======Universal Contact Point======

===== Description of the Universal Contact Point =====
Universal Points of Contact are service channels, i.e. places and means by which public administration clients can implement public administration services, regardless of the subject matter and local jurisdiction of the service and the service authority, both self-service ([[[nap:portal_obcana|Citizen Portal]] as part of the Public Administration Portal) and assisted. Assisted contact points are further divided into specialised and universal contact points, mainly due to the complexity and complexity of some services which require highly qualified staff that cannot be guaranteed for universal contact points. 

With the increasing computerisation of services to clients, a multichannel (voice, mail, chat, SMS, ...) contact centre / call-centre, primarily designed to support users of self-service electronic channels, will also be a necessary additional universal contact point.

In addition to universal contact points, there are also specialised contact points, again differentiated between self-service and assisted contact points. Their task is to provide VS services that go beyond the scope or complexity of the universal contact points.

==== Self-service PSCs ====

Self-service points of contact aim to reduce direct contact between public administration clients and public administration offices. In order to meet this objective, they must meet user-friendliness conditions and ensure that the self-service alternative is equivalent to the assisted version. The Ministry of the Interior has built and operates important systems and services without which self-service contact points could not function or their potential could not be fulfilled, such as [[nap:portal_obcana|Citizen's Portal]], [[nap:elektronicka_identifika_pro_klienty_verejne_spravy|National Identity Authority]] or [[nap:komunikacni_infrastruktura_verejne_spravy|Central Service Point]]. A self-service PSAP, unlike an assisted PSAP, may include services that are highly specialized, as it is the client's will to use the service and is aware of all the requirements placed on it. A self-service PSAP will always provide the client with sufficient information and guidance on how to use the service correctly. Development is planned for all the services provided, with the aim of expanding the services available or providing a 24x7 out-of-hours service.  

==== Self-service specialised contact points ====

Specialised self-service points of contact are used for cases where it is disproportionately difficult to manage and maintain services at a universal self-service point. However, clients must still be able to use the services of self-service points of contact. These are in most cases a specialised [[nap:portaly_verejne_spravy_a_soukromopravnich_uzivatel_udaju|agenda portal]].
==== Assisted Universal Points of Contact ====

{{page>en:nap:czechpoint}}


=== Assisted Specialist Points of Contact ===

Assisted Specialized Contact Points are for clients who, for whatever reason, cannot use the services of self-service contact points, and at the same time the service is not available in a universal assisted contact point due to its specialization. In most cases, these are counters in offices where services are handled by staff trained in that specialisation. Examples include the Tax Office (tax obligations), the Cadastral Office (property ownership) or the Ministry of Agriculture (agricultural subsidies). However specialised the service is, this should not prevent the introduction of a self-service version at a one-stop shop.


===== Rules for the Universal Contact Point =====
In designing and managing its services, the Authority must take into account the possibility of both self-service and assisted services. The primary responsibility for this decision lies with the substantive administrator of the service, which for example for services under delegated powers is not always the authority. However, there may be some inherent responsibility for the way in which the delegated service is enabled to be handled and, where the service manager provides this option, the authority is obliged to take account of all handling options. It must also not be the case that a public administration service which is published for the self-service of the client does not include all the processing options available to it in an assisted form. 

==== Self-service universal points of contact ====

In order to fully support self-service, a public administration service must meet the following conditions:

  * Provision of self-service to the client under a guaranteed electronic identity.
    * All published self-service services of each authority must be able to work with a client who proves his/her guaranteed electronic identity. Technically, this means compliance with the rules and principles of [[nap:electronic_identification_for_public_government_clients|National Identity Space]]
  * Federation under [[nap:portal_obcana|Citizen Portal]]
    * Services must be federated under the [[nap:portal_obcana|Citizen Portal / Public Administration Portal]] in accordance with the [[nap:electronic_identification_for_public_government_clients|National Identity Space]] and comply with the rules of [[nap:portals_public_government_and_private_data_users|public_government_and_private_data_users]]
  * Interactive user interface
    * Forms and other services for the public administration client using guaranteed electronic identity and the principles of [[nap:uplne_elektronicke_podani|full electronic submission]].

==== Assisted universal points of contact ====

When operating assisted universal points of contact, it is necessary to ensure the assignment of roles in CzechPOINT for the staff providing its services through an administrator, the so-called local administrator.  

Within the framework of assisted PSAPs, it is necessary to take into account the continuous development and addition of services, which must correspond as much as possible to the self-service ones. No self-service service may be without its assisted variant, which may, however, be handled within the office if its specific complexity so requires (for example, the filing of a claim in insolvency proceedings).



{{tag>CzP CzechPOINT "Universal Contact Point" kzmu ukm "functional unit"}}