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Project overview

Project overview. Serena Andriani LABORATORI GUGLIELMO MARCONI. The consortium. co-ordinator Sheffield City Council (UK) partners Landeshauptstadt Saarbrücken/IKS (DE) Comune di Prato (IT) Black Country Consortium (UK) technical partners ANCITEL (IT) DFKI (DE)

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Project overview

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  1. Projectoverview Serena Andriani LABORATORI GUGLIELMO MARCONI

  2. The consortium • co-ordinator • Sheffield City Council (UK) • partners • Landeshauptstadt Saarbrücken/IKS (DE) • Comune di Prato (IT) • Black Country Consortium (UK) • technical partners • ANCITEL (IT) • DFKI (DE) • Laboratori Guglielmo Marconi (IT) CARMEN workshop - PRATO, 5 March 2007

  3. Introducing CARMEN • The CARMEN project (Citizens’ Advanced Relationship ManagemENt) will benefit the public sector across Europe by developing a new back office system based on the principles of Customer Relationship Management (CRM). • The project is supported by the European Commission’s eTENprogramme, which assists the deployment of telecommunication-network-based services (eServices) with a trans-European dimension. CARMEN workshop - PRATO, 5 March 2007

  4. The objective • CARMEN will combine new multi-media channels with traditional access methods in an overall strategy to improve service delivery, and will develop a system that can be adapted in numerous instances to local administrations and other contexts in Europe. CARMEN workshop - PRATO, 5 March 2007

  5. Who are the users? • Two user categories • public administrations • End Users (citizens, enterprises or other organisations) CARMEN workshop - PRATO, 5 March 2007

  6. Keywords • CRM platform used by the 4 participating PAs - also available in ASP mode • open-source modules • improvement of existing applications • use of different communications channels • two-way communication between citizens and public authorities. • making back office processes more efficient. • personal or group profiles CARMEN workshop - PRATO, 5 March 2007

  7. Dissemination activities • cross-fertilisation, exchange of good practices and replication of services • dissemination of results on a European scale CARMEN workshop - PRATO, 5 March 2007

  8. www.carmenproject.org CARMEN workshop - PRATO, 5 March 2007

  9. Initial Analysis CRM platform & services set-up & customisation Live implementation of services / replication Validation and evaluation Project Management Dissemination CARMEN approach CARMEN workshop - PRATO, 5 March 2007

  10. Initial analysis • Preliminary market analysis: • it gives a picture of the status of CRM within e-Government in Germany, Italy and the UK • Main conclusions • CRM today focuses on integration of existing databases as a key success factor • citizens ask for better customer care, so the PA's demand for CRM solutions is growing • it demonstrates the demand for products like CARMEN across Europe CARMEN workshop - PRATO, 5 March 2007

  11. Why choose CARMEN ? • It is open-source oriented • It has been tested in local authority settings • It can be easily integrated with existing back-office applications • It satisfies gaps and niches which are only partially covered by competitors (e.g. multi-channel) CARMEN workshop - PRATO, 5 March 2007

  12. Platform and services set-up • CRM platform set up • Ancitel > MAS modules and ePolling service • Prato > SMS & Mail Engine and CCTV info management • DFKI > Email Classification and Response Management • Customisation at each site and integration with the selected applications and the existing databases • Internal tests of the pilot services • Live implementation • Replication CARMEN workshop - PRATO, 5 March 2007

  13. Implementation and replication • Definition of a model to re-shape the public administration internal processes, based on the CARMEN citizen-centric model CARMEN workshop - PRATO, 5 March 2007

  14. Validation of CRM platform & services • User involvement • communication plan • selection of users • Training sessions: • for final users (although most interfaces are quite intuitive) • for internal staff in charge of back-office • Monitoring and surveys • processes/CRM modules technical questionnaires/surveys (PA) • customers satisfaction targeted questionnaires (end-users) CARMEN workshop - PRATO, 5 March 2007

  15. Services validation evaluation • Evaluation of results vs. success criteria • Technical evaluation • Complexity of replication process • Financial evaluation • User acceptance • Deployment plan CARMEN workshop - PRATO, 5 March 2007

  16. Black Country Real time alerting for citizens or businesses Citizen interaction (in a business context) E-polling CARMEN workshop - PRATO, 5 March 2007

  17. Member’s Area CARMEN workshop - PRATO, 5 March 2007

  18. User registration (user) CARMEN workshop - PRATO, 5 March 2007

  19. Sheffield's services Licensing Application • Licensed Premises (Pubs & Clubs) • Taxi Licences CARMEN workshop - PRATO, 5 March 2007

  20. CARMEN workshop - PRATO, 5 March 2007

  21. CARMEN workshop - PRATO, 5 March 2007

  22. Page Flow CARMEN workshop - PRATO, 5 March 2007

  23. Page Flow – 2 - Publican CARMEN workshop - PRATO, 5 March 2007

  24. Page Flow – 3 – Publican who is also a taxi Driver CARMEN workshop - PRATO, 5 March 2007

  25. Saarbrücken CARMEN workshop - PRATO, 5 March 2007

  26. Services SMS Service Multichannel Newsletter people living in Saarbrücken     - people born in Saarbrücken but living abroad - people having already visited Saarbrücken (tourist and event information) - SME’s (specific economic information) Free Manual SMS i.E:Information about danger of flooding Event based SMS i.E: Reminder Service for expiry dates of relevant documents CARMEN workshop - PRATO, 5 March 2007

  27. CARMEN Mail Manager Carmen mail manager Templates can be defined forquick semi-automatic response CARMEN workshop - PRATO, 5 March 2007

  28. CARMEN SMS Manager SMS Sending mask- delivery date and time can be defined - Delivery also as Email CARMEN workshop - PRATO, 5 March 2007

  29. Prato • Real Time alerting system • E-polling / e-Consultation • Generic information broadcasting • Thematic newsletter via e-mail & SMS • Notification of pedestrian area permit expiring • Notification of acceptance for applications related to kindergarten services CARMEN workshop - PRATO, 5 March 2007

  30. Replication of services CARMEN workshop - PRATO, 5 March 2007

  31. Thanks for your attention Serena Andriani carmen@labs.it CARMEN workshop - PRATO, 5 March 2007

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