The scope of the WP3 subtheme Customer Contact Centres is to build one entry for citizens, delivering services and information by answering questions, transfer calls and handling some cases.

The Dutch “Answer” methodology and framework will be transferred to at least three partners in the project. The subtheme “Service lists” will contribute to this, an extra taxonomy is required, showing which products lend themselves to be delivered in a unique contact point and which not.

For a start, the partners will report which of the 4 components needed for an integrated service centre are ready and which need further progress:
• Products
• Organisational change
• Systems and information
• Processes and governance

In the coming meeting in Amsterdam we will focus how a service centre is being made for a target group. This target group will be “businesses” in order to answer the EU service regulation, requiring integrated services and information for businesses. Best practices will be demonstrated, and the progress of the partners will be discussed.

Coming up: Business service centres

The Smart Cities partners will meet in Amsterdam on 20-21 October for a WP3 (customer services) meeting.

Half a day day will be spent on presentations of the partners on their local pilots. Goal is to make clear what people are actually doing, and discuss problems they encounter. Partners are invited to challenge the local projects by asking questions and exchanging ideas and approaches.

Another part of the meeting will focus on business contact centres. Since the partners are working on service centres, and the EU services directive forces local authorities to make business services better available through the web or contact centers, the partners feel it is appropriate to discuss how business contact centres are created in the different partner regions. We focus on all related aspects: which services and which channels are used, which competences you need, processes, change management…