Digital municipal services for entrepreneurs Smart Cities Meeting Amsterdam October 20th 2009 Business Contact Centres
Project frame Mystery Shopper Research 2006: Assessment services and information for entrepreneurs using mystery shopping method. (service catalogue + efficiency and accuracy of services). Conclusions: Municipalities are motivated to deliver good services to local entrepreneurs. Less than half of the tested municipalities services meet the requirements Out of the 4 tested information channels, highest scores for personal visit, followed by phone call and services trough website. The service level trough email is inadequate. Enormous differences in quality of the municipal websites. Potential of website as information provider is rarely utilized. Regardless of the channel, services often come short on knowledge. Municipalities fail in delivering correct and/or complete information.
Project goal Stimulate municipalities to develop better digital services for local entrepreneurs and help them in this process Start March 2009 2 year period EFRO-project
Work packages WP1: product catalogue (municipal / digital / entrepreneurs) WP2: Analysis checklist WP 3: Screening of municipal websites WP4: Results: analysis and reporting WP5: Manual and training entrepreneur panels
WP 1: PRODUCT CATALOGUE
Product catalogue In order to evaluate the municipalities digital services for entrepreneurs, a list of services (product catalogue) has to be inventorised. Existing Flemish product catalogue (Leiedal) overview all (incl. non-digital) services for citizens and entrepreneurs services for entrepreneurs services that can be provided digitally Clear, structured and complete list of services a municipality should digitally provide for entrepreneurs.
WP 2: ANALYSIS CHECKLIST
Analysis checklist NOT - Global quality of municipal website - Quality of municipal services for entrepreneurs Standardized measuring instrument for analysis of electronic services for entrepreneurs via Flemish municipal websites.
Analysis checklist Flemish MunicipalWebsites Product catalogue General entrepreneur friendliness Information Interaction Transaction Community
Analysechecklist General entrepreneur friendliness (website) Information for entrepreneurs available? With link on home page? Centralized? (Business counter?) Local business guide? Activity calendar with local businesses activities? Newsletter (digital or digital application) Business related reports or complaints
Analysechecklist Information (product catalogue) Is product available via website? With basic information? With extensive information? With link to (external) information source?
Analysechecklist Interaction (product catalogue) Specific contact data Contact form or direct e-mail address (clickable)
Analysechecklist Transaction Transaction (product (product catalogue) catalogue) Downloadable request form Digital application Digital reception Digital payment Digital status observation File costs or taxes are mentioned Rules and regulations online Information regarding conventional procedure
Analysechecklist Community Community (website) (website) Information regarding business oriented advisory bodies Online discussion and participation tools Information on locally active business associations
WP 3: SCREENING
Screening 308 municipalities September 2009 april/may 2010 Work in progress
WP 4: ANALYSIS / REPORTING WP5: TRAINING
Global results and points of attention Results per municipality Individual scores Comparison global average Comparison reference group Tips & tricks, do s and dont s Intensive training for 20 selected municipalities (innovation plans)
QUESTIONS, REMARKS, CONSIDERATIONS?