Project owner | Ministry of Health |
Project operator | Ministry of Health |
Budget | € 212,900.00 excluding VAT |
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, cases and the respective response times, and be able to send, on a periodic basis, standard reports that will contain agreed 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 that context, the following tasks may be indicatively included:
- support for queries and issues from the help desk (escalation).
- support for queries and issues received by the Contracting Authority.
What is the aim of the project ?
The Program aims at optimizing the quality of preventive dentistry having a target group of children aged 6-12 years and consolidating the philosophy of preventive dentistry, as well as informing parents and children about the need for diligent care of the oral cavity, so that the latter can grow up without dental problems.
Who are the beneficiaries of the project ?
Beneficiaries of the support are children born in the calendar years 2011 to 2016, legally residing in the Greek territory and having a Social Security Registration Number (AMKA), or a Provisional Insurance and Healthcare Number of a Foreigner (PAYPA).
The support shall be obtained, on behalf of the child, by an adult natural person exercising (individually or jointly) the custody or guardianship of the child. This natural person, to whom the support amount is credited, is also considered to be the Beneficiary of the support.
Each beneficiary of the program shall receive a digital debit card (pass) amounting at € 40 per beneficiary child that meets the eligibility criteria. Each debit card can cover the total cost of the planned dental care services up to the above amount. The monetary amount may be used exclusively by the persons entitled to carry out preventive dental care operations on the beneficiary child and any transfer to a third party other than the above or its assumption is not permitted. The financial support is credited to the beneficiary by “Information Society Single-Member S.A.” (IS S.A.) on a digital debit card (pass), issued specifically for this purpose by a credit institution or financial institution, within the meaning of Article 3 par. 2 and 3 of Law 4557/2018 (A 139), respectively.