Smart Cities Pilot - 1777 - Kortrijk
This pilot will combine three existing customer contact phone numbers into one free telephone number - 1777. The pilot will bring different teams together, and facilitate work on service catalogues and product descriptions.
This pilot will combine three existing customer contact phone numbers into one free telephone number - 1777. The pilot will bring different teams together, and facilitate work on service catalogues and product descriptions.
It was agreed at the start of the governance to introduce a short and free telephone-number in order to simplify accessibility of the city and increase the customer satisfaction. The city took the option to gradually make every city accessible via one telephone number. Because on the Flemish level we have the 1700 free number, the city has chosen 1777.
Objectives:
- Well-known central contact point
- Quick and direct service without additional connections
- Raise quality level in the answers on the questions
- Pilot is focused on phone-channel
Approach:
- One central and free number to reach the City.
- Bring employees from different teams into one, exchange knowledge,
- discuss with the different teams the line between front office and back office
- support the 1777 using existing tools as service-catalogue on website, software for registration of incidents, process-description tool, web forms
- simultaneously update products in service-catalogue
- start with limited number of services and increase after periodic evaluation
Deliverables:
- Improved service catalogue,
- Roadmap for implementing new services on 1777
- Roadmap for using service catalogue and process-description tool in other channels as desk
- Set of indicators to measure the work/success of 1777
The pilot will serve all the citizens of Kortrijk and the people who want some information about the city of Kortrijk: visitors of Kortrijk, people working in Kortrijk, people using infrastructure of Kortrijk.
The city took the option to gradually make every city accessible via one telephone number. Because on the Flemish level we have the 1700 free number, the city has chosen 1777. This is a free number.
It was agreed at the start of the governance to introduce a short and free telephone-number in order to simplify accessibility of the city and increase the customer satisfaction.
Customer benefits:
- Easy access to information or service
- A free number
- One short number, easy to remember
- More hours accessible than former hours of phone and desk
Performance benefits:
- Shorter responsetime, less phone contact than before to reach same information
Employee benefits:
- Less phones for people at BO
Financial benefits:
- Better, more and more efficient service using the same budget
Project benefits:
- Raising efficiency and raising quality can be combined
| Attachment | Size |
|---|---|
| Project_Initiation_Document_ WP_3_Kortrijk_1777_v2.pdf | 542.78 KB |