Resolução do Conselho de Ministros n.º 52/2012, de 18 de Junho de 2012
PRESIDÊNCIA DO CONSELHO DE MINISTROS Resolução do Conselho de Ministros n.º 52/2012 O contacto célere e eficaz com os serviços da Segurança Social é absolutamente relevante para garantir resposta atempada aos cidadãos e assegurar a atuação urgente nas situações de proteção social que dela careçam.
O VIA Segurança Social é um contact center que cons- titui um canal privilegiado de contacto dos cidadãos e empresas, com um papel muito relevante no relaciona- mento da Segurança Social com os cidadãos, com especial incidência na prestação de informação.
A Linha Nacional de Emergência Social, disponível através do número telefónico 144, é um serviço gratuito de âmbito nacional, de funcionamento ininterrupto, todos os dias do ano, que tem como objetivo primordial garantir resposta imediata a situações que necessitem de atuação emergente e urgente no âmbito da proteção social.
Ao longo dos três anos de funcionamento verificou- -se um significativo crescimento em termos de contactos tratados, para tanto contribuindo a introdução de novas funcionalidades, bem como o aumento da capacidade ins- talada.
O prolongamento dos serviços de operação de centro de contacto, bem como de linha nacional de emergência de caráter permanente, mostra -se fundamental e necessá- rio, atenta a expressiva procura destes canais, para a qual se prevê um significativo crescimento, acompanhado do aumento na capacidade de resposta.
Assim: Nos termos das alíneas
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do n.º 1 do artigo 17.º do Decreto -Lei n.º 197/99, de 8 de junho, e
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do artigo 199.º da Constituição, o Conselho de Ministros resolve: 1 — Autorizar a despesa com vista à contratação dos serviços de operação de centro de contacto e de linha nacio- nal de emergência permanente, do Instituto da Segurança Social, I. P., até ao valor máximo de € 8 050 014, ao qual acresce o imposto sobre o valor acrescentado (IVA) à taxa legal em vigor. 2 — Determinar que os encargos resultantes da aquisi- ção referida no...
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