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

    1. 1. Contact centres Update Leiedal Edinburgh, March 2 - 2010
    2. 2. Local projects on customer services <ul><li>Waregem : new front office city hall + work on processes and products </li></ul><ul><li>Kortrijk : new call center + work on processes and products + business/housing services </li></ul><ul><li>Zwevegem : new city hall </li></ul><ul><li>Wevelgem : work on services </li></ul><ul><li>Harelbeke : redesign front and back office city hall + internal reorganisation </li></ul><ul><li>+ observators: Deerlijk, Wervik </li></ul><ul><li>Not involved, but new city hall: Menen </li></ul>
    3. 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
    5. 14. Done so far <ul><li>Three day workshop on contact centres </li></ul><ul><ul><li>Vision first ! </li></ul></ul><ul><ul><li>Users: how to detect needs and expectations </li></ul></ul><ul><ul><li>Organisation/people: change management </li></ul></ul><ul><ul><li>Channel strategy </li></ul></ul><ul><ul><li>Results: further technical cooperation, bilateral trust, follow up on vision in June </li></ul></ul>
    6. 15. Regional workshop http://www.leiedal.be/e-government/vorming-en-opleiding/atelier-dienstverlening
    7. 17. Done so far <ul><li>Consultancy for municipality of Zwevegem </li></ul><ul><ul><li>Products: further implementation on websites, quality management,… </li></ul></ul><ul><ul><li>Channels: phone strategy, organisation front/back office, architectural needs,… </li></ul></ul><ul><ul><li>Change management </li></ul></ul><ul><ul><li>Base measuring </li></ul></ul><ul><li>Developed methods </li></ul><ul><ul><li>Base measuring Zwevegem </li></ul></ul><ul><ul><li>Scheme on relation expectation, products, channels </li></ul></ul>
    8. 20. <ul><li>Expectations </li></ul><ul><li>organisation </li></ul><ul><li>Political long term </li></ul><ul><li>agreement </li></ul><ul><li>Political vision on services </li></ul><ul><li>Organisational vision </li></ul><ul><li>on customer services </li></ul><ul><li>Expectations staff </li></ul><ul><li>Expectations </li></ul><ul><li>citizen </li></ul><ul><li>Detection: </li></ul><ul><li>Survey </li></ul><ul><li>Direct respons </li></ul><ul><li>General expectations </li></ul><ul><li>Experience staff </li></ul><ul><li>Products </li></ul><ul><li>Complexity product </li></ul><ul><li>Volume transactions </li></ul><ul><li>Delivery time </li></ul><ul><li>Finances </li></ul>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 <ul><li>Conditions </li></ul><ul><li>- # staff, financial status </li></ul><ul><li>marketing: clearness, </li></ul><ul><li>easy to communicate </li></ul><ul><li>cost/channel </li></ul><ul><li>organisation culture </li></ul>e-mail letter desk website phone Base measuring appointment Expectations, products and channel strategy
    9. 21. Done so far <ul><li>IT - Tools </li></ul><ul><ul><li>Regional service list on municipal websites: possibility to show internal information </li></ul></ul><ul><ul><li>Midware: project on contact database (providing midware features) started up </li></ul></ul><ul><ul><li>Processes: procurement (2006) of Process2flow ( http://www.vivaldisoftware.com/index.php?MenuItemID=18&ContentID=15&Lang=EN ) > consultancy </li></ul></ul>
    10. 22. Registered users
    11. 23. <ul><li>Contact database </li></ul><ul><li>Individuals </li></ul><ul><li>Associations </li></ul><ul><li>Businesses </li></ul><ul><li>Organisations </li></ul><ul><li>Relations/roles </li></ul>… … … … linking
    12. 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
    13. 25. Challenges & work <ul><li>Education & sensibilisation & consultancy </li></ul><ul><ul><li>Advice on defining vision on customer services </li></ul></ul><ul><ul><li>Further introducing user research in municipalities: identifying clients, identifying existing data sources, research methods </li></ul></ul><ul><ul><li>Bringing these themes to the right management level </li></ul></ul><ul><ul><li>Further introducing work methods and giving advice </li></ul></ul><ul><ul><li>Making up joint agendas with the municipalities </li></ul></ul><ul><li>Tools </li></ul><ul><ul><li>Service list : further exploitation: internal information, linking to processes, related items cfr target group, further development </li></ul></ul><ul><ul><li>Midware : continuing contact database project </li></ul></ul><ul><ul><li>Processes : further work on linking process2flow with other data sources, consultancy </li></ul></ul>
    14. 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
    15. 27. Long term challenges <ul><li>Promotion of *right* use of quality models </li></ul><ul><li>Dissemination: how to get the message in the heart of organisations? </li></ul><ul><li>Sustainable network on customer/quality </li></ul><ul><li>Embedding in regular regional work groups of quality and customer services work </li></ul>

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