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I. GENERAL INTRODUCTION

The Danang Public Service Information Center (PSC) was established in 2011. It was formerly named as ICT Transaction Center (under the Decision No.3316/2011 of the Da Nang People's Committee). The center was then renamed as PSC according to the Decision No.336/QĐ-UBND dated January 18, 2016. PSC is the focal point agency of the city to provide, answer and support information for organizations, citizens and communities (via electronic channels).

Duties, Functions:

1. PSC is a focal point linking information systems of Da Nang city in the following activities:

- Organizing the collection of databases on socio-economic information and online public services of all departments, branches, districts in the city;

- Information retrieval transaction serving management work and requirements of professional competence of administrative levels to serve the computerization process of state administrative management according to the e-government orientation of the city;

- Providing and answering information on policies and online public administrative services, socio-economic information of the city for organizations, citizens.

2. Operating as a bridge to provide online public services, to help organizations and citizens know about the status of dossiers processing by departments, branches, districts; to receive feedback from organizations, citizens to transfer to related competent agencies for settlement according to regulations.

3. Monitoring, supervising and evaluating the process of providing online public services of departments, branches, districts under the city People's Committee for organizations and citizens; assessing the satisfaction level of organizations and citizens when participating in online public services of the city.

4. Organizing as a focal point for linking the demand for application of information technology and communications and for solution providers.

5. Implementing services of consultancy, forming projects, designing, supervising, transferring investment projects on centers to care, support customers and building e-government.

6. Implementing programs of cooperation, joint ventures, association with domestic and foreign organizations, individuals in the introduction, broadcasting, advertising products and services through means and tools of information and communications; leasing equipment, products, services about Call Center/Contact Center.

7. Organizing communications and information activities at the grassroots level assigned by the Director of Department of Information and Communications and at the request of organizations and individuals.

8. Consulting, guiding and supporting organizations and individuals in implementing public services at the The One-stop Division at the City Administration Center or via online.

9. Implementing other tasks assigned by the Da Nang People's Committee and the Director of Department of Information and Communications.

II. Technical infrastructure of the Center

PSC is equipmented with the Contact Center which is modern, specialized for customer care, including:

1. IP PBX and system of computers, IP phones, etc ensuring for  100 tables/ positions to receive and answer information;

2. SMS Gateway whose function is as a content provider of telecommunications network;

3. The Public Service Information Portal (http://1022.vn) helps the citizens get information and implement online public services;

4. 10 Servers (storage), Firewall (security system), IPS (anti-intrusion system), recording system..;

5. Softwares and synchronous applications such as: KM (data management), CRM (customer information management), CMS (reporting, transaction of statistics), Billing (transaction charge), IVR/Voicemail (guiding people automatically);

6. Standard procedure for receiving/answering information or customer care.

 

            System of Center

III. SERVICES FOR ENTERPRISES, ORGANIZATIONS

1. Call center service to care, support customers

2. Message services, including:

2.1. MT (Mobile Terminated) message service: allowing users to proactively send messages to mobile subscribers of customers to promote events, new products and services; customer care…

2.2. MO (Mobile Originated) message service: sending SMS to participate in product voting, contests; looking up product prices, services, checking scores, lottery results and other information ...

3. Service of surveying, investigating and gathering information

4. Service of organizing events, communications and broadcasting

5. Document digitalization service.

6. Data entry, data labeling service.

            IV. PROJECTS HAVE BEEN IMPLEMENTED

No

Service activities

Content

The units that have cooperated

I

Call Center to support, care customers

Developed by the City People's Committee/Call Center for public utility, free…

1

The Danang Public Service Information Call Center

- Providing such information as regulations, policies, administrative procedures, socio-economic information of the city

- Hotline to receive opinions and feedback

Da Nang People's Committee

2

Call Center for natural calamities, storms, floods

Providing information on natural calamities, storms and floods; sending messages to citizens, organizations ...

The Steering Committee of Flood and Storm Control, Search and Rescue of Da Nang city and Thua Thien Hue Province

3

Channel to support, answering information on Digital Terrestrial Television (1900 9496)

 

Supporting, answering information on Digital Terrestrial Television

to people.

