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Recent Comments
- Re: Germany announces 311 solution: 115 Behoerdennotruf
By: Dennis Havermans
Date: Jan 11, 2007 4:47 AM
Notification
« Market Analysis on Social Network Analysis Books | Main | To counter insurgency - try to understand your enemies social networks first »
11 January 2007
Germany announces 311 solution: 115 Behoerdennotruf
Citizen Relationship Management - at least the contact center aspect of it, has made its way to Europe. The other day I have been in touch with somebody from Sweden which is looking into the matter. Dutch ministries also showed some interest. Apparently, the same is true for Germany. Shortly before christmas Angela Merkel, the German chancelor, announced the "Behoerdennotruf" (could be translated public agency emergency number) while participating in the "1st National IT Summit" between government and IT industry representatives. The N-11 type contact center would be available through the unified number 115 and available 24/7/365, probably realized by 2009/10. It is supposed to be modelled after New York's 311 solution. The results of a first survey among citizens showed mixed to negative opinions towards the initative. I think the term coined for the initiative is misleading for many people after reviewing some of the discussions on blogs and boards.
A feasibility study is planned to start in March 2007 by the ISPRAT institute, a collaboration between industry and academia (Hertie School of Governance, Frauenhofer, WHU). The institute was founded by Harald Lemke, CIO of the Germany's federal state Hesse. Industry members include Cisco Systems, CSC, Deutsche Telekom AG, Fujitsu-Siemens-Computer, HP, IBM, McKinsey & Company, Microsoft and SAP. You can find the research proposal here (Unfortunately in German only).
Posted by Alexander Schellong at January 11, 2007 12:00 AM
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Comments
The subject Citizen Relationship Management and the Contact Centre in specific indeed is very actual in the Netherlands. The Government has lanched some large initiatives on scale of both local government and national government. Zenc (www.zenc.nl) conducted this research for the government and is helping with the implemenation of it. Furthermore it is good to know that the COntact Centre and Citizen Relationship Management ofte is viewed form a ICT point of view in order to improve the service to the customers.
Posted by: Dennis Havermans at January 11, 2007 4:47 AM