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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