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Smart Cities Pilot - Contact Database - Leiedal

CRM [customer relationship management] relies upon the use of authentic contact data. Municipalities often have multiple applications each of which has their own copies of citizens' contact data. This pilot will build a single, unified contact systems for municipal use.

country: 
Belgium
organisation: 
Leiedal

CRM [customer relationship management] relies upon the use of authentic contact data. Municipalities often have multiple applications each of which has their own copies of citizens' contact data. This pilot will build a single, unified contact systems for municipal use. This project builds further on the work of the E-Voice project (Interreg 3B) where the need for a single source of contact information was identified.

Aims:

  • 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
Pilot information: 

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.
Background to the pilot: 
  • Use of authentic contact data is the condition for customer relationship management.
  • Municipalities struggle with all kind of applications containing contact data, without relations between those systems.
  • The need of a midware solution 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 the local government can better detect or predict needs.
Business case: 

None of the municipalities (except Waregem) has a solid solution for handling personal data.

Some of the municipalities start to see using authentic personal data is important for their business processes. They asked Leiedal to develop an approach and a software tool.

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

Project benefits:

  • Starting a contact database will teach us how customer data can be used more efficient and how it can lead to a new generation of personalised services
AttachmentSize
Project_Initiation_Document_ WP3_Leiedal_contact_database_2.pdf587.01 KB
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