Kortrijk region
Leiedal is a regional public body representing thirteen municipalities in the Kortrijk region. This region is situated in the south of Flanders, close to the French metropolitan region of Lille. The region has 296,447 inhabitants, 8,920 companies (mainly SMEs) and over 3,200 ha of business parks.
The e-government team of Leiedal supports these municipalities by providing knowledge, platforms and technologies, including a GIS infrastructure and a web platform used for communications and transactions with citizens. Leiedal is primarily interested in developing a customer driven approach to service development during the project.
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Projects
Leiedal is developing these pilots in the Smart Cities project:
Developing a methodology for customer profiling and channel choice for use by local municipalities, based on the experiences of Norfolk County Council, Porism and Groningen. This will help municipalities to target their services by having a better understanding of the needs of local citizens. Leiedal will implement a range of customer profiling methods, including online survey tools, and marketing training.
Organising e-government academies and workshops on Smart Cities themes, bringing a wide range of knowledge and best practices from the Smart Cities network to the Kortrijk region, including service architectures, customer profiling, online surveys, customer contact centres, personalised online services, web services, geographic information systems and innovation.
The web platform used by the municipalities will be enhanced to enable municipalities to provide authenticated and secure transactions (Eid-card), personalised information, and geo-based services.
A regional contact database – developed in cooperation with the City of Kortrijk – will lead to better contact data, as a basis for customer relationship management in the municipalities.
Leiedal will develop pilots and methods for involving users in e-service development that are based on what we have learned from Osterholz-Scharmbeck, Norfolk County Council and Karlstad University. The "zeg ons hoe het kan" website invited the public to identify service needs and has led to the development of pilots on child care, press information and other e-services.
Leiedal is involved in the creation of a Flemish product catalogue, which will provide service descriptions for the public services of Flemish municipalities and which can be integrated into municipal websites. The Flemish catalogue is based on the British model developed by Porism, a Smart Cities partner.
Integrated service delivery involves accurate and timely customer information, well-trained employees and developed channels through which customers can reach the town. This workshop will examine these topics in depth and apply them to a number of cases in municipalities in the region.
In the MijnGemeente pilot we want to personalise information on municipal websites based on information provided by users.
CRM [customer relationship management] relies upon the use of authentic contact data. Municipalities often have multiple applications each of which has their own copies of citizens' contact data. This pilot will build a single, unified contact systems for municipal use.
Web statistics show that there are a growing number of people visiting the municipal websites in the Kortrijk region using mobile devices, which have limited screen sizes. A mobile web interface will be developed for a tourist website that will be developed for the 50th anniversary of Leiedal.