Schedule

2. Schedule • Vision • Solution • Where to

3. Vision Challenge and Context The Problem and the Expectations Objectivs and Benefits

4. Vision – Challenge and Context Local Government has to serve the Citizens in a changing environment and with a high level of requirement. Portuguese City Halls are organizations that provide services to citizens. The challenges that Local Government faces today are mainly focused on citizenship values. Lack of Resources New Technologies Markets Globalization Abilities Decentralization Services Need to give especific services Citizen Expectations Legal Framing

5. Vision – Challenge and Context CITIZENSHIP requires that the Public Administration is: Cristal clear with public funds Citizen services oriented: Accessible Close Pro-active Equitable Open to participation High quality of services That fulfils privacy requirements Efficient and results oriented INTERNAL PERSPECTIVE: PROJECTS ORIENTED TO IMPROVE INTERNAL MANAGEMENT OF THE INSTITUCION EXTERNAL PERSPECTIVE PROJECTS ORIENTED TO IMPROVE THE RELATIONSHIP BETWEEN CITIZENS AND INSTITUCIONS

6. Vision – Challenge and Context Local Government approach to Citizens requires that attendance service is focused on people. This means: An integrated vision of citizens, maintaining an historic record about the citizens, their interaction with the City Hall, current or closed processes; An approach focused in interaction processes between stakeholders (Citizens, Companies, Partners, Etc.) and the organization (Information, Service requests, Reclamations, Suggestions, Personalized communication, Etc.); To offer multiple interaction channels (presential, phone, email, Web, fax, POS, kiosks, etc.);

7. Vision – Challenge and Context This way, we gain benefits in two different dimensions: The organization gains an integrated knowledge about their costumers, accessible to all the collaborators; The relationship between the organization and its costumers improves its consistency and quality by reengineering the interaction processes. This approach, usually known as CRM, has a big impact at both the back-office level, where all the collaborators will have a tool focused on people, and at the front-office, giving their operators the ability to solve directly the citizens problems without overcharging the back-office.

8. Vision – The Problem and the Expectations Inconsistent relationship From the City Hall to the Citizen Fragmented vision of the citizen Process oriented No “memory” of the relationship From the Citizen to the City Hall Independent channels of communication Reactive organizations instead of pro-active ones • Expectations about the CRM solution • Citizen relationship consistency • Unified vision of the citizen • Improve the quality of services provided • Multiple unified channels of communication • Relationship pro-activity • Systemize and consolidate the interaction processes • Reduce effort needed to provide the service

9. Vision – Objectivs and Benefits Endow the City Hall with a internal unit that has a broad vision of each partner and citizen Who are the citizens and partners and what is their relationship with the City Hall What interactions did the citizens have with the City Hall in the past What service can be provided and at what level Which subjects are pendent to be done Which actions need to be taken and by whom What was the closure of the interactions with the citizens

10. Vision – Objectivs and Benefits Provide the citizens, partners and employees easy access to the City Hall through multiple channels (Web, Phone, Email, fax, Mail, Presential) The service provided must not depend on the channel that is used A process can be started using one channel and ended in another channel The citizen should not need to repeat all the history each time he interacts with a different employee Simplify self-service

11. Vision – Objectivs and Benefits Provide the City Hall with tools that ease it’s action : Relief the back-office of attendance functions To solve most citizens issues at attendance level Have information available about the citizens, their processes, schedules and past interactions Access the business systems and data bases Requests workflow system Processes automation

12. Vision – Objectivs and Benefits Provide the City Hall with tools that allow measuring attendance performance How many interactions and with which closure (provided services, given information, resolved issues, etc.) What is the cost of each interaction with citizens and partners What is citizens and partners level of satisfaction What is attendance throughput capacity at each moment

13. Solution The Fundamentals Evolutive Approach Architecture

14. Solution – The Fundamental The solution required implementing a multi-channel framework that Offers a knowledge repository about citizens and their relationship with the City Hall Offers access to legacy systems Offers access to the City Hall services through multiple channels Web Contact Center (Phone, E-mail, fax) Kiosks Presential Integrated vision of citizens Integrated vision of the City Hall Multiple Channel CRM Legacy Integration

15. Solution – Evolutive Approach Organizations City Hall Municipal Services Sport and Leisure facilities Other City Halls Processes Lifecycle management Requests Case & Incident management Information Claims and Suggestions Interlocutors Citizens Companies and Organizations Suppliers Partners Employees Public Entities Municipal Services City Hall Sport and Leisure facilities Other City Halls CRM Partners Citizens Public Entities Suppliers Companies Emplooyes

16. Solution – Evolutive Approach The architecture was designed to ensure: Scalability Provide other services from the city hall Support other City Halls and Organizations Flexibility Independence of changes at: Application levels (Other city hall applications) Communication channels Process workflow Ease of adaptability to technological evolution: Ability to update a module without interference to the others Integration Simplify integration with legacy systems Ensure access to integration frameworks Robustness Ability to add components that provide fault-tolerance Security Ability to use new and existing security mechanisms

17. Solution – Architecture Web Kioskes SQL Server Email Presential Self Service Contact Center Biztalk SharePoint Portal Server MS CRM MS Content Manager Intranet Active Directory City Hall Sport and Leisure facilities Municipal Services

18. Solution – Architecture Regional ABRANTES ALCANENA CONSTâNCIA ENTRONCAMENTO FERR. ZÊZERE MAÇÃO SARDOAL TOMAR TORRES NOVAS VL NV BARQUINHA OTHERS Presential Communication CRM Front Office Applications Back Office Applications Self-service Phone Contact Applications Building Permits Finance Municipal Services Sport and Leisure Sport Public Libraries Citizen Regional Citizen Citizen Information IVR / WWW Internet E-mail Contact Center Fax Productivity Applications Services and Marketing Applications Mail Local Citizen Legacy Systems Phone Internet/E-mail Business Intelligence Answer through the right channel Knowledge Base Fax Mail Monitoring Reporting