Information Technology Reference
In-Depth Information
table 8.3 (Continued)
the Updated D&M Model and eCReMoS
Service quality
Newsletters inform users on updates and common
problems. When they experience problems, the project
leader of ECREMOS responds quickly and provides
technical support. ECREMOS has had only one project
leader, and municipalities feel some empathy “as they know
the man for years.” Each time a municipality asked to expand
the IS, this request was granted. Over the years, it became a
ponderous system. Service quality is high.
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Users appreciated the system support and praised the
service quality.
Intention to
use
ECREMOS is a ponderous system. Mainly small
municipalities paid a joint authority to fill in the data. Costs
were not covered by the Flemish rewards. Small
municipalities know their problem zones by heart and are
satisfied when problems are solved. Cities have their own
citywide complaint system, and the Flemish tool came as an
afterthought. Some local governments will continue to use
it because they believe it will be legally obligated soon. The
police has an own database. At Flemish level, ECREMOS is
used only for making figures by the environmental
department. The environmental inspection does not use the
IS and asks municipalities for other data for its functioning.
The intention to use of some municipalities can get a boost
if the police and environmental inspection would use
ECREMOS. The intention to use appears to be low.
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A lowered intention to use seems caused by a lack of
purpose (C2.3).
Use
In 2013, 114 of the 130 questioned municipalities used
ECREMOS. In 2014, about half of them might stop doing so.
This is influenced by the cancelled rewards. Having their
own better IS or a lack of personnel capacity also plays a
role. Those who use ECREMOS do so because they have put
efforts into it, because they lack an alternative, or because
they believe a Flemish overview is important. In 2013, use
was high.
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