Creating Smarter Cities 2011 - 16 - Bart Noels - Customisation and e-service delivery

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During the Smart Cities project Intercommunale Leiedal has been working on personalized online information, in close cooperation with the city of Kortrijk. Web services and an underlying contact database make it possible citizens get personalised information and services from local government. This should create more transparency and better services, and should provide more comfort for citizens, while local government gains insight in the demands and interests of citizens.

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Creating Smarter Cities 2011 - 16 - Bart Noels - Customisation and e-service delivery

  1. 1. Customisation Bart NoelsIntercommunale Leiedal (B)
  2. 2. WHY 2
  3. 3. Government is complex 3
  4. 4. One size fits all ?
  5. 5. Free bus pass Source: Esd toolkit, UK 5
  6. 6. Building permit 6
  7. 7. Memori survey Kortrijk region Face to face Print Phone Mail website Practical info Leisure Subventions
  8. 8. Memori survey Kortrijk region Face to face Letter Phone Mail Website MeetingReporting malfunction / registration activity / formal registration / opinion
  9. 9. TARGETS 9
  10. 10. Customisation• Make government less complex• Cost efficiency - channel swap• Authentic data on customers/citizens• Direct dialogue• Transactions• Business intelligence
  11. 11. TransactionsChannels Information & Personalised info
  12. 12. Benefits CitizenChannel preference Less complexity Contextual info Security Speed ComfortCost effiency by channel swap Effective marketing Business Policy goals intelligence Benefits Organisation
  13. 13. HOW 13
  14. 14. Citizen profile Website platform SAAS platform Regional profile Contact database Local profile SAAS platform Zwevegem.be Lendelede.beKortrijk.be kortrij zweve lendel k gem ede Contactendatabank: één instantie
  15. 15. 20
  16. 16. 21
  17. 17. INTELLIGENCE 22
  18. 18. Who are your customers?What do you already know: Socio-economic data geboorten regio Kortrijk 2.900 Customer use/take up data from records 2.850 2.800 2.750 2.700 2.650 2.600 2.550 1999 2000 2001 2002 2003 2004 2005 2006 2007 Geboorten Customer’s views – local or national Commercial products Officer views
  19. 19. Types of neighbourhood in Norwich
  20. 20. Inferring risks for places and people
  21. 21. Questions?Bart NoelsIntercommunale Leiedalbart.noels@leiedal.bewww.leiedal.bewww.smartcities.info

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