Smart Cities Pilot - Contact Database - Kortrijk
We have no solid solution for handling personal data. The pilot will create a shared contact database where the accuracy of the data is either assured by a link with an authentic data source either by delegating the maintaining of the data or by the owner itself.
Use of correct contact data is the absolute condition for successful customer relationship management.
Municipalities struggle with all kind of applications containing contact data, without relations between those systems. The pilot starts with a shared contact database where the accuracy of the data is either assured by a link with an authentic data source either by delegating the maintaining of the data by the owner itself. This pilot sets in place a crossroad-database system that is able to evolve to a real midware solution. The pilot is driven by the need of more integrated working, the building of contact centres and unified contact systems in a municipalities
Objectives:
- transparency for the user about local governmental data kept about him/her
- easy connection of internal databases, based on authentic personal data
- online consulting of files/records by citizens
- efficiency in the municipal organisation
Approach:
- Building an online infrastructure which makes it easy for municipal officers to maintain contact data
- Building an online interface for consulting this data for citizens.
- Training and support for municipalities of the Kortrijk region in using this infrastructure.
Deliverables:
- Municipalities of the Kortrijk region have developed an approach of handling personal data.
- They use one authentic source for contact information.
- Databases are linked based on that authentic data
- This data is being used in all customer handling processes.
Use of correct contact data is the absolute condition for successful customer relationship management.
Municipalities struggle with all kind of applications containing contact data, without relations between those systems. This pilot sets in place a crossroad-database system that is able to evolve to a real midware solution.
The pilot is driven by the need of more integrated working, the building of contact centres and unified contact systems in a municipalities.
This project builds further on the work of the E-Voice project (Interreg 3B) where the need of contact information has been detected.
Apart from this organisational benefit, the customer will get more information on the data stored by the local government, and will be able to correct data if necessary.
We have no solid solution for handling personal data. The pilot starts with a shared contact database where the accuracy of the data is either assured by a link with an authentic data source either by delegating the maintaining of the data by the owner itself.
Customer benefits:
- More transparency
- Self service = more comfort
- Giving other contact possibilities to the municipality (e-mail, phone)
Performance benefits:
- Efficiency: no more all those lists, typing over information, confusion
- Better sight on the actual services used by a citizen, predicting needs
- Sharing of contact data with other governments
Employee benefits:
- Efficiency
- Easier output of contact data (better export functionality for invitations, mailings,…)
Financial benefits:
- Cutting staff hours now spend on keeping track of customer data. For the city of Kortrijk we talk about at least one full-time equivalent.
Project benefits:
- Starting a contact database will learn us how customer data can be used more efficiently and how it can lead to a new generation of personalised services.
| Attachment | Size |
|---|---|
| Project_Initiation_Document_ WP_3_Kortrijk_Contact_Database_v2.pdf | 569.2 KB |