Digital municipal services for entrepreneurs Smart Cities Meeting Amsterdam October 20th 2009 Business Contact Centres Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Project frame • Mystery Shopper Research 2006: Assessment services and information for entrepreneurs using ‘mystery shopping’ method. (service ‘catalogue’ + efficiency and accuracy of services). • Conclusions: – Municipalities are motivated to deliver good services to local entrepreneurs. – Less than half of the tested municipalities’ services meet the requirements – Out of the 4 tested information channels, highest scores for personal visit, followed by phone call and services trough website. The service level trough email is inadequate. – Enormous differences in quality of the municipal websites. Potential of website as information provider is rarely utilized. – Regardless of the channel, services often come short on knowledge. Municipalities fail in delivering correct and/or complete information. Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Project goal • Stimulate municipalities to develop better digital services for local entrepreneurs and help them in this process Start March 2009 2 year period EFRO-project
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Work packages • WP1: product catalogue (municipal / digital / entrepreneurs) • WP2: Analysis checklist • WP 3: Screening of municipal websites • WP4: Results: analysis and reporting • WP5: Manual and training entrepreneur panels
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
WP 1: PRODUCT CATALOGUE
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Product catalogue • In order to evaluate the municipalities’ digital services for entrepreneurs, a list of services (product catalogue) has to be inventorised. Existing Flemish product catalogue (Leiedal) – overview all (incl. non-digital) services for citizens and entrepreneurs services for entrepreneurs services that can be provided digitally • Clear, structured and complete list of services a municipality should digitally provide for entrepreneurs. Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
WP 2: ANALYSIS CHECKLIST
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysis checklist NOT - Global quality of municipal website - Quality of municipal services for entrepreneurs Standardized measuring instrument for analysis of electronic services for entrepreneurs via Flemish municipal websites.
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysis checklist Product catalogue
Flemish MunicipalWebsites
General General entrepreneur entrepreneur friendliness friendliness Information Information Interaction Interaction Transaction Transaction Community Community
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysechecklist General General entrepreneur entrepreneur friendliness friendliness (website) (website)
• Information for entrepreneurs available? – With link on home page? – Centralized? (Business counter?) • Local business guide? • Activity calendar with local businesses activities? • Newsletter (digital or digital application) • Business related reports or complaints Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysechecklist Information Information (product (product catalogue) catalogue)
• Is product available via website? – With basic information? – With extensive information? – With link to (external) information source?
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysechecklist Interaction Interaction (product (product catalogue) catalogue)
• Specific contact data • Contact form or direct e-mail address (clickable)
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysechecklist Transaction Transaction (product (product catalogue) catalogue)
• • • • • • • •
Downloadable request form Digital application Digital reception Digital payment Digital status observation File costs or taxes are mentioned Rules and regulations online Information regarding ‘conventional’ procedure
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Analysechecklist Community Community (website) (website)
• Information regarding business oriented advisory bodies • Online discussion and participation tools • Information on locally active business associations
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
WP 3: SCREENING
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
Screening • 308 municipalities • September 2009 – april/may 2010 Work in progress
Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
WP 4: ANALYSIS / REPORTING WP5: TRAINING Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
• Global results and points of attention • Results per municipality – Individual scores – Comparison global average – Comparison ‘reference group’
• Tips & tricks, do’s and dont’s • Intensive training for 20 selected municipalities (innovation plans) Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
QUESTIONS, REMARKS, CONSIDERATIONS? Onderzoekscentrum KHMechelen, Onze-Lieve-Vrouwestraat 94, 2800 Mechelen, T. +32 15 369 300, F. +32 15 369 309, www.memori.be
