Customer Service Standard
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Mission: To provide and develop information and communication technology infrastructure and services of high availability, integrity and security, strengthening effective public administration and security, and contributing to economic growth.
Vision: A secure, powerful and inclusive digital Latvia. What used to be impossible is now digital.
Values:
Customer service employees respect company values
Responsibility / Taking responsibility for what is entrusted to us.
We are trusted with the functionality, security and sustainability of digital Latvia. This trust is guaranteed by a team of knowledgeable, dedicated and responsible professionals.
Development / Looking forward with confidence.
Curiosity, creative fervour and a drive for excellence! We learn from the best and work to make the best learn from us. Every day is a new opportunity to develop yourself, your skills and your knowledge.
Openness / With an open mind.
Humans create and manage technology to serve people. Our team is inclusive, each of us is unique, and we are all united by loyalty and a common goal.
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LVRTC employee:
– has a positive, solution-oriented attitude towards the customer and the work they do;
– understands the customer’s needs, finds and offers the best solution for the customer;
– observes the generally accepted norms of ethics and behaviour in society;
– provides support only within the scope of their competence;
– in matters outside their expertise, they recruit staff of appropriate competence;
– informs the customer of the time needed to prepare the information requested, if it is not possible to reply immediately;
– in the event of a refusal to provide support or a service, informs the customer, stating the reason and the grounds for the refusal;
– provides support and services in accordance with the requirements of the laws and regulations;
– does not solicit or accept gifts, material gratuities, offers of hospitality or other material benefits in return for their support and services.
For a successful cooperation, we ask our customers to adhere to the following principles:
– get acquainted with the information published on the LVRTC service provision websites about the services, their acquisition and usage conditions;
– familiarise themselves with the requirements laid down in laws and regulations, if necessary;
– provide only truthful information;
– treat LVRTC employees with respect;
– adhere to the generally accepted norms of ethics and behaviour in society;
– comply with the procedures for face-to-face service by making an appointment, arriving at the appointed time or giving advance notice of lateness or non-appearance.
II. Communication and communication channels
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eParaksts customer service line – 67108787.
To ensure quality control, all conversations are recorded.
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E-mail:
trust and electronic identification services – ;
Mail – Zemitāna iela 9 k-3, Riga, Latvia, LV-1012;
National Uniform Electronic Address (e-address) – Latvian State Radio and Television Centre.
III. Opening hours and response times
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Working hours:
– on working days 9.00 to 18.00;
– outside working hours, including weekends and public holidays – please use the virtual assistant, call or write to eparaksts.lv;
– suspension and cancellation of trust and electronic identification services is available 24 hours a day on the eparaksts.lv portal or by calling the customer service line 67108787.
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Customer applications are processed within 1 working day.
If the customer sends the application outside working hours, processing starts on the next working day.
IV. Surveys and feedback
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LVRTC conducts a customer satisfaction survey at least once a year, inviting everyone to rate their satisfaction with the services and service provided.
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We would be grateful if you could provide us with verbal or written feedback on the service you have received and the quality of our customer service. Feedback can be provided:
– by sending a letter to the state official electronic address;
– by post to Zemitāna iela 9 k-3, Riga, Latvia, LV-1012;
– by calling +371 67108787;
– by customer surveys and studies.
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LVRTC classifies customer complaints and feedback as follows:
– Suggestion;
– Praise;
– Complaint about the service;
– Complaint about customer service.