Amsterdam Antwoord (Amsterdam Answers) was introduced October 2006. For all separate departments and services a citizen can find answers to questions concerning local government by dialling 14 020 or surfing to www.amsterdam.nl. Amsterdam consists of 14 neighbourhood councils and over 30 departments: a very complex situation. With 14 020 as a portal a citizen doesn't need to search anymore. He can find the answer to his question easy en fast. Public services have improved with approximately 30% in almost one year.

Policy Context

Amsterdam has a number of channels (box office, phone, e-mail, internet) through which 'customers' (i.e. citizens, businesses, visitors) may contact us. Since 2003 specific attention has been given to improve the service levels for all channels. This attention was boosted after the council's decision in 2004 to initiate a Contactcenter formula for public information services.

Description of target users and groups

Citizens, businesses/entrepeneurs and visitors.

Description of the way to implement the initiative

The management approach being used is called 'program management'. The city government has appointed a program manager and installed a fulltime, professional project organisation in combination with an external longtime partnership for development and maintenance. The program manager was supported by a group of stakeholders and 9 expert teams, each with their own field of expertise. The project was divided in 3 sub-projects, each with milestones in time. Multi-channel issues: Information services are completely integrated. The knowledge base is used to service incoming calls, website (self service), e-mail response and visitors at the box office.

Main results, benefits and impacts

Reports: over the first period of operation the market share of 14 020 has grown from 0 to about 30% of all incoming calls. First call resolution has grown (from around 40) to 60%. Self service on the internet has been introduced. In a period of only 9 months about 3000 cases have been introduced. The impact is definately sustainable as public services will improve on a permanent basis, with a permanent monitor on both the internal proces and the external developments in technical posibilities. Innovation: Organizational changes focused on improvement of public service.The novelty lies in the integration of all front office activities. Prior to 'Amsterdam Antwoord' the lack of consistent information would result in various answers to the same question, especially when the subject of inquiery is covered by several departments. Amsterdam Antwoord doesn't influence responsibilities, but emphasizes the importance of consistent answers to questions involved, and urges the leading department to produce and maintain information in the knowledge base.

Return on investment

Return on investment: Not applicable / Not available

Track record of sharing

De city of Amsterdam participates in nationwide projects to improve and innovate public services. Many city council representatives have already visited the contact center location. All project information is available for other public organisations.

Lessons learnt

Stay focused on the purpose: the customer must be served well! New technology is not the problem, old technology is. Organizational changes to improve public service are most important. Scope: Local (city or municipality), Regional (sub-national)