Study on the Europe Direct Contact Centre

A study was conducted on behalf of the European Commission, evaluating the European Direct Contact Centre (EDCC). The evaluation was conducted by Technopolis. The study performed is an assessment of the EDCC in its latest period 2016-2019 covering the following evaluation criteria: relevance, coherence, efficiency, effectiveness, and European added value.

Main conclusions: The EDCC is a service established by the European Commission to provide citizens in the EU with information about the EU and its policies. The aim is to make the EU accessible and provide good quality, personalized responses efficiently. The EDCC meets its accessibility and language criteria, with a user satisfaction rate of 79%. The majority of questions raised to the EDCC are of private nature and the smooth delivery of the service depends on well-trained EDCC staff and collaboration between the EDCC and back offices. Although users are generally satisfied with the service, there is room for improvement in back office enquiry management and proactivity from the EDCC to alert back offices of emerging 'hot topics.'