Amsterdamanswer

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Amsterdamanswer

  1. 1. The Amsterdam streetplan is as complex as the Organizational structure
  2. 2. Inspiration He always has the answer... We too!
  3. 3. Romantic city
  4. 4. Modern city
  5. 5. Party city
  6. 6. The most democratic monarchy where everybody is King and Queen
  7. 7. 100% Tolerance city
  8. 8. Tourist city
  9. 9. Coffeeshop city
  10. 10. Coffeeshop city
  11. 11. Skating city
  12. 12. Waterconcert city
  13. 13. Watermusician city
  14. 14. Old proud city
  15. 15. New proud city
  16. 16. Innovative city
  17. 17. Beautiful city
  18. 18. Everybody’s city
  19. 19. PR city
  20. 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. 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. 22. The people are not interested in our organisation they just want to get an answer to a problem
  23. 23. Knowledge is the key!
  24. 24. Excellent service = no contact
  25. 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. 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. 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. 28. Transparancy
  29. 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. 30. Let’s keep on building bridges!

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