During the Smart Cities project Intercommunale Leiedal has been working on personalized online information, in close cooperation with the city of Kortrijk. Web services and an underlying contact database make it possible citizens get personalised information and services from local government. This should create more transparency and better services, and should provide more comfort for citizens, while local government gains insight in the demands and interests of citizens.

1. Customisation
Bart Noels
Intercommunale Leiedal (B)

2. WHY
2

3. Government is complex
3

4. One size fits all ?

5. Free bus pass
Source:
Esd toolkit, UK
5

6. Building permit
6

7. Memori survey Kortrijk region
Face to face
Print
Phone
Mail
website
Practical info Leisure Subventions

8. Memori survey Kortrijk region
Face to face
Letter
Phone
Mail
Website
Meeting
Reporting malfunction / registration activity / formal registration / opinion

9. TARGETS
9

10. Customisation
• Make government less complex
• Cost efficiency - channel swap
• Authentic data on customers/citizens
• Direct dialogue
• Transactions
• Business intelligence

11. Transactions
Channels Information & Personalised
info

12. Benefits Citizen
Channel preference Less complexity
Contextual info
Security
Speed
Comfort
Cost effiency by channel swap
Effective marketing Business
Policy goals intelligence
Benefits Organisation

13. HOW
13

14. Citizen profile
Website platform
SAAS platform
Regional profile Contact database
Local profile SAAS platform
Zwevegem.be
Lendelede.be
Kortrijk.be
kortrij zweve lendel
k gem ede
Contactendatabank: één
instantie

20. 20

21. 21

22. INTELLIGENCE
22

23. Who are your customers?
What do you already know: Socio-economic data
geboorten regio Kortrijk
2.900
Customer use/take up data from records
2.850
2.800
2.750
2.700
2.650
2.600
2.550
1999 2000 2001 2002 2003 2004 2005 2006 2007
Geboorten
Customer’s views – local or national Commercial products
Officer views

24. Types of neighbourhood in Norwich

25. Inferring risks for places and people

26. Questions?
Bart Noels
Intercommunale Leiedal
bart.noels@leiedal.be
www.leiedal.be
www.smartcities.info