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