Sector
Public Administration / Citizen Services
Client
Public body in Gipuzkoa
Challenge
During the Income Tax Declaration campaign (April), the number of calls and inquiries to this public body triples.
The challenge was to maintain an uninterrupted citizen service, minimize waiting times and ensure complete security in the connections with the public network.
Solution
Logikaline acts as an external supporting CCS, connecting with the client through a point-to-point VPN over MPLS infrastructure, ensuring security and reliable communications.
30 additional agents were incorporated into the platform to handle the increased interaction volume.
During the campaign:
-Daily calls increased from 50 to over 200.
-Customer service flow remained consistent, with no delays.
-Citizens experienced no service disruptions.
Results
- Continuous and uninterrupted service
- 99 % service level.
- No impact on user experience.
- Scalability and security ensured through the MPLS connection.