Betere dienstverlening door de inzet van it?

Betere dienstverlening door de inzet van IT? Bart Noels – Intercommunale Leiedal V-ICT-OR ShoptIT 2010 - Affligem

#about

e-gov use: individuals eurostat 2008

Stages of development of e-government Adapted from Davison et al 2005

About Smart Cities
Smart Cities is creating an innovation network between governments and academic partners in the North Sea Region
This network will:
develop an understanding of which e-services services work best and why,
equip decision makers with knowledge to develop and deliver e-enabled public services,
facilitate the transfer of e-Government successes,
integrate national authorities into these efforts.

15 municipal and academic partners from the NSR

Supported by a wide range of mainstreaming partners

Services (productencatalogus) kanaal back office midware kanaal Monitoring van efficiëntie (kijken vanuit organisatie) Monitoring effectiviteit en impact (brede kijk op beleidsimpact) transformatie Procesbeschrijvingen personalisering localisering autentificatie Dienstenontwikkeling Profilering van klanten Kanaals- keuze Beleid Wetenschappelijk onderzoek: Hoe? Wat? Waarom?

#gebruiker

Customer profiling and e-government
Customer profiling is bringing a range of data sources together to develop accurate profiles of target customer groups
If you don’t do this, how will you understand who your users are?
How else will you identify the best way to reach them?

Who needs e-government?
What sort of UK citizen is most likely to ask a local municipality for older person’s bus passes? (free to over 60s)

Who needs e-government?
What sort of UK citizen is most likely to ask a local municipality for planning permission for a residence?

Channel choice and efficient e-government
Channel choice – how will you deliver services (face to face, email, web, phone?)
Channel swap – moving citizens to the most efficient channel for their needs
What is are the best channels for particular services or groups of citizens ?
How will you manage the different channels you use?

#profiling

Business question
“ Aanbod en communicatie kinderopvang beter laten aansluiten op doelgroep”

Onderzoeksgegevens
Mensen proberen 12 opvangplaatsen voor ze opvang vinden
10% vindt geen plaats, meestal leidt dit tot niet-buitenshuis werken van de moeder
16% vindt onvoldoende uren opvang, daardoor moet de moeder deeltijds werken
Problematisch
Alleenstaande vrouwen
Nieuwkomers
Laaggeschoolden
Bron: Analyse van het zoekproces van ouders naar een voorschoolse kinderopvangplaats – MAS 2007

Spreiding voor-schools en buiten-schools en beide En ‘dekkingsgraad’: 81% van de Kortrijkzanen heeft een of meerdere kinderopvanginitiatie(f)ven binnen de 500 meter van hun woonplaats

Voorbeeld analyse Harelbeke
20100129 Harelbeke - kaart vrouwen 25-35.pdf

Communicatiekanalen
Print
Leaflet
Infokrant
Nieuwsbrief
Doelgroepmedia
Online
Website
Meldpunt kinderopvang
Doelgroepmedia
Nieuwsbrief
Telefoon/balie
Netwerken

#survey #dienstverlening

62% 59% 56% 93% 8% 18% Mediabezit

Internetgebruik

Weg waarlangs burger wenst geïnformeerd te worden * Extra antwoordopties:  Kortrijk : Stadskrant Extra (22,5%), dorps- en stadskranten (19,4%), digitale tv (6,9%).  Harelbeke : activiteitenkalender (29,4%); thematische nieuwsbrieven (20,5%).  Waregem : stadsinfo in Gouden blad (45,3%). 23% 10% 10% 76% 35% 57% 27% 35%

Voorkeurkanalen – informatieve contacten

Voorkeurkanalen – administratieve contacten

Appreciatie van digitale dienstverlening

Zwevegem
Significante verschillen
Gratis computer- en internetinitiaties
meer interesse bij oudere leeftijdsgroepen en laaggeschoolden
Hotspots
grootste interesse bij jongste respondenten (< 30 jaar)
Uitbouw websites per deelgemeente
meest interesse bij laaggeschoolden
Korte info per SMS
meest interesse bij oudere leeftijdsgroepen , laaggeschoolden en niet-internetgebruikers
Gemeentelijke digitale tv
idem Korte info per SMS

