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Digital Cities “A new vision of the relationship between citizens and Local Government”. Situering van de problematiek. Vergrijzing. Digitale Kloof. “Net-Gen meets Baby-Boom”. Financiering. Financiële middelen staan onder druk. Lokale overheden. Toenemende reguleringen. “Klant is koning”.

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slide1

Digital Cities

“A new vision of the relationship between citizens and Local Government”

situering van de problematiek
Situering van de problematiek

Vergrijzing

Digitale Kloof

“Net-Gen meets Baby-Boom”

Financiering

Financiële middelen staan onder druk

Lokale overheden

Toenemende reguleringen

“Klant is koning”

Technologie als motor van verandering

Teveel/tekort aan mankracht

egovernment voor lokale regionale overheden
eGovernment voor lokale & regionale overheden

Uitdagingen & randvoorwaarden van een eGovernment oplossing voor lokale & regionale overheden:

  • De unieke en algemeen geldende oplossing bestaat niet
  • Dé oplossing moet bovendien uiterst evolutief zijn
  • Dergelijke oplossing zou economisch niet leefbaar zijn
  • Valoriseren van gedane investeringen
  • Veel basisfunctionaliteiten zijn echter wel identiek (cfr netwerkbeheer, content management, user interface,…)
  • Ook veel basisvoorwaarden voor een eGovernment platform (cfr beveiliging, stabiliteit, betrouwbaarheid, integratiemogelijkheden…) zijn algemeen geldend
  • (Menselijke) middelen op technologisch vlak zijn beperkt
wat is digital cities
Wat is “Digital Cities” ?
  • “Digital Cities” is een initiatief dat streeft naar een flexibel en economisch haalbaar platform met een breed spectrum van functionele mogelijkheden, waarbij lokale partners een cruciale rol spelen in het realiseren van eGovernment voor lokale overheden
  • “Digital Cities Accelerator” is een:
    • Out-of-the-box oplossing voor een basisportaal, gebaseerd op standaarden
    • Complete catalogus van gestandardiseerde software services die toelaat om extra kernfunctionaliteiten op korte tijd op te bouwen, en die gemakkelijk aanpasbaar zijn aan de lokale situatie
    • Open platform: lokale partners kunnen bestaande oplossingen enten op dit platform en nieuwe diensten toevoegen aan de portal
    • Evolutief & schaalbaar in functie van toekomstige behoeften
wat is digital cities1
Wat is “Digital Cities” ?
  • “Digital Cities” is een portal die een aantal diensten integreert:
    • Diensten voor de Burger
    • Diensten voor de Ambtenaren (intranet)
    • Diensten voor de Verenigingen en/of Industrie
    • Diensten voor het Toerisme
basisprincipe van een portal
Basisprincipe van een ‘Portal’

Centrale toegangspoort tot die informatie die voor een welbepaalde persoon op een welbepaald moment relevant is, in zijn juiste contekst

Vinden, lezen, begrijpen, beslissen, handelen

Communiceren, delegeren, proces flow

Opvolging, analyse, rapportering, inzicht

crm citizen relationship management
CRM ... Citizen Relationship Management
  • Ken uw burgers en uw ondernemingen
  • Ken hun behoeftes
  • Ken hun prioriteiten
  • Ken hun profiel
  • Marketing campagnes (mailings…)
  • Onderzoeken, enquetes
  • Monitoring & tracering
  • Trend analyse en data consolidatie
  • Klachtenbehandeling
  • Eenvormige database van burgers, ondernemingen, leveranciers, …
architectuur
Architectuur

Civil Servant (Front-office and Back-office)

Channel Management

Civil Servant (Content Management)

Extranet(Web)

Intranet(Web)

Present

Businesses

Building Permits

Interaction Management

Information and Process Management

Internet(Web)

Portal

Records

Management

Kiosk

Instant

Messaging

Instant

Messaging

Public Libraries

Integration

Hub

CRM

Internet(Email)

Messaging

Telephone

Sport Facilities

Citizen

Fax

Database

Contact Center

Mail

Taxes

Civil Servant(Attendance)

