In the context of the modernization of the Public Service and the better quality of service to the public, the project for the provision of Communication Centre Services is being implemented, in compliance with the principle of transparency and the right to information, in accordance with the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.
The ultimate goal is to have a common contact number that ensures accurate, timely and quality information to the citizen.
For the implementation of the project Purchase of Contact Centre Services, on the basis of the Competent Body's award decision, by means of a tender (Tender No. TYP2022/008/A/A), the economic operator (contractor) awarded the contract will process personal data on behalf and for the account of the Social Security Services (SSS).
The purpose of the processing of personal data is the provision of Contact Centre services to callers, i.e. the beneficiaries of the various benefits/benefits within the competences of the YKA.
The purpose of the processing of personal data is the provision of Contact Centre services to callers, i.e. the beneficiaries of the various benefits/benefits within the competences of the YKA. Access to the computerised systems, by the contractor's authorised employees, will enable them to access only the data that is strictly necessary to serve the callers.
The services provided will be performed at 3 levels:
The first level concerns queries of a general nature, which do not require access to personal data by the contractor's employees.
The second level concerns queries that require access to personal data and concern only the callers themselves. In these cases, the public will be informed that personal data will be collected and the contractor's authorised employers will identify the caller. To this end, the public is advised to contact the Contact Centre using the telephone number they have registered as their contact number with the PSOs. They may contact the local Provincial Social Security Offices for updating their details.
The third level concerns queries which cannot be answered by the contractor's employees and will therefore be forwarded and dealt with by the relevant staff of the Social Security Offices. In such cases the caller may be identified.
(OP/EXP)
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