social media conference - bart noels rennie hooi
TRANSCRIPT
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OpeningUpSociale media bij het organiseren en vormgeven van dienstverleningRennie Hooi & Bart Noels
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WIE?
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Sociale media
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De revolutie
http://www.youtube.com/watch?v=0eUeL3n7fDs&feature=plcp
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DIENSTVERLENING
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Facetten van dienstverlening
Visie en beleid
Team, informatie en middelen
Gebruikers
Kanaalstrategie
Klikken, bellen, loketbezoek
Impact meten
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Dienstverlening = verstandig combineren in een totaalaanpak
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Samenwerking is voorwaarde
RT @craigmcgill: It hasn't been mentioned by name but silos seem to be getting cited as a cause of problems in #socialmedia adoption
Idem voor:• Balie• Telefoon• Web• …
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Stap voor stap
Eerst een visie
Eerst een strategie
Eerst weten wat je wil
Dan kanalen inzetten
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ZOETERMEER – DE OPDRACHT
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OPDRACHT
Basis: Collegeprogramma 2010 – 2014
Externe dienstverlening – Antwoord –
zaterdagopenstelling – Stadspas
Centraal uitgangspunt: Digitaal, tenzij…
Filosofie: Het bevorderen van de zelfredzaamheid van
de burgers
Doel: Het aantal contactmomenten nu en in de
toekomst in lijn brengen met de beschikbare middelen.
_
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dag van de dienstverlening – Algemeen
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KANAALSTRATEGIE
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KANAALSTURING ZOETERMEER
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Kosten per kanaal:
Telefonie 14 079 2011: € 3,87 2014: €
1,55
Balie 2011: € 26,50 2014: €
18,00
E-mail 2011: € 4,50 2014: € 0,00
Webformulieren
Live-chat 2011: € 5,75 2014: €
0,00
Sociale Media 2011: € 1,20 2014: € 0,00
Kanaalsturing
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WAT DENKT U?#kostenbesparing #integraalwerken #klantgericht #sturen
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Vragen rond e-inclusie
http://www.youtube.com/watch?v=8IdXcD4X7bQ
http://www.youtube.com/watch? v=8O4BOUHjuCI
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Hoe normaal is digitaal?
Bron: Memori, Lessius Hogeschool Mechelen (september 2012) VDAB en de sociale ondernemers Levanto, Stebo, Jobcentrum en Job & Co
Bezit:• 90% Belgen heeft internet• 4 op 5 surft dagelijks
Vaardigheden:• kansengroepen: mondeling is norm• digitale kanalen zijn bijkomend, en mits deel
van mix
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“Are the traditional technologies of public services – official letters, a fixed address, legal jargon, complex paper forms, expensive journeys to council buildings – any less excluding than a web browser or a mobile phone?" (Andy Gibson)
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VAN KLANT NAAR BURGER
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VRAGEN?#crowd sourcing #co-design #burgerschap
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