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Enhancing Public Services with the CARMEN Project: CRM for Citizen Engagement

The CARMEN Project (Citizens’ Advanced Relationship Management) aims to revolutionize public sector services across Europe by implementing a new back office system based on Customer Relationship Management (CRM) principles. Supported by the European Commission’s eTEN programme, the project's goal is to improve service delivery through innovative multimedia channels and traditional methods. CARMEN is designed to meet the needs of public administrations and end-users, utilizing an open-source CRM platform, fostering two-way communication, and enhancing efficiency in public sector processes.

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Enhancing Public Services with the CARMEN Project: CRM for Citizen Engagement

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  1. Projectoverview Serena Andriani LABORATORI GUGLIELMO MARCONI

  2. 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

  3. 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 eTENprogramme, which assists the deployment of telecommunication-network-based services (eServices) with a trans-European dimension. CARMEN workshop - PRATO, 5 March 2007

  4. 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

  5. Who are the users? • Two user categories • public administrations • End Users (citizens, enterprises or other organisations) CARMEN workshop - PRATO, 5 March 2007

  6. 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

  7. 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

  8. www.carmenproject.org CARMEN workshop - PRATO, 5 March 2007

  9. Initial Analysis CRM platform & services set-up & customisation Live implementation of services / replication Validation and evaluation Project Management Dissemination CARMEN approach CARMEN workshop - PRATO, 5 March 2007

  10. 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

  11. 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

  12. 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

  13. Implementation and replication • Definition of a model to re-shape the public administration internal processes, based on the CARMEN citizen-centric model CARMEN workshop - PRATO, 5 March 2007

  14. 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

  15. 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

  16. Black Country Real time alerting for citizens or businesses Citizen interaction (in a business context) E-polling CARMEN workshop - PRATO, 5 March 2007

  17. Member’s Area CARMEN workshop - PRATO, 5 March 2007

  18. User registration (user) CARMEN workshop - PRATO, 5 March 2007

  19. Sheffield's services Licensing Application • Licensed Premises (Pubs & Clubs) • Taxi Licences CARMEN workshop - PRATO, 5 March 2007

  20. CARMEN workshop - PRATO, 5 March 2007

  21. CARMEN workshop - PRATO, 5 March 2007

  22. Page Flow CARMEN workshop - PRATO, 5 March 2007

  23. Page Flow – 2 - Publican CARMEN workshop - PRATO, 5 March 2007

  24. Page Flow – 3 – Publican who is also a taxi Driver CARMEN workshop - PRATO, 5 March 2007

  25. Saarbrücken CARMEN workshop - PRATO, 5 March 2007

  26. Services SMS Service Multichannel Newsletter 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) Free Manual SMS i.E:Information about danger of flooding Event based SMS i.E: Reminder Service for expiry dates of relevant documents CARMEN workshop - PRATO, 5 March 2007

  27. CARMEN Mail Manager Carmen mail manager Templates can be defined forquick semi-automatic response CARMEN workshop - PRATO, 5 March 2007

  28. CARMEN SMS Manager SMS Sending mask- delivery date and time can be defined - Delivery also as Email CARMEN workshop - PRATO, 5 March 2007

  29. 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

  30. Replication of services CARMEN workshop - PRATO, 5 March 2007

  31. Thanks for your attention Serena Andriani carmen@labs.it CARMEN workshop - PRATO, 5 March 2007

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