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Rotterdam Public Services Department to schedule its service desk staff with ORTEC
Published on August 13, 2007
The Municipality of Rotterdam is currently working hard to improve the services it provides to its citizens. The municipality wants to use the service number 0800-1545, the Stadswinkels (sub-municipality offices that provide a range of services) and the website Rotterdam.nl to make it easier for citizens and business people to obtain services and products. One of the steps the Public Services Department has taken in this process is to purchase the ORTEC HARMONY duty roster system to ensure more efficient working methods within the municipality.
Overview
The selection procedure that resulted in HARMONY being chosen also involved two other parties. Anja Goudzwaard: “The Public Services Department chose ORTEC because HARMONY and, in particular, its automatic scheduler, fulfill our needs and requirements.”
“We initially wanted to use HARMONY to schedule the service desk staff. Consequently, the job assignment module that can be used to expand HARMONY was extremely important to us,” said project managers Anja Goudzwaard and Jaap den Otter. “This module provides us with an overview of who is working at which service desk and what products can be issued. The fact that our scheduling is skills-based also enables us to improve the services we provide to clients. After all, having the right staff member at the right place at the right time is vital for ensuring that the quality of our services remains high.”