The municipality of Cascais is part of the Lisbon Metropolitan Area, and manages a total of six counties with over 170,000 inhabitants. To improve its Citizen Care Services, (citizen meaning both individuals and companies residents in the County), the Council decided to implement an innovative solution to manage processes and unify information.
The information comes from various areas/departments within the Council and is congregated in each citizen’s file: one citizen, one source, one view, one high quality provided service.
The municipality needed an efficient, geographically dispersed solution to interact with local residents, but capable of being a One Stop Shop service. The result: a Citizen CRM platform.
The solution offers a single service interface and an improved overall view on residents. Municipal services can quickly and efficiently access all information from various divisions to provide residents with a unified service – quick and efficient.
The Citizen CRM One Stop Shop allows citizens to access Council customer services through various channels, such as telephone, fax, letter, sms, Council’s web site and in person.
Benefits and Impacts
• Management and unification of citizen information
• One Stop Shop service outlets
• Process speed increased
• Quality service increased
• Improved local resident understanding by municipal services
Lessons learnt
• First stage team involvement
When implementing a project that involves a new cross functional platform providing Citizen Care Services, it is important to involve all interveners in an early stage, be it Council directors, supervisors or end-users, from Front, Middle and BackOffice. This way the new solution will be used from the beginning with enthusiasm
•Project Phasing for quick wins
Breaking down a project with a wide scope is fundamental.
It helps implementing next stages with lessons learnt from the previous phase, allowing for continuous improvement. It controls costs and allows for financial readjustments. It provides quick wins, where users can experience the benefits of seeing a part of the project go live, and evaluate its results
•Permanent analysis
Constant Citizen satisfaction survey, and channel usage is important to adjust care services procedures. This also helps to validate whether the project is in line with the pre established plan.