Project Initiation Document. Pilot name: Process flow software Mavim Municipality: City of Kortrijk Work-package: WP3 Date: July 2010 (v2)

Transcription

1 Project Initiation Document Pilot name: Process flow software Mavim Municipality: City of Kortrijk Work-package: WP3 Date: July 2010 (v2)

2 Contents 1. Introduction Pilot information Pilot name Pilot acronym Pilot website What type of initiative is the pilot? Pilot country Pilot city/region Pilot start date Pilot finish date Pilot operational date Background to the pilot Pilot topics Pilot sector Target users of pilot Description of target users Type of service Overall implementation approach Pilot description Objectives Approach Deliverables Exclusions Constraints Assumptions/dependencies Business case Summary/overview Customer benefits Performance benefits Employee benefits Financial benefits Project benefits Pilot management/organisation Staff/financial resources Reporting framework Pilot plan Risks Co-design Transnational work... 14

3 1. Introduction A project initiation document [PID] is a document that brings together in one place the key information needed to start, manage and evaluate a pilot. All stakeholders should be informed of the development of a PID, and the final PID should be agreed and signed off by the management in municipal partners. The PID should contain information setting out the "who, what, why, when and how" for the local pilot. It should define all major aspects of the pilot, and can be used as a key part in the management of the delivery of the pilot and sets the baselines that will be used in any assessment of the pilot's success. All Smart Cities partners are expected to produce a PID for each local pilot. These will be used by the project and by local partners to measure progress against the aims and objectives set out in each pilot's PID. Many partners will already be expected to develop PIDs for their pilots: in this case relevant information should be copied into this form. 2. Pilot information This section sets out the basic information about your pilot Pilot name What s your pilot project called? Process flow software MAVIM 2.2. Pilot acronym Does the pilot have an acronym? [e.g. SCRAN?] If not, leave blank Pilot website Does the pilot have a local website? If not, leave blank What type of initiative is the pilot? Select all that apply to your pilot. Project or service Network Strategic initiative Award scheme Promotion/awareness scheme Other

4 2.5. Pilot country Belgium Germany Netherlands Norway Sweden UK 2.6. Pilot city/region City of Kortrijk 2.7. Pilot start date Pilot finish date Pilot operational date When did your pilot go live to the public/businesses? Mid Background to the pilot Set out the context for the pilot: why are you interested in doing this work, what issues do you need to address, why do you feel you need to address them etc.. Within the boundaries of introducing a contact centre for the town of Kortrijk (1 central and unique telephone number for FAQ on services) we are currently introducing a new version (upgrade) of the process flow software Mavim. Aim is to connect the product catalogue on our website (front) and our Intranet with the internal processes of our organisation (back office) via the latter. In doing so we are constantly trying to improve our services for citizens. In order to realize this project, we visited the contact center of Oldenburg which uses its website as primary source of information to deliver service to its clients. Processes are there being introduced via a specialized tool into the website. Via the website citizens will in future also be able to access their my page Pilot topics Select all that apply to your pilot

5 Efficiency & Effectiveness, Benchmarking Interoperability Inclusive egovernment eidentity and esecurity eparticipation, edemocracy and evoting eprocurement Services for Businesses Services for Citizens High Impact Services with Pan-European Scope Legal Aspects Multi-channel Delivery Open Source Policy Regional and Local User-centric Services Other Infrastructure 3.2. Pilot sector Select all that apply to your pilot Communication (infrastructure) Crime, Justice and Law Culture and Media Customs Education, Science and Research Electricity/Gas Employment Environment Fire Services Healthcare Internal market Local/Regional Community Development Procurement Social Security Social Services Tax Travel, Transports and Motoring Water Other Social Services Other 3.3. Target users of pilot Select all that apply to your pilot egoverment Administrative Business (self-employed) Disadvantaged/deprived communities Families and children at risk Homeless

6 Business (industry) Minorities and migrants Business (SME) Older people (60+) Citizen Civil society Intermediaries Other ehealth Add Patients General public Health authorities Health professionals einclusion People living in poverty and/or precarity People with anti-social and criminal behavior People with disability People with health and long-term care problems People with no or poor digital literacy SMEs, associations and intermediaries Unemployed people Young people at risk of marginalisation Other Women Any citizen 3.4. Description of target users Please describe your target group and provide some information on size, composition and needs. The users are, on the one hand, those within our organisation that introduce the processes into the software. On the other hand, there are the citizens consulting the website in the search for information on city services Type of service Select the one that best applies to your pilot Not applicable/not available Awareness-raising information Training and education Content provision IT infrastructures and products Participation Inclusive services of general interest Other 3.6. Overall implementation approach Select the one that best applies to your pilot Public administration

