Smart Cities Pilot - Developing Customer Contact Centres - Groningen
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 has established a new vision on customer services for 2014 and is currently working on several projects to enhance the quality of their different contact centres. These will ensure:
- Better and uniform answers to questions of citizens via all channels (counter, telephone, mail, chat, letter)
- Citizens that know what service level to expect from the municipality
- An improved, user-friendly website with more e-services/digital case handling
- CCC mainstreaming and dissemination
Approach
- Local pilot of 100 FAQ’s on the website and expanding the list. Also organizing content management of these FAQ’s.
- Implementing service level manifest for all channels
- Redesign of municipal website
- Issue a publication on transnational municipal service provision, both in print and digitally.
Deliverables
- FAQ-list usable by the partners
- Service level manifest
- New website
- Publication as booklet and on epractice.eu website:
Groningen has established a new vision on customer services towards 2014 and is currently working on several projects to enhance the quality of the different contact centres. Several Smart Cities partners are doing similar activities. Especially the aspect of ‘products and service channels’ and ‘systems and information’ are suitable for cooperation on a transnational level. Although exchanging experience with and knowledge of management of the organisational change required (leadership and employees) is also considered very relevant.
Performance benefits
- Faster handling of customer contacts via different channels
- Reduction of number and type of contacts (ability to avoid questions)
- More digital customer services
Employee benefits
- Higher FO employee satisfaction
- Improved skills, higher flexibility
- on EU level: more knowledge of methodology/approach
Financial benefits
- More effective use of personnel
- Lower costs because customers use the website more for transactions
Project benefits
- Enhancing multichannel approach and question-centred approach of customer contacts
| Attachment | Size |
|---|---|
| Project_Initiation_Document_WP_3_Groningen_Customer_Contact_Centres_2.pdf | 666.38 KB |