LeiedalStatus report Local activity Sept 2008 – Oct 2009

WP3 Meeting

October, 20-21 – 2009 - Amsterdam

About Leiedal

• 13 municipalities• Regional body > regional projects• Core business: giving added value by regional

projects and platform for exchange and support

What we do

• Shared services– GIS

– Websites

– Online communication

– Services & software

• Community– Training

– Support

– Exchange

• Inspiration and innovation– EU projects

– Policy

– Regional strategy

Smart Cities will strengthen and challenge existing initiatives and regional platforms in the Kortrijk region.

“

Smart Cities for Leiedal

• Learning• Sharing>> new or better knowledge & benchmark

• What we want to have done at the end of Smart Cities– Sustainable methodologies: co-design, customer

profiling, customer service organisation, academic involvement

– Tangible shared services: personalised and geobased web services, contact centres

– Tests built on experiences partners: wireless– Change of mindsets & mentality: customer first

How?

• Methodologies: learning on meetings and by exchanging & implementing cases

• IT-projects > shared services– Contact database– Personalised web services– Geobased web services– Business information services

• Wireless: copy best practices & tests• Change of mindsets

– E-government academies– Workshops, meetings, speeches, talks, visits,…– Surveys and customer research

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Policy

•E-strategy•Organisational change•Fusion of IT and gov/business•“Translation work”: personas, use cases•E-gov academies and ateliers (workshops)

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

back office

midware

autentification

Regional business data system Regional contact database

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Services(product catalogue)

Existing product catalogues-Quality control-Best practices dissemination-Relation to customer contact centres: definition of a-b products

Belgian/Flemish product

catalogue

Contributions Leiedal-Template-Knowledge-Workshops-Implementation 2010-…-Link with EU service list

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Policy

Academ

ic research: How

? What? W

hy?

Channel choice

channel channel

Implementing formsPromoting newsletters

Following approach Kortrijk(call centre case)

Building methodology and knowledgefor channel choicebuilt on “answer” and academic work

To do: identify wireless pilot

“Atelier” with severalmunicipalities workingon contact centres

Channel choice

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

personalization localisation

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Customerprofiling

Building methodology and knowledgefor customer profiling

Training: e-gov academy and presentations

User research & online surveysSept/Oct: regional survey / survey Kortrijk

To do: •Panels•GIS analysis•Getting esd-profile data on groups and channel preferences•explore other methods

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Process descriptions

To do:-Regional work group

-Exchange-Best practices-Technic advice

-Knowledge on process descriptions

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Service developm

ent

Child care information services

Parking information

Personalised business information

Business portals / target group information

To do: more co-design !

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?

Academ

ic research: How

? What? W

hy? Survey Memori@ 3 municipalities of Kortrijk regionTarget:-Know more on e-environment-Benchmark-Testing out new ideas-Priority setting

To do:-Write and explain what we do-Better academic involvement in terms of interaction, q&a, transnational input-Define questions which are transnationally and locally relevant

Services(product catalogue)

channel

back office

midware

channel

Monitoringefficiency

(organisationalview)

Monitoringeffectiviness and impact

(holistic viewon policy impact)

transformation

Process descriptions

personalization localisation

autentification

Service developm

ent

Customerprofiling

Channel choice

Policy

Academ

ic research: How

? What? W

hy?