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Generalitat de Catalunya Departament de la Presidència Direcció General d'Atenció Ciutadana Marta Continente Gonzalo mco

Generalitat de Catalunya Departament de la Presidència Direcció General d'Atenció Ciutadana Marta Continente Gonzalo mcontinente@gencat.cat. C itizen care centric: the new border. Scalable. www.gencat.cat. E-Catalunya. OVT / OVTE. 012 - 5012 eMail. HC3. Citizen Care Centric.

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Generalitat de Catalunya Departament de la Presidència Direcció General d'Atenció Ciutadana Marta Continente Gonzalo mco

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  1. Generalitat de Catalunya Departament de la Presidència Direcció General d'Atenció Ciutadana Marta Continente Gonzalo mcontinente@gencat.cat Citizen care centric: the new border

  2. Scalable www.gencat.cat E-Catalunya OVT / OVTE 012 - 5012 eMail HC3 Citizen Care Centric 2005-2009 Focus in a citizen-care-centric and balanced relationship (Citizenship - Government / Demand - Offer) Public administration Citizenship Efficiency Personalization Participation Transparency Efficiency Personalization Participation Transparency

  3. Outcomes 350 % Increase of the number of attention interactions 50 % Reduction in the development solutions’ cost 50 % Reduction in the cost of maintenanceof solutions 2005 2009 50 % Reduction in time to market 41.000.000 I / year 142.800.000I / year

  4. Scalable www.gencat.cat E-Catalunya OVT / OVTE 012 - 5012 eMail HC3 Center of Competence on Citizen Care Multichannel protocols and training 12 gencat Solutions Methodology Teamwork: Community of Practices 482 members Metrics and evaluation Gecopedia Gecodesk

  5. Gecopedia

  6. Group e-Catalunya Citizen Care

  7. Citizen Care Community of Practice

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