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Knowledge Base of Innovative E-Government Practices

The Knowledge Base of Innovative E-government Practices is a compilation of recent case studies of Innovative e-government solutions, services and applications. The Knowledge Base does not promote one solution over another, but rather highlights e-government practices that place the citizen in the forefront.

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Vienna Citizen’s Request Management (VCRM)
Institution: The Municipal Government of Vienna
Theme: Electronic and Mobile Government, ICT for MDGs, Knowledge Management in Government
Implementation Date: Jan 01, 2001
Summary: The system, vCRM has been set up to handle not only complaints but also all kinds of requests, ideas and comments.

The vCRM is based on, and can be accessed via, the Internet (including public access terminals). This guarantees instant interaction, quick response and enhanced transparency in dealing with issues raised by the citizens.

The system features coordinated treatment of issues, i.e. a single progressive case number facilitates inter-departmental cooperation; identification of parallel cases, i.e. same files for similar complaints; location-independent availability of information; digital procession of all data and documents and electronic workflow; usability for handicapped users; and, multi-lingual capacity for minority users.
Impact: In 2001 there were about 1,000 cases handled via the vCRM per month. In 2003 that average increased to 4,000 cases.

The system shortened the case processing time from the average of 12.8 days/file to 7 days/file (reduction ca. 42 %). It has integrated15 departments, 97 vCRM groups, and 330 institutional users.
Source: http://www.wien.gv.at/service/zbm/
Project Home URL: https://www.wien.gv.at/buergeranliegen/f_buerger/advcgi/buergeranliegen/buerger_start (in German)
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