[esocialaction] Open Source 'Citizen Relationship Management' Pilot
Planned
Yuwei Lin
yuwei at ylin.org
Wed Nov 16 13:38:27 GMT 2005
Thought folks might be interested in this in E-Government Bulletin,
Issue 199 (14 November 05)?
/yuwei
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Open Source 'Citizen Relationship Management' Pilot Planned
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An open source software system allowing councils to manage their
relationships with local citizens using SMS text messages, the internet
and call centres is to be tested in several European cities next year.
The 'CARMEN' (Citizens Advanced Relationship ManageMENt) system will
automatically assign requests to a member of staff and record all
contacts. "The local authority will build up a database of metrics on
how and when customers contact the council, which can assist it in
providing services in an improved and more appropriate manner," said
Susie Ruston of Accenture.
Ruston is working as CARMEN project manager for Sheffield City Council,
one of the four cities which will test CARMEN in the areas of
e-democracy; e-health; personal services; the environment; and traffic
and mobility. "These services will be integrated into CARMEN and
evaluated with a view to replicating them in other cities," Ruston said.
Other participating areas include Commune di Prato in Italy; the Black
Country Consortium in the UK, made up of public, private and voluntary
sector partners; and Saarbrucken in Germany.
CARMEN has been funded by one million euros from 'eTen,'
(http://fastlink.headstar.com/eten1), a European programme aiming to
encourage use of electronic services.
--
Yuwei Lin | yuwei at ylin dot org
http://www.ylin.org
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