Would need to be a ordinary company for half a year, in order to cope with a change of address of a customer, heads would roll. The Serafe however, since the beginning of the year, the new Billag receives additional funds from the public Hand.
that’s the point: The Swiss collection Agency for Radio and television output, short-Serafe, the Billag the job consists of extracting, by the Federal office for communications (Ofcom), the significantly lower offer. Instead of the over 60 million francs, the Billag had previously painted, the Serafe now well over 20 million Swiss francs in the year. In The Minimum.
Two percent error –
This is possible because the Serafe works fully automated. The Billag, the addresses managed by Hand, had about 240 employees. In the case of the Serafe the power of a computer program. Is it fed with a data rate of the inhabitants of the offices, which was previously conducted only pro forma, and now, for the first time: He captures not only the address but also the exact apartment of all citizens.
the Latter is the main source of error. Up to two percent of all the information were in error, as Serafe confirmed to VIEW today. At 3.6 million in January, sent invoices to the are around 70’000.
But that was not the only reason why it came to the beginning of the year to frustration like in the Billag times. Added to this were thousands of questions on various payment options, billing intervals, or exemptions.
“Considerable waiting times”
“We ask you to contact us if there are any discrepancies directly to their residents,” in January on the bill. However, the authorities were not able to address many of the concerns that revolved around Serafe-specific topics.
Only a few days after the invoice shipping on 22. January, precipitated the Parties about the decision to make the Serafe for the citizens, for the sole point of contact for all questions and corrections.
“The call centre replied on peak days, up to 10’000 customers’ requests,” says Serafe speaker Erich Heynen to VIEW. “In this time, the waiting times for callers were at times considerable.” Between the end of January and the end of March, the call centre had planned to set in addition to the 100 operators of 30 additional.
This may take bug fixes, and collect. You may adjust but they are by law not by yourself. The Changes to services for the correction back to the Inhabitants.
in the summer
resolved, That all sounds complicated, and it is also. It is at least agreed high summer until Serafe, Ofcom and the municipalities on an approach and have this performed, Serafe confirmed to VIEW.
That means for a household that belongs to the twelfth, will receive the first year of account in June, Even if he has given a wrong statement in January, the adjustment in the Serafe, will be on the June invoice, the same error.
The erroneous data comes from the resident offices. Walter all man (57), Secretary of the Association of Swiss residents services (VSED), but fights against the role of scapegoat: “first, the budget, education has served only for statistical purposes. Here we are below the two percent error tolerance provided by the Federal government.” The Federal Council also certified the records a “very good quality”. Secondly, all man, have Serafe used in January, no recent data, but those are from November 2018.
How expensive is it? Unclear!
who don’t Care to blame – the Whole thing is expensive: The Serafe is likely to make your additional effort to Ofcom. “We have been preparing for one and a half years on our task,” says Heynen. “Never was said that we would be the sole point of contact for questions and corrections to personal data.”
An Ofcom spokesman says: “Any expenses of the Serafe, which are not covered by the specification, this would have to be precisely quantified and the justification for Ofcom to assert.”
How expensive the bill will be? “Now we have to solve together with the partners involved, the Problem,” says Heynen of Serafe. “Then we deal with the amount of any additional expenses.”
From the outside, it is difficult to assess how high these will be. The bottom line is to decide how bad the mess really was.