project overview serena andriani laboratori guglielmo marconi

Projectoverview

Serena AndrianiLABORATORI GUGLIELMO MARCONI

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)

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.

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.

CARMEN workshop - PRATO, 5 March 2007

Who are the users?

Two user categories– public administrations– End Users (citizens, enterprises or other organisations)

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

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

CARMEN workshop - PRATO, 5 March 2007

www.carmenproject.org

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

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

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)

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

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

Proposed Process

Syst

ems

SCC

SCC

Ope

rativ

eC

usto

mer

Supporting Documentation

YES

NO

Customer Completes Application

Licence Received

Background Checks

Licence Issuance

Customer Contacts SCC

Scrutiny

Rejection Letter with

details

Possible Apeal

Approved

SCC Registration

Process

Customer Logs on to Portal

MAS AuthenticationConfirmation

Letter / Certificate Issuance

CredentialsRecieved

LDAP Registration

Customer Selects eForm

MAS Authorisation

Portal Forms Store

CMS Registration

eRegistration Process

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)

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

CARMEN workshop - PRATO, 5 March 2007

Black Country

Real time alerting for citizens or businesses

Citizen interaction (in a business context)

E-polling

CARMEN workshop - PRATO, 5 March 2007

Member’s Area

CARMEN workshop - PRATO, 5 March 2007

User registration (user)

CARMEN workshop - PRATO, 5 March 2007

Sheffield's services

Licensing Application– Licensed Premises (Pubs & Clubs)– Taxi Licences

CARMEN workshop - PRATO, 5 March 2007

CARMEN workshop - PRATO, 5 March 2007

CARMEN workshop - PRATO, 5 March 2007

Page Flow

CARMEN workshop - PRATO, 5 March 2007

Page Flow – 2 - Publican

CARMEN workshop - PRATO, 5 March 2007

Page Flow – 3 – Publican who is also a taxi Driver

CARMEN workshop - PRATO, 5 March 2007

Saarbrücken

CARMEN workshop - PRATO, 5 March 2007

Multichannel NewsletterMultichannel Newsletter SMS ServiceSMS 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

CARMEN workshop - PRATO, 5 March 2007

CARMEN Mail Manager

Carmen mail manager

Templates can be defined forquick semi-automatic response

CARMEN workshop - PRATO, 5 March 2007

SMS Sending mask- delivery date and time can be defined- Delivery also as Email

CARMEN SMS Manager

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

CARMEN workshop - PRATO, 5 March 2007

Replication of services

CARMEN workshop - PRATO, 5 March 2007

Thanks for your attention

Serena Andrianicarmen@labs.itSerena Andrianicarmen@labs.it