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Thema:

Bürger und Unternehmen wollen sich nicht mit internen Zuständigkeitsregelungen der Behörden befassen und mühsam die richtigen Ansprechpartner erfragen. In der Metropolregion Rhein-Neckar wurden deshalb zentrale und kundenfreundliche Zugangswege zur Verwaltung eingerichtet, die den Behördenkontakt vereinfachen. 

Feier zur Freischaltung der 115 in der Rhein-Neckar-Region 

Einen einheitlichen telefonischen Zugang bietet die Behördennummer 115, bei der Bürger schnell und unkompliziert verlässliche Auskünfte zu den wichtigsten Verwaltungsvorgängen erhalten. Seit 2011 ist die 115 im bundesweiten Regelbetrieb verbreitet. Start in der Metropolregion Rhein-Neckar war im Mai 2012. Kernstück der 115 in der Metropolregion Rhein-Neckar ist das regionale Service-Center in Ludwigshafen, das länderübergreifend Bürgeranfragen aus den Städten Frankenthal, Landau, Neustadt an der Weinstraße und Speyer sowie aus den Kreisen Bergstraße, Germersheim, Rhein-Neckar und Rhein-Pfalz beantwortet. 

Am Servicecenter Ludwigshafen beteiligte Kommunen

Das regionale Vorgehen bei der Einführung der 115 führte dazu, dass auch Service-Center in Heidelberg und Mannheim starteten und damit auf einen Schlag für 1,7 Mio. Bürger der Rhein-Neckar-Region die 115 freigeschaltet wurde – ein Ansatz, für den die Rhein-Neckar-Region im April 2013 mit dem 115-Preis für Flächendeckung ausgezeichnet wurde.

Die 115 ist der erste Bürgerservice, der mit einem Service-Versprechen verbunden ist: Die Nummer ist montags bis freitags von 8 bis 18 Uhr erreichbar. 75 Prozent der Anrufe werden innerhalb von 30 Sekunden durch das Service-Center angenommen. 65 Prozent der Anfragen werden beim ersten Anruf abschließend beantwortet. Falls zu einem Anliegen nicht auf Anhieb Auskunft gegeben werden kann, erhält der Anrufer binnen 24 Stunden während der Servicezeiten eine Rückmeldung – wahlweise per E-Mail, Fax oder Telefon. 

Derzeit wird die Kooperation im regionalen Service-Center intensiviert. Beispielsweise übernimmt das 115-Serice-Center für beteiligte Kommunen Anrufe in Randzeiten aber auch alle Funktionen einer Telefonzentrale. Um die 115-Abdeckung in der Region weiter zu steigern, sollen zudem weitere Kooperationspartner gewonnen werden. 

Kooperatives E-Government in föderalen Strukturen

Das Projekt ist Teil des 2010 initiierten Modellvorhabens „Kooperatives E-Government in föderalen Strukturen“. In diesem wird am Beispiel der Metropolregion Rhein-Neckar gezeigt, wie Vernetzung und der sinnvolle Einsatz von IT dazu beitragen,  Verwaltungsvorgänge kundenfreundlicher, einfacher, schneller und kostengünstiger zu gestalten. Partner sind die Länder Baden-Württemberg, Hessen und Rheinland-Pfalz.

Das Innenministerium des Landes Rheinland-Pfalz hatte im Rahmen des Modellvorhabens die CIO-Patenschaft für das Projekt „Einheitliche Behördennummer 115“ übernommen.

Beteiligte Organisationen & Unternehmen

Metropolregion Rhein-Neckar GmbH
Verband Region Rhein-Neckar