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

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Intercommunale Leiedal

Contact centres Update Leiedal Edinburgh, March 2 - 2010

Local projects on customer services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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

Done so far ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Regional workshop http://www.leiedal.be/e-government/vorming-en-opleiding/atelier-dienstverlening

Done so far ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],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 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],e-mail letter desk website phone Base measuring appointment Expectations, products and channel strategy

Done so far ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],… … … … linking

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

Challenges & work ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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

Long term challenges ,[object Object],[object Object],[object Object],[object Object]

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

1. Contact centres Update Leiedal Edinburgh, March 2 - 2010

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

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15. Regional workshop http://www.leiedal.be/e-government/vorming-en-opleiding/atelier-dienstverlening

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22. Registered users

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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

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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

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Notas do Editor

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

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Notas do Editor