Last week, NI-CO CEO, Graeme McCammon, joined the Governor of the Greek Social Welfare Organisation (OPEKA) for the last ever Programme Management Group meeting in Athens to discuss the progress of the EU DG Reform sponsored project which NI-CO has managed since 2021.
Designed to support the most vulnerable in Greek society, the project brought a focus on improved service delivery providing easy-to-access, simple and secure social services that are responsive to customer needs whether they are offered online, through call centres, or in person.
Graeme McCammon explains, ‘Founded only in 2018, OPEKA as an organisation was still very much in its infancy when NI-CO first commenced work on the project. As well as being charged with the administration of new social policies introduced by the Greek Government, the COVID-19 Pandemic demanded major changes to OPEKA’s service delivery. Rapid advancement in technology led to those wishing to engage with OPEKA increasingly expecting easy-to-access, simple and secure services. Over the last 12 months the implementation of a quality customer service delivery framework has therefore been key to the success of this project and fundamental to achieving OPEKA’s mandate. In addition to the provision of targeted training for customer services delivery, the NI-CO team provided technical support and mentoring for the OPEKA senior management team in business planning, quality evaluation and control and organisational development.’