Institutional portal - Municipality of Milan

CUSTOMER EXPERIENCE UNIT 

• Support to the Director in the definition, development and monitoring of the CRM (customer/citizen relationship management) plan, with particular reference to the experience of interaction with the Administration
• Management of relationships on social channels, or community management, understood as interactions requesting information and/or services and/or interventions and/or reports relating to the activities of the Administration in conjunction with the Customer Operations and Contact Center Unit, as well as with the Communication Area and the Press Office of the Mayor's Office
• Connection with the competent structures of the Administration and with the other Milanese service entities (ATM, A2A, Amsa, and companies owned by the Municipality or entities delegated to manage the services) in the context of managing relationships on the social channel
• In collaboration with the Departments involved, definition and/or optimization (analysis of the existing situation, identification of critical issues and opportunities for improvement) and documentation of the various cross-channel paths or customer journeys with the aim of simplifying and rationalizing access to particular services and information resources of the Administration
• In conjunction with the Departments involved, analysis and optimization of points of contact, interaction and information (modules, pages, forms, etc.) with the citizen/city user for an optimal experience of access and use of particular services and information resources of the 'Administration
• In coordination with the Departments involved, design and planning of contact moments in relation to particular services and information resources of the Administration - also based on the specificities of the recipients - in collaboration with the Communication Area of ​​the Mayor's Office
• In collaboration with the Departments involved, analysis of traffic and, where possible, of the socio-demographic characteristics of the audience in collaboration with the Information Systems and Digital Agenda Department
• In collaboration with the Departments involved, planning, development and management of traffic acquisition plans, visibility and positioning of particular services and information resources of the Administration in digital environments in collaboration with the Communication Area of ​​the Mayor's Office and the Information Systems and Agenda Directorate Digital
• Support to the Communication Area and the Press Office of the Mayor's Office in the analysis of online reputation (the most debated and relevant areas and contents for citizens and perception/sentiment), also through specific tools defined in conjunction with the Information Systems Management and Digital Agenda
• Support to the Information Systems and Digital Agenda Management for the strategic and user experience design of the portals and apps of the Municipality of Milan
• Planning
• Support to the Communication Area and Press Office of the Mayor's Office in defining the editorial plan for social networks, designing campaigns and managing the related advertising budget 
• In collaboration with the Milano Smart City Association, support to the Departments involved in the development, definition and management of digital services/tools for the promotion of the territory and in the production and management of content within the editorial plan of the yesmilano.it portal 
• Support to the Director, for the part of his competence, in relation to participation in the Communication Committee within which the guidelines and contents, also from a graphic point of view, of the Communication Plan and all initiatives will be defined and shared of communication of the Institution

CUSTOMER OPERATIONS AND CONTACT CENTER UNIT 

• Support to the Director in the definition, development and monitoring of the CRM (customer/citizen relationship management) plan, with particular reference to operational CRM activities and response to the citizen/city user
• Planning of the periodic sizing of internal and external human resources necessary for the functioning of the Infoline 020202 service, guaranteeing the necessary integration, also in relation to the needs expressed by the individual Departments
• Coordination and management of resources assigned to the Contact Center Infoline 020202 
• Support to the relevant Directorate and to all the Directorates involved in the identification, design and/or implementation of new services that can be provided in Contact Center mode, in conjunction with the various Back Office Offices of the Institution
• Mapping and permanent analysis of the information needs of the operators assigned to the Contact Center, also based on reports from the Communication Area of ​​the Mayor's Office
• Organisation, in coordination with the Organization and Human Resources Directorate, the Communication Area of ​​the Mayor's Office and the structures involved, of training modules on communication for operators assigned to the Contact Center Infoline 020202
• Organisation, in synergy with the relevant management, of training modules on the use of the tools assigned to the operators of the Contact Center Infoline 020202
• Monitoring and guaranteeing the quality of the service provided in conjunction with the Customer Intelligence Unit
• Analysis of the quality level of the communication provided by the operators and of the Infoline Service 020202 
• Management of complaints/suggestions/reports relating to the functionality of the Infoline Service 020202 and coming from citizens 
• Development of improvement actions necessary for the optimization of the Contact Center Service, capitalizing on the information underlying the complaints received
• Monitoring the efficiency of the telephone bar and the related IVR flows, for the purpose of constant development and optimization of the messaging system
• Coordination of web editorial staff on the "write" service

