VIDEO OPERATEDCITIZEN SERVICE

Ib Østergaard RasmussenCity Manager

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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

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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!

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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

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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

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Foto: Cisco

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Queuing system

Seating arrangements

for the citizens

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Document camera,

surveillance camera,

scanner and printer

Foto: Cisco

Foto: Cisco

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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.

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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?

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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

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