{"id":17533,"date":"2024-01-26T13:24:05","date_gmt":"2024-01-26T13:24:05","guid":{"rendered":"https:\/\/www.lvrtc.lv\/about-us\/quality-and-risk-management\/klientu-apkalposanas-standarts\/"},"modified":"2024-01-31T12:14:48","modified_gmt":"2024-01-31T12:14:48","slug":"customer-service-standard","status":"publish","type":"page","link":"https:\/\/www.lvrtc.lv\/en\/about-us\/quality-and-risk-management\/customer-service-standard\/","title":{"rendered":"Customer Service Standard"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<\/p>\n<h2>I. <span class=\"TextRun SCXW100405023 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW100405023 BCX0\">Introduction\u00a0<\/span><\/span><\/h2>\n<p>[\/vc_column_text]\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-18929\">\n                1.1. Company mission and vision                <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-18929\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><strong>Mission:<\/strong> 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.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Vision:<\/strong> A secure, powerful and inclusive digital Latvia. What used to be impossible is now digital.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Values:<\/strong><\/p>\n<p>Customer service employees respect company values<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Responsibility<\/strong> \/ Taking responsibility for what is entrusted to us.<\/p>\n<p>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.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Development<\/strong> \/ Looking forward with confidence.<\/p>\n<p>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.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Openness<\/strong> \/ With an open mind.<\/p>\n<p>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.<\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-41674\">\n                1.2. Fundamental principles of cooperation with customers                <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-41674\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><strong>LVRTC employee:<\/strong><\/p>\n<p>&#8211; has a positive, solution-oriented attitude towards the customer and the work they do;<\/p>\n<p>&#8211; understands the customer&#8217;s needs, finds and offers the best solution for the customer;<\/p>\n<p>&#8211; observes the generally accepted norms of ethics and behaviour in society;<\/p>\n<p>&#8211; provides support only within the scope of their competence;<\/p>\n<p>&#8211; in matters outside their expertise, they recruit staff of appropriate competence;<\/p>\n<p>&#8211; informs the customer of the time needed to prepare the information requested, if it is not possible to reply immediately;<\/p>\n<p>&#8211; in the event of a refusal to provide support or a service, informs the customer, stating the reason and the grounds for the refusal;<\/p>\n<p>&#8211; provides support and services in accordance with the requirements of the laws and regulations;<\/p>\n<p>&#8211; does not solicit or accept gifts, material gratuities, offers of hospitality or other material benefits in return for their support and services.<\/p>\n<p><strong>For a successful cooperation, we ask our customers to adhere to the following principles:<\/strong><\/p>\n<p>&#8211; get acquainted with the information published on the LVRTC service provision websites about the services, their acquisition and usage conditions;<\/p>\n<p>&#8211; familiarise themselves with the requirements laid down in laws and regulations, if necessary;<\/p>\n<p>&#8211; provide only truthful information;<\/p>\n<p>&#8211; treat LVRTC employees with respect;<\/p>\n<p>&#8211; adhere to the generally accepted norms of ethics and behaviour in society;<\/p>\n<p>&#8211; 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.<\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>[vc_column_text]<\/p>\n<h2><span class=\"TextRun SCXW114106852 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW114106852 BCX0\">II. Communication and communication channels<\/span><\/span><span class=\"EOP SCXW114106852 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text]\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-39324\">\n                2.1. Telephone customer service                 <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-39324\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><span data-contrast=\"auto\">eParaksts customer service line &#8211; <strong>67108787<\/strong>.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">To ensure quality control, all conversations are recorded.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-39068\">\n                2.2. Customer service by post, e-mail and e-address                 <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-39068\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><strong>E-mail:<\/strong><\/p>\n<p>trust and electronic identification services &#8211; <a href=\"mailto:eparaksts@eparaksts.lv\">eparaksts@eparaksts.lv<\/a>;<\/p>\n<p>other services &#8211;<a href=\"mailto:info@lvrc.lv\"> info@lvrc.lv<\/a>, <a href=\"mailto:pakalpojumi@lvrtc.lv\">pakalpojumi@lvrtc.lv<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Mail<\/strong> &#8211; Zemit\u0101na iela 9 k-3, Riga, Latvia, LV-1012;<\/p>\n<p>&nbsp;<\/p>\n<p><strong>National Uniform Electronic Address<\/strong> (e-address) &#8211; <a href=\"https:\/\/latvija.gov.lv\/KDV\/Write\/NewMessage?address=_DEFAULT@40003011203\">Latvian State Radio and Television Centre. <\/a><\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>[vc_column_text]<\/p>\n<h2><span class=\"TextRun SCXW136804038 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW136804038 BCX0\">III. Opening hours and response times<\/span><\/span><span class=\"EOP SCXW136804038 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text]\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-26883\">\n                3.1. Working hours                <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-26883\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><b><span data-contrast=\"auto\">Working hours:<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u00a0&#8211; on working days 9.00 to 18.00;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u00a0&#8211; outside working hours, including weekends and public holidays &#8211; please use the virtual assistant, call or write to eparaksts.lv;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u00a0&#8211; 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.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-96585\">\n                3.2. Response deadlines:                 <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-96585\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><span data-contrast=\"auto\">Customer applications are processed within 1 working day.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">If the customer sends the application outside working hours, processing starts on the next working day.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>[vc_column_text]<\/p>\n<h2><span class=\"TextRun SCXW7029283 BCX0\" lang=\"LV-LV\" xml:lang=\"LV-LV\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW7029283 BCX0\">IV. <span class=\"TextRun SCXW188631247 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW188631247 BCX0\">Surveys and feedback<\/span><\/span><\/span><\/span><\/h2>\n<p>[\/vc_column_text]\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-88961\">\n                4.1. Customer surveys and studies                <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-88961\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p><span class=\"TextRun SCXW231682558 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW231682558 BCX0\">LVRTC conducts a customer satisfaction survey at least once a year, inviting everyone to rate their satisfaction with the services and service provided.<\/span><\/span><span class=\"EOP SCXW231682558 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-78053\">\n                4.2. Customer feedback                 <span class=\"caret\"><\/span>\n            <\/button>\n            <div id=\"collapse-78053\" class=\"collapse\" data-parent=\"#accordionExample\">\n                <div class=\"desc\">\n                    <p>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:<\/p>\n<p>&nbsp;<\/p>\n<p>&#8211; by sending an email to <a href=\"mailto:info@lvrtc.lv\">info@lvrtc.lv<\/a>;<\/p>\n<p>&#8211; by sending a letter to <a href=\"https:\/\/latvija.gov.lv\/KDV\/Write\/NewMessage?address=_DEFAULT@40003011203\">the state official electronic address<\/a>;<\/p>\n<p>&#8211; by post to Zemit\u0101na iela 9 k-3, Riga, Latvia, LV-1012;<\/p>\n<p>&#8211; by calling +371 67108787;<\/p>\n<p>&#8211; by customer surveys and studies.<\/p>\n                <\/div>\n            <\/div>\n        <\/li>\n\n    <\/ul>\n<\/div>\n\n<div class=\"lvrtc-accordion is-single born-mt-none born-mb-none\">\n\n    <ul class=\"born-reset\">\n\n        <li>\n            <button class=\"question collapsed\" data-toggle=\"collapse\" data-target=\"#collapse-85366\">\n                4.3. 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