- Ministry of Information and Communications (Information Center - Telecommunications Authority)

- Da Nang People's Committee

 

Cooperating with external organizations, enterprizes

4

Customer Care Call Center of Song Thu Cable TV

Caring and supporting customers in cable TV service

Song Thu Cable TV Company (now is VTVcab Television Da Nang Branch)

5

Garena Customer Care Call Center

Supporting users in electronic sport games.

Vietnam Sports Joint Stock Company - Garena

6

Help Desk Call Center

Supporting users in using softwares

- FPT Software Da Nang

- DTT Comany

7

Call center for automatic surveys

Receiving feedback from people about clean water service

National Center for Rural Water Supply and Environmental Sanitation

8

Call Center to care customers, deal with problems

Receiving information and requirement for handling customers’ problems

Danang ICT Infrastructure Development Center

 

9

Call center for enrollment of study programs of distance university learning, online, in-service

Introducing the enrollment content of the Topica Educational Organization for the enrollment subjects through the Call Center

Topica Educational Organization

II

SMS Service

Developed by the City People's Committee/Call Center for public utility, free…

1

Sending official SMS

Sending SMS to notify to the State agencies in the city

- Da Nang People's   Committee.

2

Sending SMS to notify

Sending messags after the dossier is completed

- Departments, committees branches in the city

- The People’s Committee of Dien Ban district, Quang Nam

3

Sending SMS to search for public services

- Looking up the status of processing of the dossier

- Looking up production and business establishments which are granted food safety certificates

- Looking up bus routes

- Looking up means of administrative violations in traffic order and safety

- Looking up phone numbers violating regulations on advertising, classifieds

- Looking up information on land prices in Da Nang city

- Registration for medical examination and treatment appointments at the Preventive Medical Centre, Public Hospitals and Health Centers in the city.

Department of Information and Communications

See instructions for searching public services at Portal 1022: http://1022.vn

4

Sending SMS to notify information on prevention of natural disasters, storms, floods, etc.

Sending SMS to notify information on prevention of natural disasters, storms, floods… to citizens

 

The Steering Committee of Flood and Storm Control, Search and Rescue of Da Nang city and Quang Nam Province

Cooperating with external organizations, enterprizes

5

Sending school message

Looking up scores; sending SMS to notify to parents, pupils

- Da Nang College of Culture and Arts 

- Vietnamese - American English Center

- SKYLINE high - quality education System

 

6

Sending SMS to broadcast, care customers

Sending SMS to broadcast brand names, products, care customers for companies and enterprises

- T & T Finance

- Bep Trang Frog Quang Noodle

- Real Estate Mland ...

III

Service of investigation, surveying

Developed by the City People's Committee/Call Center for public utility, free…

1

Surveying on the satisfaction level of the citizens/enterprises

Investigating, surveying and evaluating the satisfaction level of enterprises to public services of government agencies and evaluation of survey results.

Da Nang People's Committee

 

2

 

Online surveying on e-commerce applications in Da Nang city

- Investigating, surveying online/directly on e-commerce application situation of enterprises and evaluation of survey results.

The Department of Industry and Trade

3

Surveying on the need of the enterprizes

- Investigating, surveying online/directly on human resource need, preferential policies and technological level of enterprises.

- Reporting on assessment of survey results.

Departments, committees branches in the city

 

 

4

Surveying on consumer demand for Vietnamese goods of people in Da Nang city

- Investigating, surveying data online on consumer demand for Vietnamese goods of people;

- Reporting on assessment of survey results.

The Department of Industry and Trade

Cooperating with external organizations, enterprizes

5

Surveying on IT applications in enterprises

Investigating, surveying and evaluating data.

