Information processing at CROS takes off

Joh. Enschedé has developed a new digital communication platform for the Commissie Regionaal Overleg Schiphol (CROS). Complaint registration and processing now runs more smoothly, simply and comprehensively.

Requirement
The Commissie Regionaal Overleg Luchthaven Schiphol (CROS) is a consultative body for managers, residents and the airport. Its purpose is to stimulate dialogue between residents, local and regional government and the aviation sector, with the primary objective of limiting air traffic noise.

Hans Ouwerkerk, chairman CROS: ‘Formerly, complaints were dealt with predominantly by telephone via our Information and Complaints Desk. We wanted to make the process more efficient and lower the threshold for reporting complaints. In addition to this, available information and procedures needed to be more transparent. This is why we asked Joh. Enschedé to work together with us in considering improvements.’

Approach
Joh. Enschedé developed and realized a new digital communication platform for CROS on the basis of JEA PLUS Enterprise. The result is a conveniently arranged website containing clear and reliable information. Coupled to a transparent, online complaints registration system, a knowledge bank and visual presentations. It is now possible to see precisely where, when and in which areas a complaint has been made.

Result
The new CROSNET system was launched on 15 March 2006.

Jurjen Kuyk, communications policy advisor at CROS: ‘We have received many positive reactions. Users are now able to request complaint statistics in three steps, without intervention from the Information and Complaints Desk. This has lowered the threshold for contacting us. All registered complaints can be identified easily in various graphical presentations.’

‘Greater detail is now available for the type of complaint and the committee is able to make analyses more easily and quickly. The following step is for us to work with resident panels as a sounding board. CROS wants to experiment with variable departure and arrival routes in collaboration with aviation sector representatives. Joh. Enschedé will also make an important contribution here to technical design.’


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