3. CITIZEN SERVICE POLICY ”Citizen shallexperience service at the highestlevel and alwaysbemeet by competentpersonal. Regardless of which Service Centre theycontact, citizensshouldbeoffered the same help and guidance”
4. OUR CHALLANGES How can we stay closely connected with our citizens and be present in their local environment, as stated in our vision? How can we best manage our resources, cut expenses and maintain the professional expertise whilst offering the same level of services to our citizens at all six locations?
5. BACKGROUND AND CONTENTS OF THE PROJECT A desire to be renowned for used state of the art, advanced technology Unmanned video operated Citizen Service Center Unmanned video operated reception at Town Hall Units are operated by the same Call Centre Longer openings hours with less personnel
13. Citizen Service in Væggerløse VIRTUAL CITIZEN SERVICE Call Centre in Sakskøbing Front Desk Foto: Cisco
14. Documentcamera, surveillance camera, scanner and printer WHAT DO THE CITIZENS MEET? Seating arrangements for the citizens Queuing system Foto: Cisco
15. Virtual reception at City Hall Waitingareawith information board THE VIRTUAL RECEPTIONIST Call Centre in Sakskøbing Foto: Cisco
16. ACCESSIBILITY Wewish to beaccessible to all ourcitizens Consequences: Automaticdooropening All citizensareseated
17. POSSIBLE THREATS Employeesresistance to new workflow and organizationalchanges Politicalpressure to ensure, thatcitizensare still served at all the previous locations. Meeting citizensface-to-face! Skepticismamongst Works Committees and Labor Unions, that the new system willlead to cutbacks. Citizens mayfeelthat the level of service is lowered. Praticaldifficultieswith operating the technical solution.
18. COMMUNICATION IS THE ANSWER! Recruiting a ”digital pilot” Frequentcommunicationwithemployees Frequentcommunicationwithcitizens Citizens are given opportunities to learn more about the new system Sharingknowledge and experienceswithotherauthorities in the same position
19. CRITERIA FOR SUCCESS Thatcitizens find the video operated Service Centre satisfactory. That a significantnumber of citizensuse the unmanned Citizen Service Center. Thatemployeesthrivewith the new ways of servicing ourcitizens. Thatcase-flowsareefficient. That the quality of our case management does not suffer from the changes.
