Thanks, standardisation is an interesting area. I know data from various channels (face-to-face, telephone, mail, online) is ferquently processed through a common back-office system.
At the national level - The 'old' BusinessLink (Point fo Single Contact) one-stop-shop to assist business access to services in the UK was able to provide a common format to pass-on enquiries generated from the central government web site to the 400 or so local administrations in the UK. The redirection process (to the appropriate local administration) for various location specific enquiries about a variety of local licences, permits and grants etc was undertaken through the type of standardised process you suggest.
At the local level - I was tangentially involved with some Masters students from Cranfield who were undertaking process improvement work with a local administration to better route enquiries through a standardised back office route. I will contact them and ask them to provide some details.
In order to tackle the problems relating to the provision of some services (such as Street Management, Graffiti Cleansing, etc) on an anonymous English Local Authority, the Cranfield Students focused on the interaction between the council and the residents, leaving the provision of the services aside. They examined the flow of information between the residents and the back office (which finally controls delivery of the service). The Local Authority utilises a CRM system to manage some of the customers’ interactions. In this context, a CRM system is simply software that organizes, routes, schedules and tracks citizens’ interactions and the tasks needed to fulfill resident’s requirements. Currently, only interactions carried out by the Call Centre or by the Face to Face channel are completely managed by a CRM system. Contacts performed by Surface Mail or by the Website go directly to back office, without the support of the CRM system. We (the students) consider that the Local Authority will benefit from adopting a fully (or highly) integrated architecture of Information and Communication Technologies. This will help the council to receive and manage the information in a standardised way, delivering a better service to its residents. In order to achieve that, we encourage the local authority to adopt a structure in which all the information is managed by the CRM system regardless of the channel used for interation. This means that interactions carried out not only through the Call Centre and the Face to Face Channel but also through the Web Site and Surface Mail should be stored in the systems using the CRM. Once the information is stored, the CRM will administer the work load, distributing the tasks to the back office workers. If this proposal is successfully carried out then quality and features of the service provided will be identical for the different channels, hence citizens will choose a channel only considering their personal preferences (in term of affinity) and not because seeking to a better or faster response.
Is the organisation well motivated to serve its users in a meaningful way?
Is it charged with the right powers and resources, and sufficiently linked to other stakeholders upon whom users will depend on receiving connected services?
Is the organisation structure right?
How can EU member states share best practice, benchmark against each other, and create a strong network? To such an extent that organisations measure themselves against performance in other countries.
Can be discussed:https://ec.europa.eu/digital-single-market/en/news/egovernment-improving...
Thanks this will be useful basis for background and benchmarking at the workshop.
Take-up of eGovernment (by citizens) is, in my view, one of the core issues in the near future. I regard it as important as the search for the business case in order to attract industry to incorporate eGovernment solutions in their products. Thus thake-up should be discussed in the session.
In this context we may also discuss 'Gamification' as a new and unusual means to facilitate take-up. Translating eGovernment services in (meaningful) games could help to catalyse take-up. Games can offer a very different incentive structure than 'real-life'.
(For more ideas read: Jane McGonigal, Reality Is Broken: Why Games Make Us Better and How They Can Change the World).
Markus, thanks. Gamification is an interesting idea. I'll raise it at the workshop tomorrow. Bon voyage.