L’équipe de VOIRIN Consultants invite la semaine prochaine la ville de Montréal pour une série de rencontres sur des questions de gestion de la relation usagers.
En effet, la Ville de Montréal est sans doute avec celles de Londres et Barcelone l’une des grandes métropôles mondiales à avoir développé une culture et un dispositif orientés usagers les plusaboutis.
Celui-ci connaît comme point d’entrée le 311 - numéro unique d’accès… à de multiples services.
Ce dispositif - qui est bien plus qu’un call center - permet de traiter des demandes variées d’administrés. Il est encore connecté avec le site Internet, des bases de connaissances variées, l’ensemble des outils fondamentaux du système d’information et des réseaux radio…
L’une des bases de connaissances centrales est nommée “SHERLOCK‘ ; c’est une réelle banque d’information municipale…
Vous souhaitez chercher des informations sur les pistes cyclabes (ce n’est pas la saison là-bas), la fiche sherlock s’affiche…
Nous vous tiendrons informés dans de prochains billets…
L’étape suivante d’un tel système pourrait être d’avoir des solutions et usages Web 2.0.
En effet, on peut imaginer en effet demain qu’en complément des textes présents dans sherlock on puisse contribuer en tant que citoyen de Montréal… voire que l’on témoigne d’une satisfaction dans le service rendu.
La solution ‘numérique‘ de la Ville de Montréal n’en demeure pas moins exemplaire…
Belle réussite…
Frédéric CREPLET est docteur en Sciences de Gestion. Il est Professeur Associé des Universités (Université Louis Pasteur de Strasbourg), intervenant pour le compte d’HEC Montréal, et membre du BETA. 
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