How the performance bonuses will be given to the employees of e-EFKA

To Dimitris Katsaganis

“Pilot” for the bonuses that will be given to all employees of e-EFKA (based on the provisions of the bill for the modernization of the insurance super-body) who will catch the goals of the administration will be the bonuses that will be received by the more efficient employees of the single telephone line (1555).

This is reported by competent sources of Capital.gr, confirming information according to which the escalation of bonuses for the employees of “1555” will be as follows:

– For the Secretariat of the telephone service department, 350 euros per month.

– For employees employed as members of the thematic categories, 450 euros per month.

– For the supervisors of the departments, 500 euros per month.

– For the head of the telephone service department, 550 euros per month.

– For employees employed in the department of e-mail and other forms of communication, 450 euros per month.

– For the head of the e-mail service department, 550 euros.

– For the director of the Citizens’ Service Department, 600 euros.

According to the relevant suggestion of the management of e-EFKA, All the staff of the Department operates distributed by thematic category, as mentioned below and undertakes the service of requests and questions through a request management information system (ticketing).

The staff of the Department is obligatorily employed in this project.

The thematic categories are as follows:

1. Main Pensions

2. Employee Insurance and Contributions

3. Insurance and Unemployment Contributions

4. Facilities and Health

5. ETEAEP (Insurance, Contributions, Pensions)

The operation and the work of the said personnel are supervised by supervisors who are appointed by the Head of the Service Department by Telephone, after the consent of the Director, per thematic category. The responsibilities of the supervisors include, among others, the equal distribution of requests per thematic category to their staff (in terms of complexity and difficulty of resolution), its coordination, supervision and information on matters within its competence.

The amounts are gross and concern work 22 days a month. For fewer working days, the bonus will be reduced proportionally.

The distribution of staff by thematic category is the responsibility of the Head of the Service Department by Telephone according to the needs and the volume of incoming requests and can be determined either on a monthly or weekly basis. For the performance of the e-EFKA employees employed in this project, the quantitative targets are set as shown in the table below, the achievement of which is evaluated on a monthly basis.

According to the same suggestion, for the calculation of employees’ performance, the average number of requests served per working day is taken into account, for the total number of working days within a month: (total number of requests served during one month) / (number of days during the same month).

For the performance of the e-EFKA employees who are employed as supervisors of the thematic categories, the goal is to achieve 60% of the goal of the thematic category they supervise, which is evaluated on a monthly basis. It is clarified that for employees who belong to thematic groups for shorter periods of the month, their average daily performance is calculated for the period they were employed.

For the performance of the Head of the Service Department Telephone, the goal is to achieve 70% of the goal of all thematic categories of the Department, as defined above. For the performance of the Director of the Citizen Service Department, the goal is to achieve the goals of the Heads of the Telephone Service Department and the Email Service Department and Other Forms of Communication, as defined herein. The work of the Service Department is telephonically supported by a Secretariat, for whose members the goal is to achieve 50% of the goal of all thematic categories by the employees of the Department, as defined above, without requiring individual performance. of the above objectives, as a complete service of requests is defined the process that includes the communication of the answers to the interested parties orally and / or in writing as well as the appropriate information of the ticketing system which includes:

The answer to the request

The brief description of the actions taken to serve the request

-How to communicate the answer

-The marking of the request as “closed”

The achievement of the objectives, in terms of servicing the requests that will be received from the Unified Communication and Citizen Service Number 1555, will be determined on a monthly basis and taking into account data and reports that will be drawn from the TCM Information System. The control and approval of the relevant performance reports that will be produced by this system, will be carried out by the Head of the Department, who will confirm the performance of the employees as well as the achievement or not of the objectives. In order to confirm the correct recording of the served requests in the TCM Information System, periodic sampling checks will be carried out on citizens served by the supervisors of the thematic groups.

It is recalled the bill of the Minister of Labor, Mr. Kostis Hatzidakis – which is expected to be submitted in the next few days (the public consultation has been completed since last month) – provides that “to increase the efficiency of the employees of the Electronic National Social Security Agency (e-Ε.Φ.Κ.Α.), except for the Heads of General Directorates, a sum of money is granted, as a productivity reward. The criterion for the award of the amount is the qualitative and quantitative performance of the employee according to measurable goals set by the Commander in a certain General Directorate “.

Executives of the funds state that the bonuses that will be given to the efficient employees of the “1555” line will be the guide for the bonuses that the employees will receive in the other services of e-EFKA, after the Hatzidakis bill is passed.