Project Initiation Document. Pilot name: 1777 Municipality: City of Kortrijk Work-package: WP3 Date: July 2010 (v2)

Transcription

1 Project Initiation Document Pilot name: 1777 Municipality: City of Kortrijk Work-package: WP3 Date: July 2010 (v2)

2 Contents 1. Introduction Pilot information Pilot name Pilot acronym Pilot website What type of initiative is the pilot? Pilot country Pilot city/region Pilot start date Pilot finish date Pilot operational date Background to the pilot Pilot topics Pilot sector Target users of pilot Description of target users Type of service Overall implementation approach Pilot description Objectives Approach Deliverables Exclusions Constraints Assumptions/dependencies Business case Summary/overview Customer benefits Performance benefits Employee benefits Financial benefits Project benefits Pilot management/organisation Staff/financial resources Reporting framework Pilot plan Risks Co-design Transnational work

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4 1. Introduction A project initiation document [PID] is a document that brings together in one place the key information needed to start, manage and evaluate a pilot. All stakeholders should be informed of the development of a PID, and the final PID should be agreed and signed off by the management in municipal partners. The PID should contain information setting out the "who, what, why, when and how" for the local pilot. It should define all major aspects of the pilot, and can be used as a key part in the management of the delivery of the pilot and sets the baselines that will be used in any assessment of the pilot's success. All Smart Cities partners are expected to produce a PID for each local pilot. These will be used by the project and by local partners to measure progress against the aims and objectives set out in each pilot's PID. Many partners will already be expected to develop PIDs for their pilots: in this case relevant information should be copied into this form. 2. Pilot information This section sets out the basic information about your pilot Pilot name What s your pilot project called? Pilot acronym Does the pilot have an acronym? [e.g. SCRAN?] If not, leave blank Pilot website Does the pilot have a local website? If not, leave blank. Part of the city-website (www,kortrijk.be/1777) and What type of initiative is the pilot? Select all that apply to your pilot. Project or service Network Strategic initiative Award scheme Promotion/awareness scheme Other

5 2.5. Pilot country Belgium Germany Netherlands Norway Sweden UK 2.6. Pilot city/region City of Kortrijk 2.7. Pilot start date Pilot finish date Pilot operational date When did your pilot go live to the public/businesses? 04/01/2010

6 3. Background to the pilot Set out the context for the pilot: why are you interested in doing this work, what issues do you need to address, why do you feel you need to address them etc.. The city took the option to gradually make every more services and information offered by th accessible via one telephone number. Because on the Flemish level we have the 1700 free number, the city has chosen This is a free number Pilot topics Select all that apply to your pilot Efficiency & Effectiveness, Benchmarking Inclusive egovernment eidentity and esecurity eparticipation, edemocracy and evoting eprocurement Services for Businesses Services for Citizens High Impact Services with Pan-European Scope Interoperability Legal Aspects Multi-channel Delivery Open Source Policy Regional and Local User-centric Services Other Infrastructure 3.2. Pilot sector Select all that apply to your pilot Communication (infrastructure) Crime, Justice and Law Culture and Media Customs Education, Science and Research Electricity/Gas Employment Environment Internal market Local/Regional Community Development Procurement Social Security Social Services Tax Travel, Transports and Motoring Water

7 Fire Services Other Social Services Healthcare Other 3.3. Target users of pilot Select all that apply to your pilot egoverment Administrative Business (self-employed) Business (industry) Disadvantaged/deprived communities Families and children at risk Homeless Minorities and migrants Business (SME) Older people (60+) Citizen Civil society Intermediaries Other ehealth Add Patients General public Health authorities Health professionals einclusion People living in poverty and/or precarity People with anti-social and criminal behavior People with disability People with health and long-term care problems People with no or poor digital literacy SMEs, associations and intermediaries Unemployed people Young people at risk of marginalisation Other Women Any citizen 3.4. Description of target users Please describe your target group and provide some information on size, composition and needs. Target = all the citizens of Kortrijk and the people who want some information about the city of Kortrijk: visitors of Kortrijk, people working in Kortrijk, people using infrastructure of Kortrijk..

8 3.5. Type of service Select the one that best applies to your pilot Not applicable/not available Awareness-raising information Training and education Content provision IT infrastructures and products Participation Inclusive services of general interest Other 3.6. Overall implementation approach Select the one that best applies to your pilot Public administration Private sector Non-profit sector Partnerships between administration and/or private sector and/or non-profit sector

9 4. Pilot description These sections of the PID describe what the pilot will do and how it will do it Objectives What outcomes should be delivered by the pilot? (Business case/benefits should be set out in Section 5) Well-known central contact point Quick and direct service without additional connections Raise quality level in the answers on the questions Pilot is focused on phone-channel 4.2. Approach How will the pilot do this? One central and free number to reach the City. Bring employees from different teams into one, exchange knowledge, discuss with the different teams the line between front office and back office support the 1777 using existing tools as service-catalogue on website, software for registration of incidents, process-description tool, web forms simultaneously update products in service-catalogue start with limited number of services and increase after periodic evaluation 4.3. Deliverables What outputs/processes/procedures/definitions will be delivered by the pilot? Improved service catalogue, Roadmap for implementing new services on 1777 Roadmap for using service catalogue and process-description tool in other channels as desk Set of indicators to measure the work/success of Exclusions What issues are outside the scope of the pilot? Other channels than desk and website

