This workshop presents views and insights on personalised web portals, from the perceived need of personalised services, business model and the model behind self service web services to the way those services need to be developed. This academy goes deeper in the “why?” and the “how?” of personalised services.

Workshop Customer Services – Belgium – Kortrijk
6-7 May 2009

What are personalised web services?

Personalised web services are services which are presented on a web portal, and where users can enter using one single log on. The services presented vary from leisure services to classical municipal service delivery, like licenses and requests for getting official documents.

Personalised services can be the solution for a variety of municipal business cases:

* The municipality wants to offer more channels for the delivery of a certain service, in order to improve the comfort of the customer. Customer profiling showed there will be a greater take up of a certain service when delivered by using the web.
* The municipality wants the customers to swap from face to face or phone to the web in order to save costs. Business research showed there is a considerable cost efficiency gain by using the web as a channel.
* The municipality wants to create new services, and customer profiling showed there is no reason to deliver it by a range of channels, and a web service could do.
Personalised web services can be used as a leverage for the inner organisation to create transparency and to reduce routine tasks by skilled staff, so they can be busy with specialised tasks. Users can profit from more transparency by consulting their data and personal information collected in order to their service delivery. The data collected in the context of service delivery is an important tool for a better service delivery and policy making.

Wednesday May 6th, 2009

Why develop personalised web services?

Business centre Kortrijk, Leiestraat 22, B-8500 Kortrijk
Working language of this day: English

09.00 Coffee

09.20 Welcome

• Jean de Bethune, Chairman of the Provincial Council of West-Flanders and ICT-Alderman of the City of Kortrijk.

09.30 Keynote

• Vincent Van Quickenborne, Federal Minister for Economic Affairs.
o Vincent Van Quickenborne is Belgian Minister for Economics and administrative simplification. He has obtained national and international reputation with the kafka-project of administrative simplification.
• Professor Filip De Rynck, University College Ghent.
o Filip De Rynck is Doctor in Social Sciences and a full professor in public administration at the University College Ghent. Amongst numerous publications we quote the most recent book (2009): 'Towards a new framework for citizen participation in Flemish cities, report of the standing group on citizen participation', and forthcoming: 'E-government in Flemish municipalities: new chances or new problem?'

10.00 esd-toolkit - Using customer insight techniques to inform a multi-channel strategy; identify services suitable for the web channel and personalising services for web users. Which kinds of user prefer the web channel? Which services lend themselves to being delivered via the web? How can take-up of the web channel be improved? How do we promote channel swap?

• Mike Thacker, Managing Director, Porism Ltd.
o Mike Thacker is a director of Porism Limited which is the technical partner to the UK local government esd-toolkit. He is architect of esd-toolkit’s local government standards model and facilitates esd-toolkit work group meeting on standards and on customer insight. Mike is a graduate in Engineering and Economics. He has over 20 years experience in the software industry, including evidence-based knowledge sharing applications for the public sector.

10.50 Pause

11.10 Panel : Eid and the ambitions on user centric web enabled personalised services in Belgium and Flanders by the national and regional government

• Peter Strickx, Chief Technology Officer, Fedict (the Federal Public Service for Information & Communication Technology)
o Peter Strickx is Director-General Architecture & Standards (Chief Technology Officer) at FEDICT. Mr. Strickx has a Masters degree in Computer Science. Since 1989 he has held positions in pre-sales and sales & marketing management at Sun Microsystems. Mr. Strickx has been with FEDICT since October 2001 and was the technical lead in e-gov initiatives like the FedMAN (high-speed network), Universal Messaging Engine (Messaging middleware) and the Federal Portal
• Hans C. Arents, CORVE (Co-ordination Cell Flemish E-government)
o Hans C. Arents is senior advisor e-government strategy & program management at the Flemish government, Belgium. Hans is the program manager for the Magda platform, a SOA infrastructure for the exchange of data and the use of authentic data sources within the Flemish government. After a successful academic career in ICT research, Hans held a variety of positions in the ICT industry before joining the Flemish government in 2001. Hans has a Master's Degree in Computer Sciences and a Master's Degree in Mathematics.

12.00 - Aspirations of Kortrijk and Kortrijk region: The City of Kortrijk and the Kortrijk region is developing personalised web services build a web platform shared by twelve municipalities. In the development of “My Kortrijk”, the partners will develop generic tools for the other municipalities so they can also build personalised web services using the same platform.

