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

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

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  1. Digital Cities “A new vision of the relationship between citizens and Local Government”

  2. 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

  3. 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

  4. Our vision. Digital Cities Accelerator

  5. 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

  6. 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

  7. 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

  8. 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, …

  9. 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)

  10. 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

  11. Overzicht van Digital Cities functionaliteiten

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

  18. 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

  19. 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, …

  20. 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

  21. 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.)

  22. Advanced Services. Multidevice access • Mobile access • Selected content • Same content • Same WebParts • Devices • SmartPhone • PDA • PC • Mobile phone

  23. Conclusie

  24. 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

  25. Digital Cities “A new vision of the relationship between citizens and Local Government”

  26. 9 maart 2006 Informaticaproject Aalter ICC Gent Hans Van den Brande

  27. Aalter…. de Burger Centraal

  28. Aalter…. in illo tempore ? ? ? ? ?

  29. Aalter, na de Reorganisatie ? Front Office ISO 9001:2000 Back Office

  30. DIGITAalter Portaal Proces Automatisering/ Workflow Proces-extractie Orchestrator Protos ISO9001:2000 Burger / Vereniging Front Office Webservices Back Office Remmicom Schaubroeck

  31. Portaal : Microsoft Digital Cities Schaubroeck Ambtenaar Toerisme Bedrijven Internet CEVI Portaal Integratie Platform Burgers Remmicom

  32. DIGITAalter Proces Automatisering / Workflow Proces-extractie Orchestrator Protos ISO9001-2000 Burger / Vereniging Front Office Webservices Back Office Remmicom Schaubroeck

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