Sheffield City Council is developing an open source Customer Relationship Management platform intended for use in local authorities across Europe.
The council is partnering with other authorities in Europe under the EU funded Citizens Advanced Relationship Management (Carmen) scheme to set up the platform.
It is designed to work with web portals, call centres, SMS and other technologies. Using the system, local authorities and public agencies will be able to build an archive track of service requests that can be used in the development of personal and group profiles.
Ken Bellamy director of e-government at Sheffield City Council said: "By allowing administrators to deal with the public in a more personalized and integrated manner, CARMEN will help to revolutionize the public sector in much the same way that CRM revolutionized the relationship between businesses and their clients."
Sheffield is partnering with Saarbrücken, Prato and the Black Country under the Carmen scheme which is part of the EU's eEurope Action Plan for the development of e-government services. It starts with an 18 month pilot phase where participating cities will test a number of services including traffic and mobility, environmental services and e-democracy.
Quelle: KableNET, 31.10.2005