10 4.5. Constraints What issues constrain the pilot? (These will include financial, technical, and timing issues.) There is no specific budget allocated for this project, no new employees. It has to be organised by changing in the existing means Assumptions/dependencies Set out the assumptions you have made at the beginning of the pilot particularly if your pilot is dependent upon other projects/pilots. Identify external factors which may affect the pilot. Merging the Front office of 3 existing incident management systems: Werk aan de weg, rap en rein, algemeen meldpunt Focus on peoples administration as first additional service Focus on phone

11 5. Business case Set out why your municipality feels the pilot is necessary, what the pilot seeks to achieve, and what benefits it will deliver. Include how these benefits will be measured (e.g. increased customer satisfaction, faster processing etc.) Summary/overview It was agreed at the start of the governance period to introduce a short and free telephonenumber in order to simplify accessibility of the city and increase the customer satisfaction Customer benefits Easy access to information or service A free number One short number, easy to remember More hours accessible than former hours of phone and desk 5.3. Performance benefits Shorter response time, less phone contact than before to reach same information 5.4. Employee benefits Less phone calls for people at BO In calls are connected to BO is should be immediately to the right person and only for more difficult topics 5.5. Financial benefits Better, more and more efficient service using the same budget It is very difficult to calculate financial benefits. There should be made to many assumptions beforehand (e.g. number of calls avoid to connect with BO, duration of calls) 5.6. Project benefits Raising efficiency and raising quality can be combined Awareness of phone-channel in the organisation

12 6. Pilot management/organisation Set out the organisational structure that will manage your pilot. This should include relevant senior managers, project/pilot managers and staff. Please indicate how the pilot will be managed. Project manager service, Team manager of 1777-team, Management team, Bench of Mayor and Aldermen 7. Staff/financial resources Set out what resources are available to deliver the pilot. This should include what budget and staff the pilot can call upon Funding sources Select all that apply to your pilot Public funding EU Public funding national Public funding regional Public funding local Private sector Charity, voluntary contributions 7.2. Overall cost/budget ( ) Staff: see 7.6 Software : consulting, analyse, license: upgrade : Contribution from local funds ( ) Entire costs except for the parts claimed in Smart Cities (regional part) 7.4. Contribution from Smart Cities (regional, in ) Project manager (50 % of staff cost), team leader (50%) Consulting costs, implementation, conversion old database: EUR x 50%

13 7.5. Contribution from Smart Cities (transnational, in ) Nil 7.6. Staff resources Project manager: 0,2 FTE: Team leader: 0,5 FTE: Team members: 2 FTE:

14 8. Reporting framework How will the pilot report progress, both to local management and to the Smart Cities project? How will the pilot s timelines and reporting mechanisms link with reporting for the Smart Cities project? Internal reporting per quarter: 8.1. Baselines/zero measuring What baselines do you have? Do you have evidence to how the pilot is need for this p As we didn t have a contact center it is difficult to have zero measuring. We have a reference of the 4 former phone numbers we have moved to the label of But there is no detailed information available How will you measure progress? How will you show how your pilot is progressing? Number of phone calls, number of additional connections to get answer, The number and Type of questions to be answered in first-line by 1777 versus the number of connections to BO Question the users of the service 8.3. How will you measure the impact of your pilot? e.g. increased citizen awareness/use of a service See What local indicators will you use? e.g. surveys of local citizens, businesses The number of cases in publications of the City where the number is mentioned as contact, The reduction of number of calls directly to BO The acquaintance for citizens of 1777 (small survey) If possible, the 1777team forwards people to the website to complete form in order to prevent visits to the office if not necessary: number of forms completed in website in relation with type of calls in What national/transnational indicators will you use? e.g. levels of service use Possibly similar indicators of similar contact centres of Flemish government (1700) or other cities as e.g. Gent

15 8.6. What work-package/subtheme indicators will you use? 9. Pilot plan This should set out how the pilot will deliver the items set out in 4.3, including timelines for all deliverables and outputs. 10. Risks Set out the main risks the pilot faces and what steps you will take to manage these risks. Discussions between different teams on front office and back office Complexity of questions <> skills of staff Lack of flexibility in the organisaton to do changes in short time after periodic reporting 11. Co-design With other organizations and institutional partners How are you working with other local organisations / institutional partners to co-design your pilot? No Co-design with citizens and individuals How are you working with citizens and individuals to co-design your pilot? The idea is to redirect if needed We will first have a quality-check and customer survey The impact of co-design How has this work changed your pilot are you doing anything differently? To be done

16 12. Transnational work Transnational links What other municipalities and pilots are you working with as you develop/deliver your local pilot? Not working together, but we did learn from partners in SCX Transnational learning How are you incorporating transnational learning into the design/implementation of your pilot? Best practices from Example from the contact centre in Oldenburg Customer contact centre in Edinburgh Transnational outputs How will your pilot contribute to the project s transnational outputs? What transnational outputs will it contribute to, and what do you expect the contribution to look like? Story about how to start up a contact center from scratch List positive and negative experiences bring together in SCX CCC guide