Schedule

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Schedule

• Vision
• Solution
• Where to

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Vision

• Challenge and Context
• The Problem and the Expectations
• Objectivs and Benefits

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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.

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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

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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.)

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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.

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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

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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

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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

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Vision Objectivs and Benefits

• Provide the City Hall with tools that ease its
  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

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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

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Solution

• The Fundamentals
• Evolutive Approach
• Architecture

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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

Multiple Channel
CRM
Legacy Integration
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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
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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

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Solution Architecture
City Hall
Sport and Leisure facilities
Municipal Services
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Solution Architecture
Communication
CRM
Back Office Applications
Front Office Applications
Self-service
Phone
Building Permits Finance Municipal Services Sport
and Leisure Sport Public Libraries
Contact Applications
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
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