Embed Size (px)
Citation preview
Generalitat de CatalunyaDepartament de la PresidènciaDirecció General d'Atenció Ciutadana
Marta Continente [email protected]
Citizen care centric: the new border
2005-2009
Citizenship
Focus in a citizen-care-centric and balanced relationship (Citizenship - Government / Demand - Offer)
ww
w.g
enca
t.ca
t
E-C
atal
un
ya
HC
3
OV
T /
OV
TE
012
- 50
12 e
Mai
l
Scalable
Efficiency Personalization ParticipationTransparency
Efficiency Personalization ParticipationTransparency
Public administration
Citizen Care Centric
41.000.000 I / year 142.800.000 I / year
50 %Reduction in the cost of maintenance of solutions
50 %Reduction in time to market
350 %Increase of the number of attention interactions
2005 2009
50 %Reduction in the development solutions’ cost
Outcomes
ww
w.g
enca
t.ca
t
E-C
atal
un
ya
HC
3
OV
T /
OV
TE
012
- 50
12 e
Mai
lScalable
Center of Competence on Citizen Care
GecopediaGecodesk
Methodology
12 gencatSolutions
Teamwork:Community of Practices 482 members
Metrics and evaluation
Multichannel protocolsand training
Group e-Catalunya Citizen Care
Citizen CareCommunity of Practice
gencat
