“We have finished the Snapshotz evaluation process; a very useful and
focused tool to become aware of our areas of improvement. The fact that we
can immediately register the TO DO List to create the concrete improvement program,
is just great. It allowed us to be focused and saved a lot of time. Snapshotz
is like a safety net, for unforeseen or unknown items from our part; with CSA
consulting team we have increased our experience. We work on recommended
actions and repeat the Snapshotz Online assessment, being able to implement
an effective continuous improvement cycle with the objective to become a Certified
Center according to the model”.
Trejo-Contact Center Director, Consejo Ciudadano de la Ciudad de México.
Ciudadano de la Ciudad de México is a non-Governmental Organization
that helps the community and citizens in crime prevention, legal and
psychological assistance, while working with authorities of the capital of
Mexico, a city of 9 million residents and 7 million people more interacting
According to the President of the Council, Luis
Wertman Zaslav: ‘The Citizen’s Council is a bridge between Citizens and
Authorities, integrating technology and innovation to ease the way for people to
submit complaints anytime (in a secure, confidential and civil way) Our main
goal: to reduce the lack of confidence between people and their government ’.
The Citizens Council Call Center -‘The Citizen’s Line’- operates 24
hours-7 days a week, registering citizen’s complaints and answering multiple types
of requests according to specific programs in public security and law
enforcement, but also anything a citizen want to report. The Call Center is a
vital component in the services delivered; it is the backbone for every action
and program, so mastering operations is a permanent must. That is why it is
fundamental to evaluate its performance according to a maturity model.
CSA Snapshotz was selected to execute this initiative.