CUSTOMER INTELLIGENCE UNIT 

• Support to the Director in the definition, development and monitoring of the CRM (customer/citizen relationship management) plan, with particular reference to analytical CRM activities and listening to the needs of the citizen/city user
• Support to the relevant Directorate and to all the Directorates involved in the identification, design and/or implementation of services and processes that can be traced back to the CRM, in conjunction with the various Back Office Offices of the Institution
• In collaboration with the Departments involved, qualitative-quantitative and multi-channel analysis of interactions with the citizen with the aim of identifying critical areas and opportunities for improvement both in terms of operational CRM (responding to/managing the request of the citizen/city user) and in key to analytical CRM (listening/understanding the needs of the citizen/city user)
• In collaboration with the Departments involved and with the Communication Area of ​​the Mayor's Office, analysis of the knowledge management documentation (faqs, manuals, response templates, etc.) and evaluation of proposals for improvement and simplification with reference to both the contents and the tools/modes of use
• In collaboration with the Departments involved, analysis of flows and procedures in the context of managing the relationship with citizens, definition/optimization and documentation of flows and procedures in conjunction with the CO and CX units
• In coordination with the Departments involved and with the Data Analytics unit, proposal of objectives and KPIs to measure the quality of the relationship with the citizen/city user and - where required - the efficiency of the service provided. Design of dashboards and dashboards that allow the constant monitoring of the identified indicators
• Definition, development and monitoring of a qualitative-quantitative survey plan aimed at detecting the perceived quality and degree of satisfaction of citizens and city users with respect to the services provided and the management of relationships with users, in agreement with the Departments involved and with the possible collaboration and support of the Data Analytics unit and the Information Systems Department 
• Support to Management in the definition, development and monitoring of corrective and improvement actions following the findings carried out
• Management and updating of the Customer Satisfaction Procedure in agreement with the SGQA Manager and participation in the activities of the Quality Committee as far as it is concerned.
• Support to the Managements in the preparation and/or updating of the Service Charters, also through the definition of service quality standards in collaboration with the Data Analytics Unit, and in the preparation of "listening" and customer satisfaction measurement procedures
• Collaboration with the other Units of the Area, each for the part of competence, in the implementation of the new CRM system Support to the Director, for the part of competence, in relation to participation in the Communication Committee within which they will be defined and shared the guidelines and contents, also from a graphic point of view, of the Communication Plan and all the organisation's communication initiatives

UNIT DATA ANALYTICS

• Support to the Director in the definition, development and monitoring of the CRM (customer/citizen relationship management) plan, with particular reference to reporting activities
• Management and monitoring of periodic reporting activities, defined in the CRM plan
• Methodological support to the Departments involved in activities related to CRM and activities relating to the management of the relationship with citizens and city users in the organization of data, to improve its readability, for the purposes of increasing the efficiency of the activities carried out
• Methodological and statistical support to the Area Units in the management, processing and analysis of complex data
• Methodological support to the Area Units, in agreement with the Directorates involved, in the definition of objectives and KPIs to measure the quality of the relationship with the citizen/city user and - where required - the efficiency of the service provided. Supervision and verification of the design of dashboards and dashboards that allow the constant monitoring of the identified indicators
• Definition, coordination and management of in-depth analyzes and analyzes to be conducted with respect to defined thematic areas or specific requests resulting from customer satisfaction surveys, in collaboration with the CI unit and the Departments involved
• Definition of metrics and configuration of tools, in collaboration with SIAD and the competent organizational structures for analysis activities on the different channels of interaction with citizens, for the purpose of identifying optimization opportunities
• Collaboration with the other Units of the Area, each for their part of competence, in the implementation of the new CRM system 
• Support to the Managements, in collaboration with the CI Unit, in the definition and/or updating of the indicators present in the Service Charters and the related monitoring methods
• Support to the Director, for the part of his competence, in relation to participation in the Communication Committee within which the guidelines and contents, also from a graphic point of view, of the Communication Plan and all initiatives will be defined and shared of communication of the Institution
• Support to the Sport, Tourism and Quality of Life Area in the management of various Observatories dedicated to the issues of Tourism, territorial and urban marketing, in agreement with the competent Areas and the Smart City Association, in order to collect and study the relevant data and consequently monitor the attractiveness and competitiveness of the territory