1520 - THE PUBLIC UTILITY NUMBER OF CROCE ROSSA
Digital healthcare and services for vulnerable citizens.
How can we adopt an omnichannel and citizen-centred approach?
CUSTOMER SERVICE
HEALTH CARE
The importance of support services for vulnerable individuals emerges clearly through the implementation of telecompanionship and psychological support solutions. These services provide continuous and personalized care, helping to reduce social isolation and improve quality of life.
They not only offer empathetic and professional listening, but also enable ongoing monitoring of the emotional and psychological well-being of the most vulnerable people, fostering a sense of safety and belonging.
By leveraging advanced digital technologies and a human-centred approach, it becomes possible to build an effective and accessible support network—one that helps strengthen the social fabric and prevent psychological distress.
They not only offer empathetic and professional listening, but also enable ongoing monitoring of the emotional and psychological well-being of the most vulnerable people, fostering a sense of safety and belonging.
By leveraging advanced digital technologies and a human-centred approach, it becomes possible to build an effective and accessible support network—one that helps strengthen the social fabric and prevent psychological distress.
Focus
Customer Service
Customer Service
Cliente
Croce Rossa
Italiana
Italiana
Team
Alice Veiroli
Maurizio Mesenzani
Angela Di Massa
Eleonora Campana
Giordano Manchi
Tania Sabatini
Sara Traversari
Alice Veiroli
Maurizio Mesenzani
Angela Di Massa
Eleonora Campana
Giordano Manchi
Tania Sabatini
Sara Traversari
The objective of the initiative
The initiative aimed to structure the public utility number 1520, designing processes and consolidating the sense of belonging of the operators to the team and encouraging them to feel more involved and motivated in their daily activities.
At the same time, efforts were made to promote group cohesion by fostering the exchange of experiences, goals, and shared values.
The 1520 call center manages services dedicated to vulnerable citizens. Among them, for example: telecompanionship, psychological support, delivery of medicines and food parcels throughout the national territory for the most needy.
At the same time, efforts were made to promote group cohesion by fostering the exchange of experiences, goals, and shared values.
The 1520 call center manages services dedicated to vulnerable citizens. Among them, for example: telecompanionship, psychological support, delivery of medicines and food parcels throughout the national territory for the most needy.
Principles of Service Innovation:
monitor, manage, and improve processes and performance
monitor, manage, and improve processes and performance
Thanks to frontal sessions and workshop moments, it was possible to identify and co-design alternative solutions to the critical moments of the current Employee Journey.
The topics addressed over the years have been:
Organization and Communication, Service Design and Service Management, Performance Management, Knowledge Management, Telephone and Written Communication.
The topics addressed over the years have been:
Organization and Communication, Service Design and Service Management, Performance Management, Knowledge Management, Telephone and Written Communication.
