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Amsterdamanswer Presentation Transcript

  • 1. The Amsterdam streetplan is as complex as the Organizational structure
  • 2. Inspiration He always has the answer... We too!
  • 3. Romantic city
  • 4. Modern city
  • 5. Party city
  • 6. The most democratic monarchy where everybody is King and Queen
  • 7. 100% Tolerance city
  • 8. Tourist city
  • 9. Coffeeshop city
  • 10. Coffeeshop city
  • 11. Skating city
  • 12. Waterconcert city
  • 13. Watermusician city
  • 14. Old proud city
  • 15. New proud city
  • 16. Innovative city
  • 17. Beautiful city
  • 18. Everybody’s city
  • 19. PR city
  • 20. Milestones  2004 Preparation  1 juli 2005: Procedure selection Kana  1 April 2006: Technical implementation ready  8 Oktober 2006: Opening 14 020 by Major Job Cohen  July 2008: End of project
  • 21. Facts and figures  Budget 8 M in 3 years  6 members projectteam  About 260 people involved in development and implementation activities (great party!)  3000 cases in knowledgebase  45 editors responsible for quality of information
  • 22. The people are not interested in our organisation they just want to get an answer to a problem
  • 23. Knowledge is the key!
  • 24. Excellent service = no contact
  • 25. Our Questions now  How to communicate with generation Why? (born > 1990) “I want it all & I want it fast”  How to implement ‘Omnichannel’?  How to make high volume more personally?  How to use Images and multi language
  • 26. Facts and figures  85% is connected to fast internet  57% wants 1 number ‘for everything’  54% feels public service doesn’t use the opportunities which are available  90% of our users is asking ‘for more’
  • 27. Ontwikkeling klantcontacten Januari t/m oktober 2007 600.000 500.000 Amsterdam.nl 400.000 Contact Center 300.000 Logaritmisch (Contact Center) Logaritmisch 200.000 (Amsterdam.nl) 100.000 0 Jan feb Mrt Apr Mei Jun Jul Aug Sep Okt
  • 28. Transparancy
  • 29. Callcenter results 2007 2004  Servicelevel 82% 53%  Avarage time per call 2:40 min 4 min  Level Information 75% 30%  Customer Satisfaction 7.1 6
  • 30. Let’s keep on building bridges!