In September 2006 the town of Wevelgem launched an online single contact point. Requests and incident reports sent in by citizens are captured via different channels (telephone, fax, e-mail, website, desk,...), tracked throughto the organization from registration until completion.
The Digital Social House Harelbeke is a web-based public services catalogue giving citizens or companies a clear view of what the local administration has to offer, by identifying the public services, (e.g. permits, information and support), by describing these services in a consistent way and by presenting the information in an user-friendly way. Questions answered in a product catalogue include: What is this service about? Who is this service intended for? Is this service free or charged and what are the different steps in the procedure?
People and businesses need to know not only what services local administrations provide but also where the nearest services are. This is not just about what is geographically nearest as they may exist on the edge of a service delivery or catchment area so the location which serves them may not be nearest in terms of miles.
As a result of a discussion with the Shaping the Future and Norfolk Ambition partnerships, it was clear that a big boost to support the cultural and creative sectors in Norfolk would be a comprehensive events database. These sectors - together with the Tourism sector - make up more than a third of all employment in Norfolk. At present the marketing of their services is fragmented.
The function of a helpdesk is to act as front office, as contact point for the customers and also to discharge the downstream areas in their communication to the customer as intermediary. The more distinct this task is, the further its processes extend to other core processes of the IT Management. With the aim of being consumer-friendly - offering a fast, friendly and professional solution - the HelpDesk has the important task of dealing with and solving a large number of disturbances and consumer inquiries directly.