Leading Associates & KDi Asia  J oint venture

6

Monitoring the quality of surveys on satisfaction level of organizations, citizens using public services in Quang Tri province

Monitoring the quality, reporting survey results

Oxfam Organization in Vietnam

7

Information statistical surveying on telecommunications

Statistically surveying on telecommunications networks and services

Information Center - Telecommunications Authority

IV

Services of organizing events, communications, promotion

Developed by the City People's Committee/Call Center for public utility, free…

1

Media sponsor of the Danang International Fireworks Competition

Media sponsors: DIFF hotline, DIFF content propaganda through the channels of the Call Center

 

Da Nang People's Committee.

2

PAR communications

- Organizing seminars, building reportages; contests, roadshows;

- Online communications (emails, video clips, Facebook, Zalo ...).

Da Nang People's Committee.

3

Communications of the 2017 APEC Economic Leaders' Week 

- Hotline to receive, support information on the APEC Economic Leaders' Week 

- Communications through Portal 1022.vn, social network, emails, roadshows.

- Da Nang People's Committee.

- The Department of Information and Communications

4

Communications of environmental field

Communications via Portal 1022, infographic, Facebook, Zalo, roadshows,  SMS, Call Center...

The Department of Information and Communications

Cooperating with external organizations, enterprizes

5

Communications via internet/ Call Center

Communications through the channels: Portal 1022.vn, emails, SMS, Customer Care Call Center, social network.

- SeABank Bank, Vietnam - Russia Joint Venture Bank, VietinBank

- Song Thu cable TV

- AMA English Language Center

- An Thanh Restaurant, Truc Lam Vien Restaurant...

- FPT Information System Co., Ltd

6

Communications for distance learning programs, online, in-service

Communications through Portal 1022.vn, emails, telesales.

Topica Educational Organization

7

Organizing events

- Organizing sports events, traditional sports tournaments

- Organizing Signing Ceremonies

- The Da Nang Department of Information and Communications.

- The Da Nang Information - Communication Technology Center

 

  

     V. SOME TYPICAL CUSTOMERS

  1. State administrative Group

Kết quả hình ảnh cho logo ủy ban nhân dân đà nẵng

Kết quả hình ảnh cho bộ thông tin và truyền thông

Kết quả hình ảnh cho cục viễn thông

  1. NGO Group

Kết quả hình ảnh cho Save the Children

Kết quả hình ảnh cho oxfam vietnam

Kết quả hình ảnh cho Hội chất độc da cam Đà Nẵng

  1. Enterprise Group

 

Kết quả hình ảnh cho KDi Asia

Kết quả hình ảnh cho fpt software

Kết quả hình ảnh cho Công ty CP Thể thao Việt Nam

Hình ảnh có liên quan

Kết quả hình ảnh cho truyền hình cáp sông thu

Kết quả hình ảnh cho đất xanh miền trung

Kết quả hình ảnh cho vrbank

Kết quả hình ảnh cho ngân hàng quân đội mb bank

Kết quả hình ảnh cho seabank

Kết quả hình ảnh cho topica

Hình ảnh có liên quan

Kết quả hình ảnh cho trường skyline

Kết quả hình ảnh cho điện lực đà nẵng

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Capacity profileAttach Capacity profile


CONTACTS

1. Call Center: (0236) 1022 (7 branches)

2. SMS: dvc [profile code] send to 8188

3. Email: 1022@danang.gov.vn

4. Portal: http://1022.vn

5. Facebook: https://www.facebook.com/tongdai1022

6. Zalo page: http://page.zaloapp.com/tongdai1022danang

Collaborative Information

Center’s managers

 

* Mr. Nguyen Van Quoc

: Director

- Telephone

: (84-236) 3996 979

- Mobile phone

: (84-90) 3257 085

- E-mail

quocnv3@danang.gov.vn

* Ms. Pham Thi Tu Thu

: Vice Director

- Telephone

: (84-236)3 99 66 77

- Mobile phone

: (84-90) 5101 519

- E-mail

thuptt@danang.gov.vn

* Administration - Accounting Division

 

- Telephone

: (84-236) 3996 777

* Technique - Service Division

 

- Telephone

: (84-236) 3996 666

* Division of receiving and answering information

 

- Telephone

: (84-236) 1022

* Media - Event Division

 

- Telephone

: (84-236) 3996 868


 

zalo