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(E-) Service 6 april Theo Keulen Boedapest. PAG 2 E-service – why? Client wants time and place independent service (24/7) Apply and use of modern technology.

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Presentation on theme: "(E-) Service 6 april Theo Keulen Boedapest. PAG 2 E-service – why? Client wants time and place independent service (24/7) Apply and use of modern technology."— Presentation transcript:

1 (E-) Service 6 april Theo Keulen Boedapest

2 PAG 2 E-service – why? Client wants time and place independent service (24/7) Apply and use of modern technology Automatic standard procedures: saving time and preventing errors Personal coaching only for clients who really need it Budget constraints 2011 en further on. PAG 2

3 PAG 3 E-Service delivery VISION: The client will receive a complete and full package of services via the Internet. This service delivery is time and place independent PAG 3

4 PAG 4 Characteristics (e-)service delivery model Internetstrategy Full, equivalent and interactive Networks Single data interogate Dynamic profiling PAG 4

5 PAG 5 Conditions Clients have to demand for and trust E-service (no obligation). It has to work technically perfect (performance, speed, no errors). It has to be functional (handy and accessible). There must be sufficient ‘extra’ in E-service (value). All channels open/integrated for support (multichannel).

6 PAG 6 Servicemodel PAG 6 Werk.nl Personal info Coaching Results “the first hour” Supply of services Income secure Activities Profiling Choose channel Life Event Workplan contract Workplan contract Activitycentre “my work and income” Matching Work customerservice

7 PAG 7 (E)COACH Working on work and chances entrance to your own instruments The “learning client”(and organisation). Smart advices Communicationplatform Clientprofile Triggers for actions (E)coach Activities & communication Activities & communication Search & apply skills Matching tools Profile & CV Education & Competences Test yourself Work on shortcommings Jobindicator Supply of services e.g. workshops Klantprofiel in de Klantprofiel in de Zoek & sollicitatie vaardigheden Zoeken en matchen Profiel en CV Opleiding & Competenties Test U zelf Belemmeringen aanpaken Kansen verkennen & verbreden Aanbod diensten vestiging client Profile Actions and results “learning client & organisation” Workplan

8 PAG 8 Customer assistence Internetpersonal Information & Helptext FAQ’s KCC E coaching Case Load Face To face

9 PAG 9 Implementationcalender Pilots (5) sept - dec 2010jan - april 2011april ………2011/2012 Testimplementation per district (11) National scale in fases Semi-automated proces Automated proces + interaction with


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