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e-Services/P.O.S Strategy

e-Services/P.O.S Strategy. Louis Shallal, P.Eng., Ph.D. Drivers & Pressures. Municipal Amalgamation. e-Service Channels. Information Services. Internal Expectations for Efficiency and Savings. External Customer Expectations for ESD. E-Democracy Services. Transactional Services.

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e-Services/P.O.S Strategy

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  1. e-Services/P.O.S Strategy Louis Shallal, P.Eng., Ph.D.

  2. Drivers & Pressures Municipal Amalgamation e-Service Channels Information Services Internal Expectations for Efficiency and Savings External Customer Expectations for ESD E-Democracy Services Transactional Services People, Process, andTechnology Infrastructures Management and Governance Competitive Pressures

  3. Approach & Methodology Businesses Employees Citizens Government to Customers (g2c) Government to Business (g2b) Government to Employees (g2e) Kiosk Information IVR Transactions Portal E-Democracy

  4. Enterprise Transformation • Evolution of e-Government, online transactions as next-generation successor to information-only websites • Leveraging the Portal to make more fundamental changes to its customer relationship, business process, people and technology to achieve its Vision • Leading the Change • Enabling the Change

  5. Customer-Centric Delivery Back Office Systems Services Channels Service Desk IVR Transactional Information Portal Kiosks Call Centre Democracy

  6. Balancing Returns and Risk

  7. Public/Private Relationship • New model - A first in Canada • Political and senior executive commitment & involvement • What’s the critical mass required for a self supporting model? • Partnerships - SmartCapital, access.Ca

  8. The Business Relationship City of Ottawa Content Control, Governance, Policies, Approval of fees, Approval of value added services Deloitte Team Suite of applications, Process change, Technology support, Portal hardware, Portal software Advise Executive Committee Direction Risk Management Approvals Local Firm No brandingLocal Resources Available to train Support Marketing Refine Applications Upgrade Technology

  9. Lessons Learned • Setting the Vision - Strategic Direction • Setting the bar on customer service • Focus - Customers, Services & Channels • Customer-centric services • Using tried and true strategies - replication of the retail model for Point of Service

  10. What’s Working Well • Approach – The Portal & Strategy developed concurrently • Phased implementation • ‘Build once, use many’

  11. Constraints • Drivers - Pressure sets • Municipal amalgamation • Internal expectations for efficiency & savings • External Customer expectations for electronic service delivery • Competitive pressures • Harmonization • Fixed Deadline - December 31, 2000 • Developing in Internet time

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