What is the object of the project?
The object of the Project is the provision of help desk services for supporting financially the implementation of preventive dental care operations for children aged between six and twelve (6-12) years (DENTIST PASS), in the framework of the project “Implementation of the National Public Health Prevention Program ‘Spyros Doxiadis’” (Action Code 16783), of Greece 2.0 Recovery and Resilience Fund, financed under the “National Recovery and Resilience Plan Greece 2.0.”
More specifically, the object of the contract is to provide Help Desk services for the entire duration of the DENTIST PASS operation to support Help Desk at two (2) levels:
a) Level 1 help desk and b) Level 2 back-office, as well as the preparation of an implementation plan for the provision of the above services.
The Level 1 help desk will have to meet specific standards and procedures, and should, as a minimum:
have the characteristics of a professional call center with physical agents, have the ability to inbound and outbound communication, provide the ability to record and monitor individual cases to be forwarded to the Program Institutions, to utilize both electronic channels and telephone communication,
respond, in a timely manner, to the beneficiaries’ requests for support, on the basis of the severity of the request,
provide full details regarding the volume of communications, the cases and the respective response times, and be able to periodically send standard reports containing the agreed upon information/KPIs.
The Operation of Level 2 Back-Office. It relates to the operation of the back office, staffed by persons that must have full knowledge of the subject and the procedures and be able to meet the needs of those involved.
In this context, the following tasks may be included,
support for queries and issues from the help desk (escalation).
support for queries and issues received by the Contracting Authority.
What is the objective of the project?
The Programme aims at optimizing the quality of preventive dentistry for the target group of children aged 6-12 and consolidating the philosophy of preventive dentistry, as well as informing parents and children about the need to take good care of their oral cavity, so that children can grow up without dental problems.
Who are the beneficiaries of the project?
The beneficiaries of this aid are children born in the calendar years 2011 to 2016, legally residing in Greece, who are holders of a Social Security Number (AMKA) or a Temporary Number of Insurance and Healthcare for Foreigners (PAAYPA).
The aid will be received, on behalf of the child, by an adult natural person who has custody or guardianship of the child (individually or jointly). This natural person to whom the aid is credited is also considered to be the Beneficiary of the aid.
Each beneficiary of the programme will receive a digital debit card (pass) amounting to €40 per eligible child. Each debit card can cover the total cost of the relevant dental care services up to the aforementioned amount. The monetary amount may be used exclusively by the eligible persons for preventive dental care operations for the beneficiary-child, and it may not be withdrawn or transferred to a third party other than the above. The financial aid is granted to the beneficiary by “Information Society Single-Member S.A.” (IS S.M.S.A.) by way of a digital debit card (pass), issued specifically for this purpose by a credit or financial institution, within the meaning of Article 3 par. 2 and 3 of Law 4557/2018 (A 139), respectively.
