The Municipality of Haarlem is working with Seneca to raise customer contact registration to a fundamentally higher level. Information manager Martin van der Plas emphasizes the need for the user-friendliness of the new customer contact system. "It must be fully tailored to the work of the customer contact center, because if the user is happy, he makes his customer happy."
Prior to the tender, careful thought was given to exactly what the municipality wanted. With a good overview of the process, the stakeholder and the implementers, a few scenarios of ideal procedures were made. “We had that translated into a user interface,” says Van der Plas, “followed by a set of requirements. Some CRM systems came close to our ideal, only the suppliers we approached almost all dropped out. They probably shied away because of the large number of links that had to be established between the various system components. Seneca was willing to invest in the Customer Contact System that we had in mind. ”
Since the end of 2015, we have worked hard to shape the management board that the KCC people work with. The first phase, the integration of almost all customer channels into one control board, has now been completed. “The KCS works with two screens,” says Van der Plas. “Customer contacts come in on the left screen of the control board; telephone, e-mail, social media and some of the web forms. The right screen shows the information needed to properly handle customer contact. With this method, we ultimately aim for 80 percent first-line handling, although we will not achieve that at this stage. For this, the links with the back office systems still have to be realized - working in a case-oriented way. As an advance on this second phase, we are already working with one uniform registration method, independent of the channel. Assigning types and categories makes the link to our back office more flexible in the next phase. ”
One channel that has not yet been included in the integration is the counter. Burgerzaken handles these customer contacts directly in their own system. Every municipality is struggling with too many separate and disconnected knowledge systems. Van der Plas knows that you cannot solve this problem only with case-oriented work. “In automation, municipalities are still not finding enough links with citizens and businesses. Their digital self-service is growing, but a lot more is needed. That is why we will be working on data virtualization and an enterprise search machine in the third phase, in 2017. To achieve all this, we have found a very good partner in Seneca that understands our ambition package. Their modular approach is also completely in line with our need to remain an independent party. The KCC employees had to get used to the new system", says Van der Plas. “We really had to convince them to forget about the old Outlook e-mail handling, for example. The funny thing is that they are now urging us to quickly come up with the following functionality. "
This interview was conducted by DNU publishing group and published in ICT / Government
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