CARMEN

The objectives are: ? To increase customers satisfaction, buy-in and loyalty to city services ? To provide innovative and enhanced services to citizens ? To generate new two way communication between citizens and public administrations ? To provide a solution without the public administration investing a lot of expenditure ? To ensure citizen services are accessible and easy to use ? To provide value for money and trim down public administrations internal processes ? To increase the attractiveness of areas as good places to live and work ? To encourage economic sponsorship of new and existing businesses

The Carmen project aims at helping public administrations respond more efficiently to the needs of the citizens through the use of a model that determines the future needs and requirements of the public sector. Contrarily to the private sector, citizens are just starting to be considered as customers in the public sector. Public administrations need to respond to customers' demands as well as anticipate them through the use of new technologies. Carmen aims to adapt the private sector's use of Customer Relations Model (CRM) technology for the public sector. For this purpose, various services among the existing applications will be selected and integrated in the model.

• Knowledge management and knowledge engineering

• Information Provision