Thursday, 25 February 2010 10:02
Quickscan QNH assists municipalities with concrete actions and recommendations
When setting up a Customer Contact Center (KCC) in the context of the E-Overheid (E-Government) programme, information and communication technology is not the most important factor. This is the conclusion that 15 Dutch municipalities arrived at during a seminar organised by QNH on the subject of structuring a KCC.
The KCC serves as a ‘lever' to structure various aspects of the E-Overheid. Municipalities indicate they are struggling with the question of how the KCC can be set up in a pragmatic and phased manner. The improvement of the service provision has a major impact on the entire organisation, whereby cultural changes and behaviour play an important role. Important challenges are getting and keeping employees involved and guaranteeing the cohesion between the many initiatives and projects.
QNH developed a Quickscan that delivers valuable insights, improvement points and accompanying actions. Based on these actions municipalities can get the KCC project back on track and successfully complete it. The QNH approach ensures that the KCC is operationally sound, so that municipalities can effectively and efficiently service their citizens, companies and institutes.
