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(E-) Service

(E-) Service. 6 april Theo Keulen Boedapest. E-service – why?. Client wants time and place independent service (24/7) Apply and use of modern technology Automatic standard procedures: saving time and preventing errors Personal coaching only for clients who really need it

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(E-) Service

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  1. (E-)Service 6 april Theo Keulen Boedapest

  2. E-service – why? Client wants time and place independent service (24/7) Apply and use of modern technology Automatic standard procedures: saving time and preventing errors Personal coaching only for clients who really need it Budget constraints 2011 en further on. PAG 2

  3. E-Service delivery • VISION: • The client will receive a complete and full package of services via the Internet. This service delivery is time and place independent PAG 3 PAG 3

  4. Characteristics (e-)service delivery model Internetstrategy Full, equivalent and interactive Networks Single data interogate Dynamic profiling PAG 4

  5. Conditions Clients have to demand for and trust E-service (no obligation). It has to work technically perfect (performance, speed, no errors). It has to be functional (handy and accessible). There must be sufficient ‘extra’ in E-service (value). All channels open/integrated for support (multichannel).

  6. Servicemodel Life Event werkm@p “the first hour” Workplan contract Profiling Choose channel Personal info Matching Supply of services Activities Income secure Results Activitycentre “my work and income” Werk.nl Coaching Work customerservice PAG 6

  7. Werkm@p: Working on work and chances • entrance to your own instruments • The “learning client”(and organisation). • Smart advices • Communicationplatform • Clientprofile • Triggers for actions (E)coach Profiel en CV Profile & CV Search & apply skills Opleiding & Competenties Zoek & sollicitatie vaardigheden Education & Competences Test U zelf Matching tools Klantprofiel in de werkm@p Test yourself Activities & communication werkm@p Belemmeringen aanpaken Zoeken en matchen client Profile Work on shortcommings Jobindicator Kansen verkennen & verbreden Aanbod diensten vestiging Workplan Supply of services e.g. workshops Actions and results (E)COACH “learning client & organisation”

  8. Customer assistence Internet personal Case Load Face To face Information & Helptext E coaching FAQ’s KCC

  9. Implementationcalender Semi-automated proces Automated proces + interaction with werkm@p National scale in fases Testimplementation per district (11) Pilots (5) sept - dec 2010 jan - april 2011 april ………2011/2012

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