Post on 20-Jun-2015
transcript
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
?