The following customer projects are examples from partners and customers who have assisted in the design and input to the Citizen Service Platform and currently make use of the underlying technology.

 

 

City of Zurich
The City of Zurich is optimizing its IT infrastructure by bringing its 15,000 PCs and notebooks spread across 60 service departments in line with one common standard.

 

 

 

City of Camden
The Camden Success Project, consisting of the Contact Camden and the Mayor’s Digital Dashboard systems, ensures that resident service requests and city operations are managed efficiently.

 

 

 

Shireland Language College
This inner-city school has used the Microsoft Learning Gateway to offer personalised learning portals for all students, and help engage parents more closely with learning.

 

 

 

Erik Gerritsen, City Secretary of Amsterdam, discusses how technology and standardisation offers local and regional governments the capability to transform their services.

 

 

 

Tayside Fire and Rescue, Scotland
Providing emergency services to 400,000 people in Scotland, Tayside deployed a unified communications solution to make the most of their limited ICT budget.

 

 

 

Moscow City Government, Russia
The city government has standardised its ICT in a single operating environment to lay the foundation for growth and development of new applications for e-government.

 

 

Greater Shepparton City Council, Australia
The council established itself as a hub for small businesses in the region, promoting regional growth, creating online presence, and helping businesses prosper.

 

 

 

The Queensland Department of the Premier and Cabinet was finding it increasingly difficult to communicate effectively with stakeholders. It deployed an integrated content management system and collaboration portal to streamline content management, allow fast Web site development, and improve collaboration.

 

 

 

 

 

Firefighters relied on detailed emergency information, but much of this was paper based. The service created a central system with mobile access to electronic documents.

 

 

Porto is a serious, national and international city famous for different kinds of initiatives, and in particular in areas such as research and new technology development. In the same way, and with the same spirit, the Municipality of Porto promotes the alliance between tradition and modernity.

With the Executive Portal solution, the Porto City Council's meetings will completely abandon paper and move into the digital domain. City council members now have notebooks and tablet PCs, which intercommunicate through a secure wireless network and – perhaps most important of all - no longer need to copy documents and generate hundreds of thousands of pages each year. In addition to direct cost savings, there are savings in time, human resources and around 11 trees per year.

"In the traditional paper-based model, the entire proposal analysis and approval process was quite time-consuming. Now, by eliminating the physical circulation of proposals, it can practically be done in real time."
— Vladimiro Feliz, City Council Member for Education, Youth and Innovation

 

 

 

 

The town of Aalter in Belgium is home to some 20,000 citizens and is situated in a busy part of Europe just North of Brussels. The local government is one of the few which has an ISO 9000 certification for its process quality standards and is seen as a good reference source of local government processes. Microsoft worked with Aalter to develop the Citizen Service Platform, by capturing a sample of the common processes used to deliver local services and implementing a subset within the CSP. These were then implemented into the Dynamics CRM and Sharepoint Portal Server Platforms. "Now citizens can access their council over the phone, internet and at the Town Hall and we can provide a single view of their services and meet their needs in a single conversation. It also means that we can better track service requests and ensure that we are meeting quality standards at all times, said Luc Jolie CEO."

 

 

 

 

The City of London provides local government, policing and other services for the financial and commercial heart of Britain, the 'Square Mile'. It is committed to maintaining and enhancing the status of the business City as the world's leading international financial and business centre through the policies it pursues and the high standard of services it provides. Its responsibilities extend far beyond the City boundaries in that it also provides a host of additional facilities for the benefit of the nation. These range from open spaces such as Epping Forest and Hampstead Heath to the famous Barbican Arts Centre.

One of the objectives of the City of London was to improve the level of customer experience and provide greater support to the staff by providing a contact centre that could resolve as many queries as possible at the first point of contact.

The result was successfully delivered by using Microsoft Dynamics CRM to provide tools to consistently handle incoming queries and to also integrate directly to back office systems to enable fast access to citizen's questions and service requests. Before it was possible that no one would take direct responsibility for a call and the customer could be passed around the department. Now all that has changed through the contact centre systems, and the results from Jan - Oct 2007 are impressive.

31,955 calls answered
90% of all calls to be answered within 20 seconds
65% of calls resolved at the first point of contact (i.e. not passed on to specialist)

Susan Attard, Deputy Town Clerk says ' We have phased the introduction of a contact centre over 18 months and five phases where each phase consists of a number of customer facing processes being re-engineered and brought from back to front office. This has helped to transform the level of customer service residents and businesses in the City receive.

 

 

 

The city of Waterloo in Belgium is not just famous for its historic battle but also for being an e-community. Thanks to Microsoft Partner Wygwam the city can issue its own hosted email addresses, allowing citizens to have an account associated with the city, and also has an e-councillor colloquially known as Watson. The Watson identity is actually a Web-bot which is able to converse with the citizens through MSN Messenger and answer common questions and direct people to local information. In addition to this Wygwam has build the city a content distribution portal to allow local events to be stored and streamed from the city website into the community. Microsoft has worked with Wygwam to incorporate this technology into the Citizen Service Platform.