• Hans Verscheure, City of Kortrijk
o Hans Verscheure is engineer and expert spatial planning. He is data and GIS manager at the City of Kortrijk and Customer Services Officer
• Bart Noels, Intercommunale Leiedal
o Bart Noels is Project coordinator of the Smart Cities project at Leiedal

12.30 - Lunch

14.00 - Challenges and themes for Dutch Municipalities - Numerous autonomously developed e-government projects have lead to a very complex landscape of interdependent e-government standards and applications, in different levels of maturity, affecting municipalities in different ways. A National Implementation Program (NUP) is to canalize and prioritize these e-government initiatives for public organizations, such as municipalities. This talk will sketch how the NUP and other more internal challenges for municipalities, lead to seven main themes to be addressed in a municipal process- and information architecture.

• Jeffrey Gortmaker, EGEM
o Jeffrey Gortmaker is a Commercial Engineer (M.Sc.) in Management Informatics. As an advisor at the dutch EGEM i-teams, he is currently (co-)working on a process- and information architecture and standardized electronic forms and processes for dutch municipalities.".

14.45 Panel : Privacy issues: overview of the legislation, in depth on some issues: what content are we allowed to keep in a register, on what the user should approve, to keep mind while developing services

• Koenraad Allemeersch, Belgian Privacycommission
o Koenraad Allemeersch is master in Law and legal advisor at the Belgian Privacy Commission
• Rita Van Nuffelen, Belgian Commission of Privacy
o Rita Van Nuffelen is master in Law and legal advisor at the Belgian Privacy Commission

• Sigurd Vandebuerie, ICRI (Interdisciplinary Centre for Law & ICT) , University of Leuven
o Sigurd is a Master in Law and a researcher at the Interdisciplinary Centre for Law and ICT at the university of Leuven

16.00 Visit of the city centre

Thursday May 7th, 2009

How to build personalised services?

Tourist visitor centre Kortrijk, Begijnhofpark, B-8500 Kortrijk
Working Language: English

Presenting the most advanced midware solutions to the partners

09.00 Coffee

09.30 IT standards in web services and IT architecture (scran – semic)

• Luk Vervenne, Synergetics NV
o Luk Vervenne is an Internet entrepreneur and founder and CEO of Synergetics NV. Luk is co-founder of Netvision NV (1994, now Ubizen) and BelSign/Globalsign, Europe’s first digital certificate authority (1996). He comes from the ICT and business publishing world, where he was an editor and an editor-in-chief of several business and industry-related magazines from 1988 till 1994.

10.10 Encountered problems in standardising: a case story by the City of Ghent

• Erik Evrard, Digipolis Ghent (…)

11.10 EGEM: Process and Information Architecture for Dutch Municipalities.
EGEM i-teams had developed a Process- and Information (reference) architecture for Dutch municipalities. This talk will sketch the context of this architecture, explain how the 7 common themes guide the development of this architecture, and give an overview of both architectures

• Jeffrey Gortmaker, EGEM

11.50 Smart Cities: IT-architecture

• Raf Buyle, DFC Software Engineering
o Raf Buyle is a Managing Partner at DFC Software Engineering, a leading software development and ICT consultancy company. Raf holds a Masters Degree of Applied Engineering in ICT – Electronics and joined DFC 8 years ago. He has gained an in depth experience managing e-government projects focussing on GIS and IT Architectures.

12.30 Lunch

End of the transnational programme

7 May afternoon

Each workshop session: Short exposition followed by discussion
Working language: Dutch

Exploring possibilities for cooperation in Flanders and Belgium

13.30 Workshop 1: Horizon project: defining midware, Cevi

• Frank Van Hoornweder, Commercial Director, Cevi

14.30 Workshop 2: Creating a standard for the exchange of contact information

• Bob Bulcaen, Leiedal / Hans Verscheure, City of Kortrijk / Raf Buyle, DFC
o Bob Bulcaen is projectleader e-government at intercommunale Leiedal (…).

15.30 Pause

15.45 Workshop 3: Authentication and Identity Management

• Wim Martens and Erik Van Zuuren (Corvé) - Fedict (…..)

16.45 Round up

17.00 Reception

Registration

Send an e-mail to bart.noels@leiedal.be indicating all names of people attending the conference, and extra information (dietary needs,...)

Hotel suggestions

See: http://www.kortrijk.be/taxonomy/term/1056

We recommend the Ibis hotel in the city center:

http://www.ibishotel.com/gb/hotel-6330-ibis-kortrijk-centrum/index.shtml