Smart Cities Pilot - Improving services - Creating an entrepreneurial front office - Groningen
Groningen want to improve how it provides services to entrepreneurs. They want to provide more information online, and to help start-ups (via the internet) and help them set up their businesses.
Groningen want to improve how it provides services to entrepreneurs, and to better implement the European Directive on Services. We want to stimulate the use of the internet on general information. We want to approach starters (via the internet channel) and help them set up their businesses. We wish to make use of account managers and establishing a specific target group approach for entrepreneurs.
- More e-services (some 10 e-forms will be fully digitalized e.g. permits for events/exploitation of catering industry etc. )
- Better working CRM system which provides us with better management information and case handling
- Multi-channel approach: - face to face contacts are possible on appointment only (consulting-hours are available via the appointment planner on the internet), less not-planned visits are allowed. This gives the personal space for an active approach, which is being used for company visits.
- Better Marks/rating for customer services
Approach:
- Implementing EU-directive on services.
- Implementing and using the management information to follow and steer the expected output of employees.
- Implementing the vision and communicate to the different target groups.
- Participate on the system of standards of businesses.
Output: more (fully digitalized) e-forms. This will also stimulate the further use of web-services.The EU Services Directive aims to break down barriers to cross border trade in services between countries in the EU. It will make it easier for service providers, particularly small and medium sized enterprises, to offer their services to customers in other EU countries.
Processes: making use of a hands-on CRM system and making good using of existing management information within the organisation
Our services to entrepreneurs must be improved. We want to stimulate the use of the internet on general information. We want to approach starters (via the internet channel) and help them set up their businesses. We wish to make use of account managers and establishing a specific target group approach for entrepreneurs. We offer specific service-arrangements (a full arrangement which varies from subsidies to counselling). We want to stimulate employment within city and region. And to improve the economic climate.
Performance benefits
- Benchmark GSB (=Grote Steden Beleid).
- Local customer satisfaction investigation.
Employee benefits
- active approach, 600 company visits will me made each year
- more responsibility and flexibility
Financial benefits
- More effective use of personnel / no financial records available
Project benefits
- Forcing yourself to systematically think about your approach to the target groups. Really bettering the services and improving the economy.
| Attachment | Size |
|---|---|
| Project_Initiation_Document_WP_3_Groningen_entrepreneurial_front_office_2.pdf | 595.87 KB |