Customer services


Work package 3 – Customer Services and Service Platform

(leaders City of Kristiansand and the City of Kortrijk).

The municipalities and regions that are taking part in the Smart Cities project are rethinking how they deliver services to the public and which delivery channels they should use: face to face, internet, mobile, telephone, email etc.. At the same time, they are working to reorganise their internal service delivery processes and back office functions.

Work Package 3 partners are working together to develop an EU service list. This service list will provides a uniform, structured way of identifying (and providing information on) the public services that are delivered by municipalities across the EU. This will be the first trans-European service list of its kind, and is a development of the UK’s esd-toolkit.

Smart Cities partners are also working on delivering better customer contact centres. Their aim is to develop a ‘single point of contact’ for citizens, that delivers services and information to citizens by answering questions, transferring calls to relevant departments and by handling some types of service cases. The Dutch Answer methodology and framework will be transferred to at least three transnational partners in the project – local pilots are already being developed in Karlstad, Kortrijk and Leiedal. The EU service list will contribute to this work, with the development of an additional taxonomy/list of services which shows which products are suitable for delivery via a single contact point and which are not.
Leiedal, Osterholz-Scharmbeck, and Norfolk County Council have already begun to include efforts to co-design services with citizens as part of their pilot development. This is already providing the project with good information on how to involve citizens in e-services development. These examples will be key examples for the other project partners as they investigate the creation of new e-services.
The Smart Cities partners have also been working on local pilots to develop new standards and services, where either the methodology or the underlying process is potentially transferable to other partners, with a particular emphasis on developing or re-engineering e-services.