Smart Cities Pilot - Mavim - Kortrijk
The pilot will improve services to citizens at the local level by linking the products (product catalogue) on the website to the internal processes (connecting front and back office). The process flow software “mavim” will be used to do this.
The pilot will improve services to citizens at the local level by linking the products (product catalogue) on the website to the internal processes (connecting front and back office). The process flow software “mavim” will be used to do this.
Objectives:
- efficiency in the services of municipalities
- online consulting of city services by citizens
- transparency of city services for citizens
Approach:
- By linking the process flow software to the website and the intranet via product information files.
Deliverables:
- Efficient and fast online delivery of services e.g. via webforms
- Efficient means of transfer of knowledge and expertise from one person to another
- Tool will also be used for processes involving change within the organisation in order to improve internal and external service.
Within the boundaries of introducing a contact centre for the town of Kortrijk (1 central and unique telephone number for FAQ on services) we are currently introducing a new version (upgrade) of the process flow software “mavim”.
Aim is to connect the product catalogue on our website (front) and our Intranet with the internal processes of our organisation (back office) via the latter.
In doing so we are constantly trying to improve our services for citizens.
In order to realize this project, we visited the contact center of Oldenburg which uses its website as primary source of information to deliver service to its clients. Processes are there being introduced via a specialized tool into the website.
Via the website citizens will in future also be able to access their “my page”.
Improving services on the local level towards citizens by linking the products (product catalogue) on the website to the internal processes (connecting front and back office).
Customer benefits:
- Transparency of services, information
- Introducing new ways of contacting local authorities to obtain information on local services
Performance benefits:
- Improving customer service, customer relations
- focus on customer-friendly service
Employee benefits:
- efficiency
Financial benefits:
- Reduction of staff hours via transparent processes to deliver different services
Project benefits:
- Improving customer relations and customer services via link process software –website (product catalogue)
| Attachment | Size |
|---|---|
| Project_Initiation_Document_ WP_3_Kortrijk_Mavim_v2.pdf | 570.25 KB |