Standards that apply common naming conventions to the elements of public sector service delivery underpin service improvement work in the UK. This pilot extends this work to provide a more formal ontology supporting Customer Insight/Business Improvement and extends this model outside the UK.

The Norfolk Customer Insight pilot will trial the Smart Cities customer profiling process with up to 5 sub projects.

The pilot will develop a mobile phone application that will provide real-time information on public transportation e.g. bus schedules, movements etc.. It will develop an API for this approach which will be shared amongst partners.

The municipality recognises that there are considerable problems in how it currently handles email, and the pilot sets out an approach to develop a management system to rectify this by setting up proper systems and structures.

Groningen's Customer Contact Centre pilot will ensure that citizens get better and uniform answers to questions no matter what channel they use to contact the municipality (e.g. face to face, telephone, mail, chat, letter).

Groningen want to improve how it provides services to entrepreneurs. They want to provide more information online, and to help start-ups (via the internet) and help them set up their businesses.

Norfolk County Council wishes to improve the way data are provided to individuals, groups and communities via the internet. A range of projects are developing personalised or localised web resources to ensure people find information about services that are relevant to them.

The municipality of Kristiansand is combining process description/reengineering, digital forms, data warehousing and archiving and to supply a wide range of e-services to citizens.

Lillesand will be describing 20 processes and linking them to digital handling processes by using process description/reengineering, digital forms, data warehousing and digital archiving.

The city aims to provide low threshold information free for everyone who has a mobile phone. Extending the “guidance on all aspects of life” concept (“Lebenslagenkonzept”) to a mobile access via Bluetooth is an innovative service that has not been established yet anywhere else in the North Sea Region.