Memori presented the results of a huge survey on online and other services to the press. 3.000 citizens of 5 municipalities of the Kortrijk region gave their opinion on channels, services and expressed their needs for the future of municipal services. These data and the analysis made together with the municipalities will lead to further actions on the digital divide, a channel strategy and service marketing.

The survey was done in the first months of 2010 in 5 municipalities of the Kortrijk region. People got questions about media use, channel preferences and problems encountered in using online services. The full report can be downloaded (Dutch).

These were the conclusions the municipalities made together with Leiedal:

• The digital divide needs further attention. Although 4 on 5 people works with the internet, 1 on 5 does not. This needs more action from local authorities.
• Municipalities need a channel strategy. Linear thinking in service provisioning does not work. Customer profiling must lead to a better knowledge of customers, leading to an efficient channel choice and baskets of services adapted to the needs of those customer groups. Complex transactions and domains need face to face communication, and simple transactions should be made available online.
• Optimise channels. People are satisfied with the level of quality of phone and desks, but there is still some work on speed and interactivity using online channels. Municipalities need to work on a phone strategy too.
• Online transactions. People express their need for fast and reliable online transactions with the municipality. The building of online tools for administrative procedures is one of the highest priorities. People want to have more online services.
• Marketing. The results of the survey show people do not know always what the municipalities offer. The online tools are not known. More marketing on services is needed.

Read more (Dutch) on http://www.leiedal.be/e-government/innovatie/onderzoek-dienstverlening