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       Telefonica recherche partenaires E-TEN
       Thu, 4 Sep 2003 14:13:48 +0200 (MEST)

eTEN Programme
Action Line: eGovernment (eAdministration)
Proposal Name   eWForce
Municipal Workforce Management Service

This project aims to introduce a service that enables quick and efficient
management of municipal field work orders derived from requests made by

Telefónica I+D

A significant number of claims and requests made by citizens to local
council administrations would finally lead, if properly captured and
managed, to creation of work tasks to be carried out by distributed field
workforces (field work orders). Just to mention a few examples, we may
consider requests for reparation and installation of urban furniture
elements (street pavements, lamps, benches, etc) or requests for
intervention of municipal services like gardens & parks maintenance
services, police services, towing services, cleaning services, etc.
In many municipalities, however, citizens have to find the necessary time to
visit council administration offices, wait to be attended and, finally, fill
the necessary forms to formulate their requests. Even in those
municipalities where efficient channels to interact with citizens are in
place, administration processes are not automated to the extend of managing
citizen requests on-line once they are captured. Indeed, there are many
manual procedures typically carried out during the period between the points
in time at which a given request is registered and the proper work orders
are performed in the field. All these circumstances frequently constitute a
barrier which persuades citizens from interacting with their council
administrations to express their actual claims and needs.
This project aims to introduce a service that enables quick and efficient
management of municipal field work orders derived from requests made by
citizens. The service will provide:
 Internet and wireless electronic channels enabling on-line interaction
with citizens in order to capture field work requests, report status of
existing requests and register subsequent reclamations, if any
 full automation of the field work requests lifecycle, from registration of
field work requests through work completion, eliminating manual procedures
which may imply delay on service
 open interfaces enabling easy integration with existing or in-development
systems: programmed work orders generating systems (i.e., systems that
generate plans for periodic maintenance of urban furnitures, etc) call
centers and portals for citizens
 a complete field workforce management solution which maximizes efficiency
of field work forces, while controlling operational costs and giving
priority to accomplishment of service level commitments with citizens
The need for a service of this nature is common to most of the cities and
municipalities in Europe (if not all) and implies a strategic step towards
transformation of existing councils into e-councils. Initial deployment of
the service in selected municipalities is scheduled to start in January
2005. Current project covers the market validation phase during year 2004.
The proposed service will be based on the InstantFORCE product, a leading
Workforce Management platform developed by Telefónica I+D which was selected
as "Best Vertical Domain Application" at OMG's 2003 Object Awards. This
product, combined with mobility and business intelligence products provided
by other companies, members of the project consortium (see section Erreur!
Source du renvoi introuvable.), implements the core functionality of the
service. Configuration and customization efforts are required, but they
represent a minor percentage (10% aprox.) of the global effort that were
needed if the service were developed from the scratch.

The project workplan is based on the accomplishment of objectives defined in
the list of workpackages given below:


WP1 includes efforts for regular Steering Board and Technical Advisory
Committee meetings, operation of the Project Office, as well as
communication and document management infrastructure.
WP2 includes efforts devoted to further analyze the dimension of the
potential market of the proposed service. A more detailed study about the
state of the art about management of municipal field work services will be
conducted. As a result of this initial market analysis, a draft business
plan will be produced. This draft business plan will be revised at the end
of the project (WP6).
WP3 and WP4 cover development and validation of pilot versions of the
proposed service. Development and validation of pilot versions will include
several iterations thus leading to several pilot versions. A significant
number of users from identified council administrations are involved in both
working packages with the mission of specifying service requirements as well
as validating final usability of the service. A local solution integrator
will be implied for each council (the one which has played the role of
integrator and provides support for existing related services) trying to
ensure that the proposed service is easily configurable an customizable to
meet specific local council requirements.
WP5 cover dissemination activities. Peer reviews involving new council
administrations different from the ones already identified would be carried
out within this package. These peer reviews will be arranged in the form of
a series of workshops, seminars and discussion groups.
WP6 cover the final phase of the project focused on development of a final
deployment report documenting the findings of the project, enumerating
deployment barriers and challenges for the administration and including a
revised business/investment plan. This deployment report will cover
information the following information:
 Potential and expected service user population
 Service definition and reasons why a council would want to invest on
deployment of the service
 Cost and benefits of the service for all the actors in the value chain
 Management control processes needed to roll-out the service
 Financing requirements to deploy the service ant the impact that Community
aid might have on it
 Timing for initial and full deployment in already identified councils and
the rest of the European Union.

For this project, the following entities are needed:

     enterprises spezilizing in creation of multilingual contents and
     throughout mass-media and countries 
     telephonical and e-mailing support on information technologies issues 
     technological partner, to create and integrate contents

Ministère de l'Economie des Finances et de l'Industrie
Représentant National au Comité de gestion du programme E-TEN
Point de Contact National