1. Leiedal Status report Local activity Sept 2008 – Oct 2009 WP3 Meeting October, 20-21 – 2009 - Amsterdam

2. About Leiedal 13 municipalities Regional body > regional projects Core business: giving added value by regional projects and platform for exchange and support

3. What we do Shared services –GIS –Websites –Online communication –Services & software Community –Training –Support –Exchange Inspiration and innovation –EU projects –Policy –Regional strategy

4. Smart Cities will strengthen and challenge existing initiatives and regional platforms in the Kortrijk region. “

5. Smart Cities for Leiedal Learning Sharing >> new or better knowledge & benchmark What we want to have done at the end of Smart Cities –Sustainable methodologies: co-design, customer profiling, customer service organisation, academic involvement –Tangible shared services: personalised and geobased web services, contact centres –Tests built on experiences partners: wireless –Change of mindsets & mentality: customer first

6. How? Methodologies: learning on meetings and by exchanging & implementing cases IT-projects > shared services –Contact database –Personalised web services –Geobased web services –Business information services Wireless: copy best practices & tests Change of mindsets –E-government academies –Workshops, meetings, speeches, talks, visits,… –Surveys and customer research

7. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

8. Policy E-strategy Organisational change Fusion of IT and gov/business “Translation work”: personas, use cases E-gov academies and ateliers (workshops)

9. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

10. Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation

11. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

12. backoffice midware autentification Regional business data systemRegional contact database

13. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

14. Services (product catalogue) Existing product catalogues -Quality control -Best practices dissemination -Relation to customer contact centres: definition of a-b products Belgian/Flemish product catalogue Contributions Leiedal -Template -Knowledge -Workshops -Implementation 2010-… -Link with EU service list

15. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Policy Academic research: How? What? Why? Channel choice

16. channel Implementing forms Promoting newsletters Following approach Kortrijk (call centre case) Building methodology and knowledge for channel choice built on “answer” and academic work To do: identify wireless pilot “Atelier” with several municipalities working on contact centres Channel choice

17. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

18. personalization localisation

19. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

20. Customer profiling Building methodology and knowledge for customer profiling Training: e-gov academy and presentations User research & online surveys Sept/Oct: regional survey / survey Kortrijk To do: Panels GIS analysis Getting esd-profile data on groups and channel preferences explore other methods

21. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

22. Process descriptions To do: -Regional work group -Exchange -Best practices -Technic advice -Knowledge on process descriptions

23. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

24. Service development Child care information services Parking information Personalised business information Business portals / target group information To do: more co-design !

25. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

26. Survey Memori @ 3 municipalities of Kortrijk region Target: -Know more on e-environment -Benchmark -Testing out new ideas -Priority setting To do: -Write and explain what we do -Better academic involvement in terms of interaction, q&a, transnational input -Define questions which are transnationally and locally relevant

27. Services (product catalogue) channel backoffice midware channel Monitoring efficiency (organisational view) Monitoring effectiviness and impact (holistic view on policy impact) transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?