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New citizen service, new team, one head office

11.04.2024

With the reopening of the Citizens' Services at the new Engelplatz 1 location, the new "JenaZentral" team is also starting work. "JenaZentral" figuratively stands for the "central office" in the Jena city administration. The team, consisting of eight employees, was created specifically to bundle citizens' concerns, telephone availability and various services centrally in one place and to form a point of contact for customers. The aim is to meet the needs of citizens even more quickly and efficiently. This was preceded by around 1.5 years of preparation and a pilot phase to practice procedures and processes.

Central hotline under the number -490

This is also accompanied by the activation of a central telephone number 0049 3641 490, under which citizens will in future be forwarded centrally to the employee responsible for their request.

Bundling service tasks at a central location

The "JenaZentral" team will take on a variety of tasks, including taking over the city administration's telephone services, including arranging appointments for the Citizens' Service Department and the Driver's License Office, processing and forwarding inquiries from the city's defect reporter and managing the lost and found office. The new team receives around 4,000 calls per month and the number is increasing. In addition, up to 800 defects are processed each month.

Jena lost and found office with extended opening hours

The lost and found office coordinates up to 40 inquiries a day and manages around 3,500 items of lost property. The team will be offering significantly extended opening hours for the lost and found office: Monday and Friday from 08:30 to 13:00, Tuesday from 08:30 to 18:00, Wednesday from 09:00 to 13:00 and Thursday from 08:30 to 16:00. You can also search for lost and found online at Lost Property Office online.

This step is part of the city administration's efforts to make citizen services more efficient and user-friendly. Olaf Schroth, Head of Citizen Services, said:

"The reopening of Citizens' Services and the introduction of the 'JenaZentral' team mark an important milestone for us as a city administration. We are convinced that these measures will help to improve customer service and make it easier for our citizens to access municipal services."

Citizens' Services and the new "JenaZentral" team can now be contacted for inquiries, feedback and appointments using the following contact details:

Contact