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The Portuguese Municipality of Matosinhos Links Back-Office Data With Online Service Delivery to Make Life Easier for Citizens and Civil Servants

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Executive Summary

The project to improve city services became known as SIMPLIFE (Simplify). The main goal was to see what motivated the citizens to go to the city hall. The author identified over 2,000 different reasons to go and talk to the municipality." By solving the three core areas of SIMPLIFE, Matosinhos hoped to improve the decision support for elected officials and public managers -to improve staff productivity and increase citizen satisfaction. Microsoft Dynamics CRM was used to capture details of citizens' interactions, and to help civil servants understand their reasons for visiting central offices.

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