VIDEO OPERATEDCITIZEN SERVICE

Ib Østergaard Rasmussen

ONE MUNICIPALITY

SIX SER

VICE CENTRE

SC

open

hag

en- 100 k

m -

Citizens are CUSTOMERS. Customers shall experience service at the highest level and always be meet by competent personal and services.

Citizens are our PARTNERS

CIT

IZEN

SER

VIC

EPO

LIC

Y

Getting citizens involved before designing the final IT solution. Seek to understand as well as to be understood

That a significant number of citizens use the unmanned Citizen Service Center. Set a goal.

That employees cope with the new ways of servicing our citizens.

Making citizen involment central to the organisations values and strategic direction.

Have courage!

CR

ITER

IAFO

R S

UC

CESS

A desire to be renowned for used state of the art, advanced technology – i.e. CISCO

Unmanned video operated Citizen Service Center

Unmanned video operated reception at Town Hall

Units are operated by the same Call Centre

Longer openings hours with less personnel

CO

NTEN

TS

OF

TH

E P

RO

JEC

T

Phone calls to the Citizen Service Centre

Switchboard for the entire administration

Virtual receptionist for Town Hall

Personal appearances at the Citizen Service Centre

Video operated remote attendance for Citizen Service in Væggerløse

SMS/chat-services

CA

LL C

EN

TR

ES

AK

SK

ØB

ING

Foto: Cisco

VIR

TU

AL

CIT

IZEN

SER

VIC

ESAKSKØBIN

G

VÆGGERLØSE

Queuing system

Seating arrangements for the citizens

WH

AT D

O T

HE

CIT

IZEN

S M

EET?

Document camera, surveillance camera, scanner and printer

Foto: Cisco

Foto: Cisco

SAKSKØBIN

G

TH

E V

IRTU

AL

REC

EPTIO

NIS

T

CITY HALL

Foto: Cisco

Employees resistance to new workflow and organizational changes

Political pressure to ensure, that citizens are still served face-to-face!

Skepticism amongst Works Committees and Labor Unions, that the new system will lead to cutbacks.

Citizens may feel that the level of service is lowered.

Pratical difficulties with operating the technical solution.

PO

SS

IBLE

TH

REATS

How can we best manage our resources, cut expenses and maintain the professional expertise whilst offering the same level of services to our citizens at all six locations?

How can we stay closely connected with our citizens and be present in their local environment?

But, how can we involve citizens in an early stage knowing, that’s meetings can be “hijacked” with one perspective?

And, Are we ready to allow a forum for opposing views and criticism before the IT design is done?

FAC

ING

TH

EC

HA

LLEN

GES

IMPLEMENT NEW IT

SOLUTIONS AND GET

CITIZENS INVOLVED IN THE

DESIGN

Use media to tell the story

Community presentation

Frequent communication with citizens

Citizens are given opportunities to learn about and form the new system

Transparency builds credibility which builds understandings and cooperation with the citizins

Involve a citizen advisory board and acknowledge contributionsC

OM

MU

NIC

ATIO

NA

ND

IN

VO

LVEM

EN

T

CO

MPU

TER

WO

RLD

AN

D C

ISC

O L

IVE

20

11

IMPLEMENT NEW IT

SOLUTIONS AND GET

CITIZENS INVOLVED IN THE

DESIGN

YOU

RQ

UES

TIO

NS

?