[esocialaction] Open Source 'Citizen Relationship Management' PilotPlanned

[Dearden, Andrew M]

If people want to get involved with CARMEN, let me know. I know the people at Sheffield City Council who are involved.


Andy

Andy Dearden
Communications & Computing Research Centre
Sheffield Hallam University
Sheffield
S1 1WB

Tel: 0114 225 2916
email: a.m.dearden at shu.ac.uk 

-----Original Message-----
From: esocialaction-bounces at email-lists.org [mailto:esocialaction-bounces at email-lists.org] On Behalf Of Yuwei Lin
Sent: 16 November 2005 13:38
To: esocialaction at email-lists.org
Subject: [esocialaction] Open Source 'Citizen Relationship Management' PilotPlanned


Thought folks might be interested in this in E-Government Bulletin, 
Issue 199 (14 November 05)?

/yuwei

-----------------------------------------------------------
Open Source 'Citizen Relationship Management' Pilot Planned
-----------------------------------------------------------

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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