Webversie Onderzoeksrapport Webcare bij...

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WEgovernm

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!!!!!!

!Onderzoeksrapport!!Webcare!bij!Gemeenten!Een$verkenning$van$de$kosten$en$baten$van$webcare$

!!!!!!!!!!!!!!!!!!!!!!!!!!!Versie!2.0!14!november!2014!!Auteur:!Otto!Thors,!WEgovernment!Opdrachtgever:!Frank!Faber,!Ministerie!van!Binnenlandse!Zaken!!! !

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Inhoudsopgave!!Management!Samenvatting!!1.! Inleiding"......................................................................................................................................"7"

1.1" Aanleiding"............................................................................................................................"7"1.2" Definitie"..............................................................................................................................."7"1.3" Aanpak"................................................................................................................................."8"1.4" Leeswijzer"............................................................................................................................"8"

"2.! Intenties!van!Webcare"............................................................................................................."10"

2.1" Start"Webcare"...................................................................................................................."10"2.2" Afdeling"Webcare".............................................................................................................."10"2.3" Intentie"Webcare"..............................................................................................................."10"2.4" Berichten"zenden"..............................................................................................................."12"2.5" Webcare"themas"..............................................................................................................."12"

"3.! Teamsamenstelling!en!Personele!inzet"..................................................................................."13"

3.1" Personele"inzet".................................................................................................................."13"3.2" Aantal"uren"webcare"per"medewerker".............................................................................."13"3.3" Andere"Taken"....................................................................................................................."13"3.4" Opleidingsniveau"medewerkers"webcare".........................................................................."13"3.5" Directe"kosten"personele"inzet"webcare"..........................................................................."14"3.6" Piekbelasting"......................................................................................................................"14"3.7" Selectiecriteria"medewerkers"webcare"............................................................................."14"

"4.! Procesinrichting!en!Samenwerking"........................................................................................."16"

4.1" Teamleider"Webcare"........................................................................................................."16"4.2" Aansturing"Webcare".........................................................................................................."16"4.3" Kosten"aansturing"webcare"..............................................................................................."16"4.4" Aanverwante"taken"webcare"............................................................................................."16"4.5" Kosten"aanverwante"taken"webcare"................................................................................."17"4.6" Procesbeschrijving"webcare".............................................................................................."17"4.7" Samenwerking"webcare"en"andere"organisatieonderdelen".............................................."17"

"5.! Kanaalkeuze!en!Tooling"..........................................................................................................."20"

5.1" Twitter"..............................................................................................................................."20"5.2" Facebook"............................................................................................................................"20"5.3" LinkedIn"............................................................................................................................."20"5.4" Youtube".............................................................................................................................."20"5.5" Google+".............................................................................................................................."20"5.6" Pinterest"............................................................................................................................."21"5.7" Instagram"..........................................................................................................................."21"5.8" Flickr"..................................................................................................................................."21"5.9" Overige"social"media".........................................................................................................."21"5.10" Social"Media"gebruik"inwoners"......................................................................................."21"5.11" Social"Media"Tools"..........................................................................................................."21"5.12" Externe"opleiding"............................................................................................................."22"5.13" Interne"training"................................................................................................................"22"5.14" Gebruikersondersteuning"................................................................................................"22"5.15" Opleidingsbudget"Personeel"..........................................................................................."22"5.16" Facebook"Advertenties"...................................................................................................."23"5.17" Prijzengeld"......................................................................................................................."23"5.18" Hardware"........................................................................................................................."23"

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6.! Aantallen!Dienstverleningsverzoeken,!Doorlooptijden!en!Afhandeltijden"..........................."24"6.1" Meting"Coosto"..................................................................................................................."24"6.2" Aantal"webcare"berichten".................................................................................................."24"6.3" Registratie"webcare"berichten"..........................................................................................."25"6.4" Spreiding"over"de"dag"........................................................................................................"25"6.5" Relatie"webcare"met"Digitaal"Loket"..................................................................................."25"6.6" Openingstijden"webcare"...................................................................................................."25"6.7" Piketdiensten"Webcare"......................................................................................................"25"6.8" Reactietijden"Webcare"......................................................................................................"26"6.9" Oplostijden"Webcare"........................................................................................................."26"6.10" Doorverwijzen"................................................................................................................."26"6.11" Aanpassing"website"door"webcare".................................................................................."26"

"7.! Klanttevredenheid!en!Metrics"................................................................................................."27"

7.1" Key"Performance"Indicatoren"............................................................................................"27"7.2" Klanttevredenheid"onderzoeken"......................................................................................."27"7.3" Effect"webcare"op"aantal"klantverzoeken"via"andere"kanalen".........................................."27"7.4" Groei"trend"webcare".........................................................................................................."28"7.5" Opbrengsten"van"webcare"................................................................................................."28"7.6" Valkuilen"van"webcare"......................................................................................................."29"7.7" Uitdagingen"voor"webcare"................................................................................................."31"

"8.! Conclusies!en!Aanbevelingen".................................................................................................."33"

8.1" Conclusies".........................................................................................................................."33"8.2" Rekenmodel"Webcare"......................................................................................................."35"8.3" Webcare"kosten"per"klantvraag"........................................................................................."36"8.4" Volwassenheidsmodel"social"media"...................