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Ville d'Anvers logo

Ville d'Anvers

Antwerp makes access to its services easier with a SAP CRM tool

Design and installation of a CAP CRM platform that simplifies access to services and processing Antwerp residents' requests


Objectives: develop on-line services for residents

The Ville d’Anvers wanted to make access to its services easier and diversify the access methods.

Requests for administrative documents, such as marriage certificates, birth certificates or residency certificates, can now be made by e-mail of telephone.

The request is then dealt with directly by the local authority's services and the resident can then access an on-line answer using his/her electronic identity card.

The objective was to also simplify the processing of complaints suggestions, information requests or application for places in crèches by installing a CRM tool.

 

Our assistance: implementation and integration of a NetWeaver / SAP CRM gateway

The town chose a SAP CRM platform with a NetWeaver gateway. SQLI EOZEN assistance related to:

  • implementing SAP CRM interconnected to the municipal IT system
  • dynamic screen creation
  • integrating a workflow to automate request transfer to the right administrative department.
  • Integrating requests for places in crèches into the system
  • implementing SAP CRM Complaints Management to manage complaints

Results: immediate return on investment and better service to residents

Installing the SAP/CRM solution has simplified access to public services. The multi-channel (e-mail, telephone...) approach makes residents requests easier.

At the same time, response times are shorter because data centralisation is improved.

In summary, this system has produced a net improvement in the quality of service provided to the public.

This initiative by Ville d’Anvers was also recognised in 2008 when it won a prize for e-government.

Other Secteur Public references

IRSN logo

IRSN

IRSN has contracted EoZen for the development of its IT system

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Reference : IRSN detailed

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The Ministry of agriculture moves up to CMMI® level 2

Last June, the Ministry of Agriculture, Food and Fisheries, Rural and Regional Planning became the first Ministry to obtain its CMMI® 2 evaluation!

Reference : Ministry of Agriculture detailed

Ville de Toulouse logo

Ville de Toulouse

Les nouvelles technologies au service du bien-être à Toulouse

Géolocaliser les dégradations et mobiliser instantanément les équipes de nettoyage, c’est désormais possible grâce à l’application Androïd développée par SQLI.

Reference : Ville de Toulouse detailed

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