Smart Cities Pilot - Atelier contact centres - Kortrijk region
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.
Integrated service delivery involves accurate and timely customer information, well-trained employees who are aware of the non-municipal and municipal supply and balanced developed channels through which customers can reach the town.
In this workshop, these topics in depth and immediately applied to a number of cases of municipalities in the region. This workshop should bring together knowledge. Through cooperation with other municipalities in the region, sustainable information exchange will be realized.
• Inspiration: municipalities are developing their plans and get new insights, useful for their community
• Benchmark: This workshop gives the municipalities an image how they stand in terms of services, organizational development, customer communications and e-government
• Knowledge sharing: communities learning from each other and build a knowledge network on service provisioning
• Quality: the workshop should lead to increased quality by applying new knowledge and insights
Approach:
- A three day atelier
- Evaluation afterwards to see in which direction new initiatives should be oriented, based on this network
Deliverables:
- A common vision on service provisioning
- “answer” model introduced
- multi-channel approach
An integrated service delivery involves accurate and timely customer information, well-trained employees who are aware of the non-municipal and municipal supply and balanced developed channels through which customers can reach the town.
In this workshop, these topics in depth and immediately applied to a number of cases of municipalities in the region. This workshop should bring together knowledge. Through cooperation with other municipalities in the region sustainable exchange realized.
This workshop is based on the network of CEO’s of the municipalities, who are busy with organisational development and who asked Leiedal to develop a workshop on service delivery.
An integrated service delivery involves accurate and timely customer information, well-trained employees who are aware of the non-municipal and municipal supply and balanced developed channels through which customers can reach the town.
In this workshop, these topics in depth and immediately applied to a number of cases of municipalities in the region. This workshop should bring together knowledge. Through cooperation with other municipalities in the region, sustainable information exchange will be realized.
This workshop is based on the network of CEO’s of the municipalities, who are busy with organisational development and who asked Leiedal to develop a workshop on service delivery.
The work will lead to improved take up of services form priority groups, more targeted and effective marketing campaigns, and in the medium term savings on more intensive interventions.
Customer benefits:
- Multichannel integrated service delivery
Performance benefits:
- Cost savings
- Better image
Employee benefits:
- More knowledge
- Smoother information streams
Financial benefits:
- Cost savings (architecture, staff)
Project benefits:
- Local pilots proving the ‘answer’ model is transnational transferable.
| Attachment | Size |
|---|---|
| Project_Initiation_Document_ WP3_Leiedal_Atelier_contact_centres_2.pdf | 584.14 KB |