Bereikbaarheid van de gemeentelijke/stedelijke diensten 2,75 3,08 3,12 3,10 3,03 3,00 2,92 3,06

Conclusies survey dienstverlening regio Kortrijk
Bijna 3.000 burgers uit de regio hebben uiteindelijk deelgenomen aan de enquête. De belangrijkste resultaten van deze grootschalige bevraging zijn:
1. De digitale kloof verdient blijvende aandacht
2. Gemeenten hebben nood aan een kanaalstrategie
3. Gemeenten moeten inzetten op online transacties
4. Optimaliseren van telefoonverkeer en online contacten
5. Marketing dienstverlening

Expectations
organisation
Political long term
agreement
Political vision on services
Organisational vision
on customer services
Expectations staff
Expectations
citizen
Detection:
Survey
Direct respons
General expectations
Experience staff
Products
Complexity product
Volume transactions
Delivery time
Finances
Channel strategy Right product Available at the right moment via the right channel Adapted to the target group <> All products always available all time via all channels
Conditions
- # staff, financial status
marketing: clearness,
easy to communicate
cost/channel
organisation culture
e-mail letter desk website phone Base measuring appointment Organisational change Communication and marketing

#kennis delen

www.waregem.be

#methodes delen

Expectations
organisation
Political long term
agreement
Political vision on services
Organisational vision
on customer services
Expectations staff
Expectations
citizen
Detection:
Survey
Direct respons
General expectations
Experience staff
Products
Complexity product
Volume transactions
Delivery time
Finances
Channel strategy Right product Available at the right moment via the right channel Adapted to the target group <> All products always available all time via all channels
Conditions
- # staff, financial status
marketing: clearness,
easy to communicate
cost/channel
organisation culture
e-mail letter desk website phone Base measuring appointment Expectations, products and channel strategy

Stappenplan ontwikkeling dienstverlening Organisatie verandering producten processen communicatie vorming medewerker gebruiker kanalen 1 2 3 4 IT gebouw 5

#technologie delen

Data
Productbeschrijvingen
Bedrijveninformatie
Adrespunten
…
Platformen
Website = Digitale Regio Kortrijk
Economische info = Bedrijvengids
GIS = Govmaps
…

In mijn buurt

MijnGemeente Baskets of services >> voorkeuren gebruiker >> back office data

#output vs impact

Effectiveness and e-government
Most indicators measure outputs , rather than impact
Most existing baselines can’t be broken down to regional/municipal levels, so it’s hard to measure local progress
Many baselines are too generic

gino verleye, university ghent (belgium) focus on the customer use qualitative methods

“ user satisfaction is really a surrogate for the effectiveness of egovernment services"
the dominance of portal egovernment is over?
portals are important, especially for large scale top down administrative services, BUT citizen usage is low
"i want to go direct to the service i need"
"just use google to find what you need"
european egov service citizen use: less than 40% and stagnation even diminuation since 2007
next step change: everyday egovernment : public services are potentially all around us and could be used constantly, services which are really valuable in people's everyday lives, often very location specific, also very personal
jeremy millard - danish technological institute

implications
much more difficult to compare and apply: need more learning practice and *critically* direct use of measurement to improve performance in real time
need to develop measurement tools which can be used by many actors in different contexts
BUT still need national and international frameworks , complementary to the local, the small scale and the bottom-up
jeremy millard - danish technological institute

#lessons

Lessons
It’s not about technological solutions, it’s about organisational solutions
Understanding what services citizens do need, and who your customer is
Delivering services through appropriate channels
Measure impact , not only output

Bart Noels
e-Government
Intercommunale Leiedal
President Kennedypark 10
8500 Kortrijk
tel. +32 56 24 16 16
[email_address]
www.leiedal.be
www.smartcities.info
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Betere dienstverlening door de inzet van it?

by Intercommunale Leiedal on May 18, 2010

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Betere dienstverlening door de inzet van it? — Presentation Transcript