Most cities offer some kind of e-government services. Often this offer is mainly content- and technology driven, and not based on the needs and expectations of the different target groups. In order to develop a well balanced e-government vision and operation, we need to understand the relationship between a government and its different target groups: citizens, companies, associations.

The best way to map out this relationship is through a well balanced review of digital services and information from both a demand perspective (citizen, local companies and associations) and a supplier’s perspective (municipality and city services).

Partners from the Smart Cities project met in Edinburgh on March 2nd and 3rd to review progress in developing customer contact centres in their municipalities, and to plan the production of a guide to customer contact centres for municipalities.