(E-)Service

6 april Theo KeulenBoedapest

PAG 2

E-service – why?

Client wants time and place independent service (24/7)

Apply and use of modern technology

Automatic standard procedures: saving time and preventing errors

Personal coaching only for clients who really need it

Budget constraints 2011 en further on.

PAG 2

PAG 3

E-Service delivery

VISION:

The client will receive a complete and full package of services via the Internet. This service delivery is time and place independent

PAG 3PAG 3

PAG 4

Characteristics (e-)service delivery model

Internetstrategy

Full, equivalent and interactive

Networks

Single data interogate

Dynamic profiling

PAG 4

PAG 5

Conditions

Clients have to demand for and trust E-service (no obligation).

It has to work technically perfect (performance, speed, no errors).

It has to be functional (handy and accessible).

There must be sufficient ‘extra’ in E-service (value).

All channels open/integrated for support (multichannel).

PAG 6

Servicemodel

PAG 6

Werk.nl

Personal info

Coaching

Results

“the first hour”

Supply of services

Income secure

Activities

ProfilingChoose channel

Life Event

Workplancontract

werkm@p

Activitycentre

“my work and income”

Matching

Work

customerservice

PAG 7

(E)COACH

Werkm@p: Working on work and chances

• entrance to your own instruments • The “learning client”(and organisation).• Smart advices• Communicationplatform • Clientprofile• Triggers for actions (E)coach Activities &

communicationwerkm@p

Search & apply skills

Matching tools

Profile & CV

Education & Competences

Test yourself

Work on shortcommingsJobindicator

Supply of services e.g. workshops

Klantprofielin de

werkm@p

Zoek & sollicitatie vaardigheden

Zoeken en matchen

Profiel en CV

Opleiding & Competenties

Test U zelf

Belemmeringen aanpaken

Kansen verkennen & verbreden Aanbod diensten vestiging

client Profile

Actions and

results

“learning client & organisation”

Workplan

PAG 8

Customer assistence

Internet personal

Information

&

Helptext

FAQ’s KCCE

coaching

CaseLoad

FaceTo

face

PAG 9

Implementationcalender

Pilots(5)

sept - dec 2010 jan - april 2011 april ………2011/2012

Testimplementationper district

(11)

National scale in fases

Semi-automated proces

Automatedproces + interaction

with werkm@p