NTRsupport Success Story

Frankfurt-Oder Launches e-Government

for Citizens with NTRsupport Ultimate

City’s economic department responds to

questions and provides information through
remote assistance and Live Chat, effectively
increasing citizen satisfaction.

The Customer
Frankfurt-Oder is a self-governing city located in the German state of Brandenburg.
The city with 63,000 citizens is known as a center for science and research.

The city needed to improve service and support delivered by the economic department.
Employees needed a way to quickly and easily reach people – including potential
project investors - who had questions or needed help. They wanted to provide service
without requiring people to make appointments and visit city offices.

Frankfort-Oder needed to find a remote assistance solution that would support an

intranet portal to city service information and citizen support.

“ We decided on
NTRsupport Ultimate
because it was the only
solution capable of
meeting our demands. It
allows us to user remote
control to respond to
questions and requests or
provide technical support
as if our city employees
were sitting just across
the desk from our
”
citizens.
Markus Derling
Treasurer and Project Leader
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yourself!
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Success Story approved by Frankfurt-Oder
The Challenge
In order to support a wide range of citizens, the solution had to offer remote access to
all common platforms through every leading browser. It also had to be very easy to use
and couldn’t require any software on citizen computers.
Fast response and service depended on chat sessions being routed to the employee
who could best answer the question. Features like page view monitoring, contact
management, user-defined metrics and system statistics reporting were also considered
important to developers.
Finally, in order to improve the productivity of city employees, the solution had to be
accessible from various work areas and employees had to be able to support more
than one caller at a time.
The Results
Frankfort-Oder based it citizen support intranet portal on NTRsupport Ultimate. Now,
citizens have direct access to employees of city’s economic department and potential
investors take advantage of a 24-hour hotline.
“We decided on NTRsupport Ultimate because it was the only solution capable of
meeting our demands,” said Markus Derling, Treasurer and Leader of the Economic
Department e-Government Project. “It allows us to use remote control to respond to
questions and requests or provide technical support as if our city employees were
sitting just across the desk from our citizens.”
Citizens initiate support sessions by clicking on the portal’s Live Chat button. Their
questions are routed to the most knowledgeable operator. Potential investors can go
directly to a FirstHelp website to get the information they need which reduces operator
call volumes.
Benefits
Provides immediate personal contact with city
employees without a prior appointment
Reduced customer service costs
Secured remote communications to preserve citizen anonymity
Increased employee productivity
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