Smart Cities Pilot - Improving customer communication - Kristiansand
The municipality of Kristiansand is combining process description/reengineering, digital forms, data warehousing and archiving and to supply a wide range of e-services to citizens.
The public – or up to as much as 60% of the public - claims in different surveys that they prefer to use the web as the main channel for communication. The increasing use and demand for e-services is combined with a need to find new and more rational/cost-efficient ways to provide services.
Kristiansand is developing a range of new e-services, using process description and process reengineering techniques, as well as tools for digital forms, design of databases/data warehouses, integration with digital archive and publishing in several channels.
The output will be an increasing number of services being digitalised both in communication and in administration, by using process description and process reengineering techniques, as well as tools for digital forms, design of databases/data warehouses, integration with digital archive and publishing in several channels.
The final vision is that all communication should be prepared for the citizens to communicate digitally and the same for all administrative work inside the different service sectors of the municipality.
The background for this pilot is the increasing use and demand for e-services and the use of web based services in Norway. In addition the organisation is forced to look at new and more rational ways to handle service, due to tough financial situation and a demand for less cost in administration in the future.
The public – or up to as much as 60% of the public says in different surveys that they prefer to use the web as the main channel for communication. The municipality of Kristiansand is working hard to supply solutions for meeting this demand. There is obviously some people that prefer telephone or being served at the counter, they will of course have this opportunity, BUT the employees will use the same forms as the customers, thus standardising the forms, the information structure and the ICT structure.
Use digital forms for applications to ease the access ability for the users and the workload for the employees.Customer benefits
- The possibility to do all communication by using digital forms and e-mails
- The possibility to follow the case from application to decision, by a unique number given to some, if not all, cases.
Performance benefits
- Every case will be recorded and given an archive number
- It will be traceable and the possibility to prepare reports saying something about time spent in comparison with deliverance guarantees
- Some services can be automated, which lead to no administrative hours needed.
- Indicators of quality can be determined and published
Employee benefits
- Main benefit is the empowering possibility to form your own job by giving your knowledge of work and subject into the design of how the work actually should be done.
- Other benefits may be ease of changing to another job by seeing a standardised way of how work is done in a project description.
- Employees may also find it a benefit to see the results of their work monitored continuously, and even published on a service level on the web.
Financial benefitsThere are obvious financial benefits since the experience of reengineering tells that most processes have a vast cost reduction potential,something that is the driver of the engagement.Cost reductions often means redundancies, which should however be balanced by transfers between servicesand increasing quality in some services that in the future seems to either have to reduce quality (if no new resources are given) or be privatised something which at the moment is unwanted by the politicians.
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| Project_Initiation_Document_WP3_Kristiansand_improving customer communication_2.pdf | 554.63 KB |