All rights reserved © 2006, Alcatel Greeting Center e-Government Business Process Optimization Dr....
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Transcript of All rights reserved © 2006, Alcatel Greeting Center e-Government Business Process Optimization Dr....
All rights reserved © 2006, Alcatel
Greeting Center
e-Government Business Process Optimization
Dr. Josef THOMA
All rights reserved © 2006, AlcatelGreeting Center | Page 2 /19
Front-Desk =
primary Access to Communication
Do you know it
from a
Citizen Perspective ?
All rights reserved © 2006, AlcatelGreeting Center | Page 3 /19
Highlights
Tasks to Perform Critical Success-Factors Conclusion
All rights reserved © 2006, AlcatelGreeting Center | Page 4 /19
Required Tasks
Recognize Citizen Requests
Frequently asked Questions
Who knows the Answer ?
All rights reserved © 2006, AlcatelGreeting Center | Page 5 /19
WHY a Greeting-Center ?
Like saving Costs ?
Importance of Efficiency at Work ?
Like to know your Business ?
All rights reserved © 2006, AlcatelGreeting Center | Page 6 /19
WHO needs a Greeting-Center ?
Any Business, that has to
communicate ( ) its
Products and
Services
.... that is EVERYONE
All rights reserved © 2006, AlcatelGreeting Center | Page 7 /19
Technolgy
Tools
Call Center
Collaboration
All rights reserved © 2006, AlcatelGreeting Center | Page 8 /19
Technolgy
Call Center
Answers: WHO & WHAT finds optimal Resource delivers Statistics for free Feedback on Organization
All rights reserved © 2006, AlcatelGreeting Center | Page 9 /19
Technolgy
Collaboration in Real-Time
Conference (Tel/Video/Web) Document Sharing Instant Messaging Virtual Open-Plan Office
All rights reserved © 2006, AlcatelGreeting Center | Page 10 /19
Collaboration - Presence
... an Open Plan Office
All rights reserved © 2006, AlcatelGreeting Center | Page 11 /19
Highlights
Tasks to Perform Critical Success-Factors Conclusion
All rights reserved © 2006, AlcatelGreeting Center | Page 12 /19
Critical Success-Factors
Sound Strategy Precise Implementation “Sell” the Idea to the Staff
define the Result !
w/o Organization no Greeting-Center!
All rights reserved © 2006, AlcatelGreeting Center | Page 13 /19
Critical Success-Factors
Technology = Tool Watzlawick’s 2nd Law
Factor Trust & Credibility
Important: Face to Face - Meetings
easy Usability
All rights reserved © 2006, AlcatelGreeting Center | Page 14 /19
Succes needs a holistic Approach
Technology Solution
Solution
All rights reserved © 2006, AlcatelGreeting Center | Page 15 /19
Highlights
Tasks to Perform Critical Success-Factors Conclusion
All rights reserved © 2006, AlcatelGreeting Center | Page 16 /19
.... the Key to Success
Sound Strategy
Precise Implementation
“Sell” the Idea to the Staff
All rights reserved © 2006, AlcatelGreeting Center | Page 17 /19
Technology & Organization
make a happy Citizen !