“Client in Focus” (CLIF) was initiated in April the following goals: > improve current services and activities by redesigning work processes and procedures; > develop channels of interaction with customers and ensure the same service level in all of them by mod ernizing the contact points and focusing more on the virtual ones, launching online services and alternative payment channels, and making the call centers more functional; > develop the ability of employees to deal with all cus tomer requests; > improve internal and external communication regard ing the new services offered.