7 Private sector Non-profit sector Partnerships between administration and/or private sector and/or non-profit sector

8 4. Pilot description These sections of the PID describe what the pilot will do and how it will do it Objectives What outcomes should be delivered by the pilot? (Business case/benefits should be set out in Section 5) efficiency in the services of municipalities online consulting of city services by citizens transparency of city services for citizens 4.2. Approach How will the pilot do this? By linking the process flow software to the website and the intranet via product information files Deliverables What outputs/processes/procedures/definitions will be delivered by the pilot? Efficient and fast online delivery of services e.g. via webforms Efficient means of transfer of knowledge and expertise from one person to another Tool will also be used for processes involving change within the organisation in order to improve internal and external service Exclusions What issues are outside the scope of the pilot? 4.5. Constraints What issues constrain the pilot? (These will include financial, technical, and timing issues.) 4.6. Assumptions/dependencies Set out the assumptions you have made at the beginning of the pilot particularly if your pilot is dependent upon other projects/pilots. Identify external factors which may affect the pilot.

9 5. Business case Set out why your municipality feels the pilot is necessary, what the pilot seeks to achieve, and what benefits it will deliver. Include how these benefits will be measured (e.g. increased customer satisfaction, faster processing etc.) Summary/overview Improving services on the local level towards citizens by linking the products (product catalogue) on the website to the internal processes (connecting front and back office) Customer benefits Transparency of services, information Introducing new ways of contacting local authorities to obtain information on local services Performance benefits Improving customer service, customer relations focus on customer-friendly service 5.4. Employee benefits efficiency 5.5. Financial benefits Reduction of staff hours via transparent processes to deliver different services 5.6. Project benefits Improving customer relations and customer services via link process software website (product catalogue)

10 6. Pilot management/organisation Set out the organisational structure that will manage your pilot. This should include relevant senior managers, project/pilot managers and staff. Please indicate how the pilot will be managed. City of Kortrijk : Ann Desauw, Hans Verscheure (ict) in collaboration with our human resources departement (Fabienne Rogiers). 7. Staff/financial resources Set out what resources are available to deliver the pilot. This should include what budget and staff the pilot can call upon Funding sources Select all that apply to your pilot Public funding EU Public funding national Public funding regional Public funding local Private sector Charity, voluntary contributions 7.2. Overall cost/budget ( ) euro (VAT included) for software euro (VAT included ) for consultancy euro (VAT included) for training staff resources Ann Desauw : two days a month during 6 months staff resources Fabienne Rogiers :???? staff resources Hans Verscheure??? 7.3. Contribution from local funds ( ) Software 100% Implementation, customization, consultancy: 50% 7.4. Contribution from Smart Cities (regional, in ) Implementation, customization, consultancy: 50% 7.5. Contribution from Smart Cities (transnational, in ) nihil

11 7.6. Staff resources Ann Desauw Hans Verscheure Fabienne Rogiers Preparatory phase? roll-out? 8. Reporting framework How will the pilot report progress, both to local management and to the Smart Cities project? How will the pilot s timelines and reporting mechanisms link with reporting for the Smart Cities project? Monthly reporting??? 8.1. Baselines/zero measuring What baselines do you have? Do you have evidence to how the pilot is need for this p 8.2. How will you measure progress? How will you show how your pilot is progressing? customer relations inquiry via website 8.3. How will you measure the impact of your pilot? e.g. increased citizen awareness/use of a service follow-up of questions and answers concerning services customer relations inquiry via webforms?? 8.4. What local indicators will you use? e.g. surveys of local citizens, businesses web statistics 8.5. What national/transnational indicators will you use? e.g. levels of service use E gov services 8.6. What work-package/subtheme indicators will you use? WP3???

12 9. Pilot plan This should set out how the pilot will deliver the items set out in 4.3, including timelines for all deliverables and outputs. January-Dec 2009 : reconstructing the database and evaluation of existing processes January- Sept 2010 : introducing upgrade within the organisation via appropriate communication and training. elaboration of processes for service concept 1777 (linking products on the website with mavim software as backoffice. 10. Risks Set out the main risks the pilot faces and what steps you will take to manage these risks. - technical risk - preparatory phase

13 11. Co-design With other organizations and institutional partners How are you working with other local organisations / institutional partners to co-design your pilot? At the moment, other local organisations inquire to find out how we are using the mavim software to improve our services. They are very eager to learn from us Co-design with citizens and individuals How are you working with citizens and individuals to co-design your pilot? The mavim software is motor of the new process of improving services for all citizens of our town. It will be used by the internal call center (service center 1777) to enhance services and to provide all information concerning local services most rapidly via the telephone The impact of co-design How has this work changed your pilot are you doing anything differently?

14 12. Transnational work Transnational links What other municipalities and pilots are you working with as you develop/deliver your local pilot? We look at how the partners handle process description Transnational learning How are you incorporating transnational learning into the design/implementation of your pilot? We followed the approach of Smart Cities, which links processes as much as possible directly to delivery of services Transnational outputs How will your pilot contribute to the project s transnational outputs? What transnational outputs will it contribute to, and what do you expect the contribution to look like? Documentation of method and results