Your SlideShare is downloading. ×
Microsoft - 07oct2010
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Microsoft - 07oct2010

320
views

Published on

Microsoft - 07oct2010

Microsoft - 07oct2010


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
320
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • Urmarirea in intern – document managementGestionare flux de aprobari intre departamente
  • Securitate la nivel de user cu parola in functie de atributiile postului
  • Primaria Constanta pentru crm, registratura (doc management)PS 2 ocsP Bucuresti – harti interactive Bing mapsCJ Bistrita, CJ Ilfov - portal si interactiune cu subordonate (Exchange)CJ Neamt – portalPrimarie Sibiu – portal cu taxe si impozite pe platforma Dynamics
  • Citizen loggin
  • Transcript

    • 1. Solutiepentrumanagementulrelatiei cu cetatenii
      Elisabeta Moraru
      v-elmo@microsoft.com
    • 2. Solutie de management a relatiei cu cetatenii
      • Managementulinformatiilordesprecetateni/agentieconomici
      • 3. Managementulcereriloradresateinstitutiei
      • 4. Rapoartespecifice
    • 5. Managementulcereriloradresateorganizatiei
      • Inregistrareacererilorproveniteprin diverse canale de comunicare: e-mail, portalul Web al organizatiei, telefonic
      • 6. Posibilitateaadaugarii de schite, imaginisialtedocumentecaanexe ale cererilor
      • 7. Clasificareacererilorsidistribuirealorcatreagentiileteritorialesifunctionariiimplicati in proces
      • 8. Fluxuride tratare a cererilor cu posibilitatea de vizualizare in timp real a stariisolicitarilor
      • 9. Mecanisme automate de escaladare a cererilorpentru a fi rezolvate (escaladareaputand fi facuta in functie de urgentacererii, vechimeaei in sistem, etc)
      • 10. Arhivareacererilorsi a anexeloracestora
    • Managementulinformatiilordesprecetateni/
      agentieconomici
      • Inregistrareadatelorprinintermediulportalului public sauprinsolutiade Contact Center
      • 11. Istoric al interactiunilor cu cetatenii/partenerii/agentiileteritoriale (cereri, raspunsuri, activitati, taxe, penalitati, etc)
      • 12. Detectia automata a informatiilorduplicate
      • 13. Campanii de informare, inclusivfunctionalitati specific pentru:
      • 14. Segmentarea (selectarea) cetatenilor/partenerilor/agentilorteritoriale in functie de diverse criterii
    • Solutii de Video Conferinta
      • Solutiile de comunicare unificate integrate cu solutiile de gestiune a relatiei cu cetatenii aduc un plus de valoare, imbunatatind comunicareaintra- si interinstitutionala.
      • 15. Folosirea acestor solutii intre consiliile locale/judetene si directiile subordonate lor precum si in interactiunea cu institutiile administratiei centrale duc la reducerea costurilor si oferirea unui timp de raspuns mult mai scurt la solicitarile primite de la comunitate.
      • 16. Integrarea cu centralatelefonica are ca prim beneficiureducereacosturilor.
    • Rapoartespecifice
      • Rapoarte de analiza a tipologieicetatenilor – informatiide tip “360⁰”
      • 17. date de identificare,
      • 18. istoriculsolicitărilorplasate de-a lungultimpului,
      • 19. stareasolicitărilorcurente
      • 20. Eficientaangajatilor in tratareasirezolvareacererilor
      • 21. Analizatimpilor de raspuns la cereriledepuse, cu impact in identificareamodurilor de optimizare a activitatiiorganizatiei
      • 22. Eficientacampaniilor de informare, masurareaimpactuluiprodussi a costurilornecesare
    • Rapoarte specifice
    • 23. Rapoarte specifice
    • 24. Solutii Microsoft Dynamics pentru Administratia Publica Locala
    • 25. Contact Center Exemplu http://www.microsoft.com/industry/government/crmccdemo.html
    • 26. Studii de caz complexe
      City of Bergen
      • City Government Moves to Efficient, Environment-Friendly Paperless Meetings
      City of Edinburgh Council
      • City of Edinburgh Council Works Towards Delivering Smart City Vision with Infrastructure Optimisation Model
      Leeds Learning Network
      • City-Wide Learning Technology Raises the Quality of Education in Schools and Beyond
      London Borough of Harrow
      • Software Consultancy Helps London Borough Improve Citizen Service
      West Lothian Council
      • Regional Government Boosts Quality of Services, Cuts Costs up to 80 Percent
      The Portuguese Municipality of Matosinhos
      • The Portuguese municipality of Matosinhos links back-office data with online service delivery to make life easier for citizens and civil servants.
      South Wales Fire and Rescue
      • Access to Critical Information in Real Time Helps Firefighters Save Time and Lives
      States of Jersey
      • Island Government Implements Customer Service Solution in Just Four Months to Contribute to U.S. $35 Million Savings Target
      The city of Pattaya, Thailand
      • Citizen Service Platform Enhances Call Center
    • Exempluportal interactiv
    • 27. 14
      Fonduri Structurale disponibile in 2010
      – sectorul public
    • 28. Narcisa Mocanu
      Elisabeta Moraru
      a-narmoc@microsoft.com
      v-elmo@microsoft.com