Service development in local government

Service development in local government CEMR WORKING GROUP ON INFORMATION SOCIETY AND eGOVERNMENT Brussels, Thursday, 3 February 2011 Bart Noels Intercommunale Leiedal / NSR 4B Smart Cities

Supported by a wide range of mainstreaming partners

Services: the “answer” model ,[object Object]

Start with a vision ,[object Object],[object Object],[object Object]

Services are teamwork ,[object Object],[object Object],[object Object]

Service list as central resource ,[object Object],[object Object],[object Object],http://standards.esd-toolkit.eu/Default.aspx

Know your customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Business Question Definable Measurable Testable ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Who are your customers? What do you already know: ,[object Object],[object Object],[object Object],[object Object],[object Object]

Recurring Groups Old Wealth Educated Cosmopolitans Career focussed Materialists Better off Elders Midscale Salariat Blue Collar Self Sufficiency Agrarian Heartlands Hardened Dependency Low Income Elderly De-industrial Legacy Source: OriginsInfo

Free bus pass Source: Esd toolkit, UK

Types of neighbourhood in Norwich

IT ,[object Object],[object Object],[object Object],[object Object]

Develop a channel strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Survey on services in Kortrijk region ,[object Object],[object Object],[object Object],[object Object]

Preference channels Practical info Leisure Subventions Face to face Print Phone Mail website

Preference channels Face to face Letter Phone Mail Website Meeting Reporting malfunction / registration activity / formal registration / opinion

Develop your channels ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Channel strategy Right product Available at the right moment via the right channel Adapted to the target group <> All products always available all time via all channels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],e-mail letter desk website phone Base measuring appointment Expectations, products and channel strategy

Output measuring is knowledge Impact measuring is wisdom ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Marketing ,[object Object],[object Object],[object Object],[object Object]

Online guide http://www.smartcities.info/customer-profiling

Coming soon ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service development in local government

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