1. ICHNOS Plus Conference Vysocina – case study Vaclav Jachim, 21. September 2009 Mytilene

2. Vysocina Region

3. Basic information  Area:6 796 km 2  Municipalities:704  Inhabitants:512 053

4. ICHNOS and ICHNOS Plus Since 2005 OSS and RCC model creation Cooperation with network of business incubator Technological park planned ….National level activities changed our plans

5. Current issues Central institutions started providing of methodology support to entrepreneurs The process of implementation of the European Directive on Services in Internal Market (the Service Directive) was started Municipal Trade Licensing Offices operate as Central Registration Points providing procedures during start-ups as well as during business development Current network of regional offices of Czechinvest extended its services towards consultancy Chamber of Commerce extended its network of Information Points for Entrepreneurs (InMP) Several Czech organizations entered in Enterprise Europe Network (EEN) and provide services in support of entrepreneurs in regions Some Clusters were created and started their operation in the region

6. Our new idea Suitable model that could meet these requirements is so called Contact Centre of Vysocina region. Its objective is to provide equal and transparent access to information From communication channels point of view, it is suppose Contact Centre will use a multichannel approach: Telephone voice services (typical Call centre) SMS email web portal VoIP

7. Regional contact centre Some services of the Contact centre will be addressed to meet requirements of those type of users. Their life situation will be related to (by example) registration of business (trade) founding of the company changes of identification, personal or contact details extension of business (new licences are needed) handling of tax matters and all financial duties towards public administration (contributions, payment etc.) notification of cross-border service provision establishment of service provider with domicile in other EU member state

8. Meeting RCC and OSS model The Vysočina Region Contact Centre will be consist of the central management structure placed in the Regional Authority and the service operators which can come from municipalities, information offices or other organizations. Individual operators will be considered as OSS (a virtual OSS). The Contact Centre Management placed in Regional Authority will manage them, provide technological and content background for them, communicate with topic managers (thus OSS managers) and provide all necessary back- office functions as well as the knowledge base operation and content. For this facts, the Contact centre will play a role of RCC of those virtual OSS.

9. End of presentation Thanks for listening…. Any questions? If now – ask me… …if later – please contact me: Václav Jáchim ICHNOS Plus project manager cell: +420 724 650 203 e-mail: jachim.v@kr-vysocina.cz