The document discusses the development and implementation of a knowledge base project in Amsterdam from 2004-2008. It provides key dates and milestones in the project timeline, as well as facts and figures about resources used, number of cases in the knowledge base, and people involved in editing content. The document also examines current questions around communicating with different generations, implementing omnichannel services, and using images and multiple languages.

1. The Amsterdam streetplan is as complex as the
Organizational structure

2. Inspiration
He always has the answer... We too!

3. Romantic city

4. Modern city

5. Party city

6. The most democratic monarchy
where everybody is King and Queen

7. 100% Tolerance city

8. Tourist city

10. Coffeeshop city

11. Coffeeshop city

12. Skating
city

13. Waterconcert city

14. Watermusician city

15. Old proud city

16. New proud city

17. Innovative city

18. Beautiful city

19. Everybody’s city

20. PR city

22. Milestones
 2004 Preparation
 1 juli 2005: Procedure selection Kana
 1 April 2006: Technical implementation ready
 8 Oktober 2006: Opening 14 020 by Major Job Cohen
 July 2008: End of project

23. Facts and figures
 Budget 8 M in 3 years
 6 members projectteam
 About 260 people involved in development and
implementation activities (great party!)
 3000 cases in knowledgebase
 45 editors responsible for quality of information

24. The people are not interested in
our organisation they just want
to get an answer to a problem

25. Knowledge
is the key!

27. Excellent service
=
no contact

29. Our Questions now
 How to communicate with generation Why?
(born > 1990) “I want it all & I want it fast”
 How to implement ‘Omnichannel’?
 How to make high volume more personally?
 How to use Images and multi language

30. Facts and figures
 85% is connected to fast internet
 57% wants 1 number ‘for everything’
 54% feels public service doesn’t use the
opportunities which are available
 90% of our users is asking ‘for more’

31. Ontwikkeling klantcontacten
Januari t/m oktober 2007
600.000
500.000
Amsterdam.nl
400.000 Contact Center
300.000 Logaritmisch (Contact
Center)
Logaritmisch
200.000 (Amsterdam.nl)
100.000
0
Jan feb Mrt Apr Mei Jun Jul Aug Sep Okt

32. Transparancy

33. Callcenter results
2007 2004
 Servicelevel 82% 53%
 Avarage time per call 2:40 min 4 min
 Level Information 75% 30%
 Customer Satisfaction 7.1 6

34. Let’s keep on building bridges!