring the concerns of their customers quickly. However, the investigation revealed existing weaknesses: occasionally lacking employees, also frequently requested topics, the necessary competence. And in the field of professional meeting management training need: dialog structure, expression and appreciation for the customer are expandable. The study revealed also large differences between the various sites: in the category of expertise ‘ Berlin and the Bodensee district are leaders with 100% excellent or good ratings. On the other hand, only 38 percent of the test caller gave the counselling in Remscheid and Frankfurt/Main the notes 1 and 2. For further questions, please contact: Christian Karrenbauer,. Diploma in business administration management MSM Germany FON: + 49 (0) 251 14 235 14 email: