Offer an inclusive customer care

  • The service should offer alternative channels for the customer service (e.g. personal assistance, support at contact points; remote help via phone; remote help online (in video, audio, or text); assistance chat for people who cannot speak / cannot speak the language)
  • Service customer service should be available 24/7, if possible, or at least during service working hours
  • Service customer service should be accessible in several languages
  • Let all potential users about the existence of service via as many channels as possible (e.g. electronic media, online; social media, influencers; integration in electronic services, e.g., Google Maps; local, printed media; flyers, brochures; local organizations, associations; advertisements in local stores, services, schools)