1. Project overview Serena Andriani LABORATORI GUGLIELMO MARCONI

2. CARMEN workshop - PRATO, 5 March 2007 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)

3. CARMEN workshop - PRATO, 5 March 2007 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 eTEN programme, which assists the deployment of telecommunication-network-based services (eServices) with a trans-European dimension.

4. CARMEN workshop - PRATO, 5 March 2007 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.

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

6. CARMEN workshop - PRATO, 5 March 2007 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

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

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

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

10. CARMEN workshop - PRATO, 5 March 2007 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

11. CARMEN workshop - PRATO, 5 March 2007 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)

12. CARMEN workshop - PRATO, 5 March 2007 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

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

14. CARMEN workshop - PRATO, 5 March 2007 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)

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

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

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

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

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

20. CARMEN workshop - PRATO, 5 March 2007

22. Page Flow

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

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

25. CARMEN workshop - PRATO, 5 March 2007 Saarbrücken

26. CARMEN workshop - PRATO, 5 March 2007 Multichannel Newsletter SMS Service 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) i.E:Information about danger of flooding i.E: Reminder Service for expiry dates of relevant documents Event based SMS Free Manual SMS Services

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

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

29. CARMEN workshop - PRATO, 5 March 2007 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

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

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