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Flexible templates for e-gov services
cross-platform
Bruges, August 11, 2009 -- Bruges let its citizens
communicate directly with the appropriate urban
transport through a simple Web interface. For the
technical development of the urban hotline, Bruges hired IT
services firm CTG. The computer system centralizes all the
questions, reports or incidents and streamlines them automatically
to the competent urban transport. The inter-service
platform is built on the e-gov templates omni tracker and its
objective is a smooth, transparent handling of the
reports.
To 15,000 reports per year provide useful
management information
The municipal decree of 15 July 2005 requires cities
and towns to set up a system of first complaint. Bruges therefore
developed its own urban reporting point out. The starting point was
an accessible service for the public and handling of the reports
within 30 days.
Used to have a separate reporting system each urban
transport. Who were not connected, which often led to
unresolved complaints. Today, the city of Bruges on a
standardized system that will bring together forty city services.
Notifications come through one central point, are centrally
coordinated, but decentralized (by a separate department
responsible) treated. Bruges city now covers an annual
total of 10,000 to 15,000 reports semi-automatically and in a
uniform way. This collection of reports is useful
information for Bruges. Annually, the nature and
quantity of the complaints are analyzed by region so that, where
necessary, adjusted.
Theo Verhaegen, Government Sector Manager at CTG,
explains the uniqueness of the Hotline:
"The hotline has the benefit of urban
citizens, through the central office immediately to correct the
urban transport company and the status of their application via the
Internet using a personal registration always able to follow.
Bruges undertakes all reports within a reasonable time to treat.
Unique to the hotline is that when a message is not resolved after
60 days, the hotline Mediation automatically notifies you. They
shall have access to file the complaint, see where it went wrong
and, according to its own independent assessment startup file a
complaint "
Flexible software service for cross-platform
front-end
The hotline is the first inter-service platform of the
city of Bruges to interact with citizens. Bruges city
wrote a specification for a first web application for the
citizens. A dozen Belgian traders reacted to the end
of 2008 a project to create software tailored to the city of
Bruges. After an analysis of the candidate ate Bruges
finally opted for the flexible omni tracker software service
provider and the skills of CTG.
Lode Nulens, head of ICT at Bruges, said:
"The bids we received came three
large software forward: MS CRM, arco router and omni tracker. Given
the difficulty of the project consisted in determining the workflow
to reflect different services rather than in the configuration, we
chose the most flexible framework, obviously taking into account
all the award criteria. That was omni tracker with easily
customizable e-gov templates. The ICT companies omni tracker in
their bids recordings, opted we CTG. They proved to have the
know-how around omni tracker and have proven experience in
supporting similar e-government
projects."
Define and implement efficient
workflow
The greatest work was to define the workflow from the
notification to the settlement. The entire process of
digital reporting, auto registration, specific assignment to a
controller via (sub) categories for automatic notifications to
responsible citizens, and was defined in omni tracker.
The software was implemented on a Windows Server behind an MS
SQL database. Which stores all the registered person's
messages and their respective status and all actions taken.
The database also allows a link to the internal local people
file for fast and personal record.
The complete setup was duplicated in half server room
via optical fiber connected to the first. Failure of
the first server room hotline remains available to the
public. Furthermore, existing systems such as the
Roads and Environment Foon Foon integrated into the
platform. And the police of Bruges was connected to
the platform. They will receive an automatic
notification by e-mail messages relevant to them via a
Citrix server that they reference.
Used technology offers opportunities for
future projects
City of Bruges, the past three years its back-office
point. The next step in the IT plan, the front-end
applications. The hotline is the first.
Next projects will be addressed are a CRM package, a Digital
Asset Management with Document Management and Enterprise
Database. The technology used for the hotline also
offers immediate opportunities to automate other
applications.
Lode Nulens concludes: "
The framework we set up the hotline, we internally
for other purposes. I am thinking of booking meeting rooms, city
council members to ask questions, etc. Once the process is defined,
it is relatively easy with the same technology to work out other
solutions."
If you would like interview a CTG
consultant, please contact Bert Bouserie
bert@luna.be
About CTG
CTG is an international organization with a complete
range of IT solutions and services to customers in various sectors.
An international network of offices in North America and Europe
offer more than 3,300 IT professionals solutions that work.
In Europe, CTG represented in Belgium, Luxembourg and the
UK.
CTG combines an extensive knowledge and over 40
years experience with a full range of integrated services and
methodologies. Application Solutions, IT Service
Management, Regulatory Compliance and Testing belong to their
domain knowledge.
For more information, please visit www.ctg.be