wat is digital cities2
Wat is “Digital Cities” ?
  • “Digital Cities Accelerator” is een geavanceerde oplossing voor lokale overheden gebouwd op open standaarden en gebruik makende van basis bouwstenen van het Microsoft platform
  • Office 2003
  • Windows XP
  • Windows Server 2003
  • Exchange Server 2003
  • Sharepoint Portal Server 2003
  • Microsoft Dynamics CRM 3.0
  • BizTalk Server 2006
basic services citizen portal
Basic Services. Citizen Portal
  • Institutional Web presence by means of an easily-configurable Internet portal with preconfigured templates
  • Citizenship participation:
    • Forums
    • Online surveys
    • Complaints, suggestions, consultations
  • Directory of Services and Companies
  • News service
    • National and local
  • Street map and georeferenced searches
  • Listings of city events
  • Integrated search service and content management
  • Data analysis: Portal statistics
  • Citizen folder
    • My inbox
    • My taxes
  • Downloading and delivery of Applications
  • My City Hall:
    • Composition
    • Directory, Contacts
    • Proceedings and Services
  • Multidevice and multichannel
basic services public employee portal
Basic Services. Public Employee Portal
  • Easily-configurable Intranet portal with preconfigured templates
  • Employee participation service with:
    • Area of collaboration
    • Instant messaging
    • Shared agenda
    • Online surveys
    • Complaints, suggestions, consultations
  • Directory of services
  • Integrated search and content management service
  • Data analysis: Portal statistics
  • Public employee folder
    • My Inbox, my email
    • My pending tasks
    • Alerts
  • My City Council:
    • Composition by department
    • Directory, Contact
    • Procedures and services
    • News
  • Document libraries
  • Multidevice and multichannel
basic services businesses portal
Basic Services. Businesses Portal
  • Institutional Web presence by means of an easily-configured Internet portal with preconfigured templates for:
    • Information on products and services
      • Technical information
      • Prices
      • Pictures
    • Promotional information
    • Product reservation
    • Complaints, suggestions, consultations
  • Directory of Services, products and companies
  • Corporate news service
    • Local
    • Nacional
  • Street map and georeferenced searches
  • Listing of opening times, business hours and promotions
  • Integrated search and content management service
  • Data analysis: Portal statistics
  • Small and Medium Bussiness folder
    • My inbox
    • My taxes
  • Download and delivery of Applications
  • Multidevice and multichannel
advanced services citizen portal
Advanced Services. Citizen Portal
  • E-Government
    • Procedures management
    • Census
  • Tourism:
    • 3D virtual flights
    • Online reservations
    • Route notebook
    • Routes generator
  • Appointments request service
    • Sport facilities
    • Public libraries
  • Mobile notifications service
  • Public key infraestructure service
  • Integrated secure notifications service
  • Integrated payment gateway
  • Payment by mobile
  • Integrated record management service
  • Knowledge management
advanced services citizen portal cont
Advanced Services. Citizen Portal (cont.)
  • Learning initiatives
    • Learning software: Intel PC Basics
  • E-learning service
    • Microsoft training courses
    • Training courses based in XML
  • Backoffice integration
  • Mobility services
    • City council activities and agenda
    • Facilities reservation
    • Micro-payments
    • Alerts for under ages school attendance
    • Localization services
      • People
      • Vehicles (police, ambulances)
    • Call Center
    • Massive sending of SMS to citizens
basic services public employee portal1
Basic Services. Public Employee Portal
  • CRM solution to:
    • Better know citizens and companies
    • Know their needs
    • Know their preferences
    • Know their profile
  • Mobile notifications service
  • Backoffice integration
advanced services public employee portal crm integration
An Inconsistent relationship

From the government to the citizen

Fragmented view of the citizen

Not processes focused

Lack of relationship “memory”

From the citizen to the government

Independent contact channels

Reactive departments versus proactive agencies

A Customer Led Approach

Consistent citizen relationship

Single view of the citizen

A quality service offered to the citizenship – Memory of the relationship

Several unified channels of contact

Proactive relations

Consistent process of interaction

Cost reductions in service delivery

Advanced Services. Public Employee Portal. CRM Integration

Problems and expectations

advanced services public employee portal crm integration1
Advanced Services. Public Employee Portal. CRM Integration
  • CRM solution to:
    • Better know citizens and businesses
    • Know their needs
    • Know their priorities
    • Know their profile
    • Implement marketing campaigns
      • Mailings
    • Surveys
    • Monitoring and tracing
    • Trend analysis and data consolidation
    • Issues management
    • Unified database of citizens, businesses, providers, …
advanced services tourism portal
Advanced Services. Tourism Portal
  • Route notebook
  • Routes generator
  • Booking platform
  • Mobile alerts
  • Geographic searches
  • Trip planner
  • 3D virtual flights
  • Touch-screen and mobile technology
  • Interest points
  • Suggestions
advanced services communications portal
Advanced Services. Communications Portal
  • Advanced communication services
    • Private IP telephony network between municipalities
    • Private service of video telephony between municpalities
    • WIFI spots:
      • IP telephony over mobile terminals
      • PDA terminal to access voice and data over IP
      • Video vigilance over IP wireless networks
    • Distributed IP Call Center
    • Application integration wiiçth IP telephones (Integrated contact directory, portal services, ect.)
advanced services multidevice access
Advanced Services. Multidevice access
  • Mobile access
    • Selected content
    • Same content
    • Same WebParts
  • Devices
    • SmartPhone
    • PDA
    • PC
    • Mobile phone
wat is digital cities3
Wat is “Digital Cities” ?
  • “Digital Cities Accelerator” is een geavanceerde oplossing voor lokale overheden gebouwd op open standaarden en gebruik makende van basis bouwstenen van het Microsoft platform
  • Office 2003
  • Windows XP
  • Windows Server 2003
  • Exchange Server 2003
  • Sharepoint Portal Server 2003
  • Microsoft Dynamics CRM 3.0
  • BizTalk Server 2006
slide25

Digital Cities

“A new vision of the relationship between citizens and Local Government”

9 maart 2006
9 maart 2006

Informaticaproject Aalter

ICC Gent

Hans Van den Brande

slide29

Aalter, na de Reorganisatie

?

Front Office

ISO 9001:2000

Back Office

slide30

DIGITAalter

Portaal

Proces Automatisering/ Workflow

Proces-extractie

Orchestrator

Protos

ISO9001:2000

Burger / Vereniging

Front Office

Webservices

Back Office

Remmicom

Schaubroeck

portaal microsoft digital cities
Portaal : Microsoft Digital Cities

Schaubroeck

Ambtenaar

Toerisme

Bedrijven

Internet

CEVI

Portaal

Integratie Platform

Burgers

Remmicom

slide32

DIGITAalter

Proces Automatisering / Workflow

Proces-extractie

Orchestrator

Protos

ISO9001-2000

Burger / Vereniging

Front Office

Webservices

Back Office

Remmicom

Schaubroeck