VIDEO OPERATED CITIZEN SERVICE - Cisco · Ib Østergaard Rasmussen City Manager. LITY CENTRES....
Transcript of VIDEO OPERATED CITIZEN SERVICE - Cisco · Ib Østergaard Rasmussen City Manager. LITY CENTRES....
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VIDEO OPERATEDCITIZEN SERVICE
Ib Østergaard RasmussenCity Manager
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ON
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Citizens are CUSTOMERS. Customers shall
experience service at the highest level and always be meet by competent personal and services.
Citizens are our PARTNERS
CIT
IZEN
SER
VIC
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Getting citizens involved before designing the final IT solution. Seek to understand as well as to be understood
That a significant number of citizens use the unmanned Citizen Service Center. Set a goal.
That employees cope with the new ways of servicing our citizens.
Making citizen involment central to the organisations values and strategic direction.
Have courage!
CR
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IAFO
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A desire to be renowned for used state of the art, advanced technology – i.e. CISCO
Unmanned video operated Citizen Service Center
Unmanned video operated reception at Town Hall
Units are operated by the same Call Centre
Longer openings hours with less personnel
CO
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Phone calls to the Citizen Service Centre
Switchboard for the entire administration
Virtual receptionist for Town Hall
Personal appearances at the Citizen Service Centre
Video operated remote attendance for Citizen
Service in Væggerløse
SMS/chat-services
CA
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Foto: Cisco
VIR
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Queuing system
Seating arrangements
for the citizens
WH
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ITIZ
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Document camera,
surveillance camera,
scanner and printer
Foto: Cisco
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Foto: Cisco
TH
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Foto: Cisco
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DIG
ITA
LW
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A H
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FA
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Employees resistance to new workflow and organizational changes
Political pressure to ensure, that citizens are still served face-to-face!
Skepticism amongst Works Committees and Labor Unions, that the new system will lead to cutbacks.
Citizens may feel that the level of service is lowered.
Pratical difficulties with operating the technical solution.
PO
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How can we best manage our resources, cut expenses and maintain the professional expertise whilst offering the same level of services to our citizens at all six locations?
How can we stay closely connected with our citizens and be present in their local environment?
But, how can we involve citizens in an early stage knowing, that’s meetings can be “hijacked” with one perspective?
And, Are we ready to allow a forum for opposing views and criticism before the IT design is done?
FAC
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Use media to tell the story
Community presentation
Frequent communication with citizens
Citizens are given opportunities to learn about and form the new system
Transparency builds credibility which builds understandings and cooperation with the citizins
Involve a citizen advisory board and acknowledge contributions
CO
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YO
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