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Greeting Center

e-Government Business Process Optimization

Dr. Josef THOMA

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Front-Desk =

primary Access to Communication

Do you know it

from a

Citizen Perspective ?

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Highlights

Tasks to Perform Critical Success-Factors Conclusion

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Required Tasks

Recognize Citizen Requests

Frequently asked Questions

Who knows the Answer ?

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WHY a Greeting-Center ?

Like saving Costs ?

Importance of Efficiency at Work ?

Like to know your Business ?

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WHO needs a Greeting-Center ?

Any Business, that has to

communicate ( ) its

Products and

Services

.... that is EVERYONE

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Technolgy

Tools

Call Center

Collaboration

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Technolgy

Call Center

Answers: WHO & WHAT finds optimal Resource delivers Statistics for free Feedback on Organization

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Technolgy

Collaboration in Real-Time

Conference (Tel/Video/Web) Document Sharing Instant Messaging Virtual Open-Plan Office

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Collaboration - Presence

... an Open Plan Office

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Highlights

Tasks to Perform Critical Success-Factors Conclusion

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Critical Success-Factors

Sound Strategy Precise Implementation “Sell” the Idea to the Staff

define the Result !

w/o Organization no Greeting-Center!

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Critical Success-Factors

Technology = Tool Watzlawick’s 2nd Law

Factor Trust & Credibility

Important: Face to Face - Meetings

easy Usability

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Succes needs a holistic Approach

Technology Solution

Solution

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Highlights

Tasks to Perform Critical Success-Factors Conclusion

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.... the Key to Success

Sound Strategy

Precise Implementation

“Sell” the Idea to the Staff

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Technology & Organization

make a happy Citizen !

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