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Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010
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Update Contact Centres Kortrijk Region by Leiedal - Smart Cities March 2010

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  • De burger meldt zich aan in de stadswinkel Identificatie via Eid Consultatie openstaande dossiers (softwarematig) Bediening of doorverwijzing (ev. Afspraak met dienst)
  • Transcript

    • 1. Contact centres Update Leiedal Edinburgh, March 2 - 2010
    • 2. Local projects on customer services
      • Waregem : new front office city hall + work on processes and products
      • Kortrijk : new call center + work on processes and products + business/housing services
      • Zwevegem : new city hall
      • Wevelgem : work on services
      • Harelbeke : redesign front and back office city hall + internal reorganisation
      • + observators: Deerlijk, Wervik
      • Not involved, but new city hall: Menen
    • 3. Not involved, but new city hall and interest in working on services Not involved yet, but plans to work on business services and a new city hall
    • 4.  
    • 5. www.waregem.be
    • 6.  
    • 7.  
    • 8.  
    • 9.  
    • 10.  
    • 11.  
    • 12.  
    • 13.  
    • 14. Done so far
      • Three day workshop on contact centres
        • Vision first !
        • Users: how to detect needs and expectations
        • Organisation/people: change management
        • Channel strategy
        • Results: further technical cooperation, bilateral trust, follow up on vision in June
    • 15. Regional workshop http://www.leiedal.be/e-government/vorming-en-opleiding/atelier-dienstverlening
    • 16.  
    • 17. Done so far
      • Consultancy for municipality of Zwevegem
        • Products: further implementation on websites, quality management,…
        • Channels: phone strategy, organisation front/back office, architectural needs,…
        • Change management
        • Base measuring
      • Developed methods
        • Base measuring Zwevegem
        • Scheme on relation expectation, products, channels
    • 18.  
    • 19.  
    • 20.
      • 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
    • 21. Done so far
      • IT - Tools
        • Regional service list on municipal websites: possibility to show internal information
        • Midware: project on contact database (providing midware features) started up
        • Processes: procurement (2006) of Process2flow ( http://www.vivaldisoftware.com/index.php?MenuItemID=18&ContentID=15&Lang=EN ) > consultancy
    • 22. Registered users
    • 23.
      • Contact database
      • Individuals
      • Associations
      • Businesses
      • Organisations
      • Relations/roles
      … … … … linking
    • 24. Service list CMS Midware – contact database Process software Awareness & sensibilisation & knowledge transfer on products and channels Quality service lists Channel strategy consultancy Base measuring Awareness & sensibilisation Quality service lists Contact with CEO’s Promotion of working on organisational culture Awareness & sensibilisation Process2flow consultancy Base measuring Promotion of continuous measuring and evaluation at management level Scope = citizen
    • 25. Challenges & work
      • Education & sensibilisation & consultancy
        • Advice on defining vision on customer services
        • Further introducing user research in municipalities: identifying clients, identifying existing data sources, research methods
        • Bringing these themes to the right management level
        • Further introducing work methods and giving advice
        • Making up joint agendas with the municipalities
      • Tools
        • Service list : further exploitation: internal information, linking to processes, related items cfr target group, further development
        • Midware : continuing contact database project
        • Processes : further work on linking process2flow with other data sources, consultancy
    • 26. What about the smaller ones? Not involved, but new city hall and interest in working on services Not involved yet, but plans to work on business services and a new city hall
    • 27. Long term challenges
      • Promotion of *right* use of quality models
      • Dissemination: how to get the message in the heart of organisations?
      • Sustainable network on customer/quality
      • Embedding in regular regional work groups of quality and customer services work

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