Karlstad
DANS cluster kick-off conference “Implementing the Digital Agenda in the North Sea Region"
The aim of the DANS Cluster Kick-off conference is to bring the Digital Agenda for Europe to a more regional level and to show how activities and projects implemented in the frame of the Interreg North Sea Region Programme can contribute to it.
Improving Business Processes and Delivering Better E-Services - A guide from Smart Cities
Do you know your business and e-service solutions? Is your IT aligned with your business to support, enable and deliver your services? Your business processes define your ability and potential to provide customers and employees with effective and high quality services and solutions. Your processes influence your performance, your service delivery and what administrative support is available for your service offerings.
This document outlines a model, or framework, which can help you to improve your existing business processes to support and develop your e-services. The Common Process Model comprises a set of preconditions, directives, guidelines and templates that will help employees in different roles to identify, measure and improve the performance of the business processes that make up your e-service solutions.
City of Karlstad releases “My pages”
The City of Karlstad is constantly working to provide citizens with better service through various media. One way is to offer e-services that can be used for faster and clearer handling of various cases. "My pages" gather all our e-services in various areas and make it easy to find just the services you can use for your particular case.
Using Personas - a Smart Cities research brief
When you design a product or any kind of service it is important to know who belongs to your target group. Often clients or suppliers of products or services want to reach out to ‘all’ users, but unfortunately this often results in failure. A product or a service designed for a vague or too broad target group has less chance of success than one based on well-researched and well specified target groups. There are a range of different tools and methods for defining target groups such as interviews, observations, questionnaires etc.: this report describes the Persona method.
Smart Cities launches common model for business improvement
The municipality of Karlstad is hosting a two day workshop on processes and IT-architecture. The Smart Cities partners have been working on business improvement over the past two years. During the workshop the theoretical model has been tested out and improved.
Smart Cities Pilot - Develop an internal course on the use of the process model - Karlstad
In order to make it possible to do effective business development the city of Karlstad has developed a common process model. A course for this model must be developed which facilitates the introduction and work with the process model
In order to make it possible to do effective business development the city of Karlstad has developed a common process model. A course for this model must be developed which facilitates the introduction and work with the process model.
When the course is developed from the suggestion in this prestudy, the municipality must be able to implement and develop the course in-house.
Outputs:
- Draft layout and content of the introductory course in Karlstad Municipality common process model for days 1 and 2 during the course.
- Proposal for course materials (Besides the process model)
- Appropriate examples
- Cost per course date (cost to hire expertise from the university for the implementation of courses)
- Appropriate literature and other teaching materials
Proposed Structure of the course:
The course includes three days of training in the theory of process orientation, use of the municipality of Karlstad common process model and a basic education in themunicipality of Karlstad process platform Barium.
- Day 1: Theory - basic process orientation with examples from Karlstad Municipality process model
- Day 2: Practical workshop with various Case. Opportunity to bring your own process from your organisation that can be used during the course.
- Day 3: Basic training in the processplatform Barium where we build up the practical Case we previously worked in day 2.
Staffing:
- Day 1-2: carried out by model manager and representative from Karlstad University.
- Day 3: System Administrator for the Processplattform tool together with model manager.
Note that the system administrator of Barium and process model manager can be the same person. The number of participants per course shall be a maximum of 10 persons.
In order to make it possible to do effective business development the city of Karlstad has developed a common process model. The model is based and built on research, best practices and experiences collected and that will be used to increase the possibility of reaching a common approach, common language and common values.
This process model is a "living model" to be maintained and continuously developed by the e-office in the Smart Cities project.
The Process model most to be applicable in all types of developing work, independent of tools. The goal is to achieve process descriptions that can be used on politicians, management and operational and systems level.
Smart Cities Pilot - Architectures and models for good information management - Karlstad
The main objective of the pilot is to identify areas in Karlstad Municipality that need to be developed on a project basis for better information management.
A feasibility study report where appropriate projects are identified for further development and estimates of resource use for developing each project. The document will briefly identify and define future projects to develop architectures and designs that over time will provide/ensure good information management for the City of Karlstad.
A prerequisite for effective utilization of information technology is that it be supplied with adequate information.The following questions are interesting in this context.
- Who owns and manages various amounts of information
- Where is the master data (source data)? In what system? Who is interested in it?
- Which structure is the information?
- In what ways can information be made available?
- Identification of areas that need to be developed to be able to provide correct information at correct time
Suggestion for areas developed:
- Service Architecture
- Process Architecture
- Concepts and information models
- Identification of the governing documents of the relevant levels
- Identification of stakeholders, audiences and sponsors for future development
- Appropriate development projects identified and estimates of resource use are developed.
Project overall impact objectives and priorities
- Identification of opportunities and obstacles
Development in the IT field is accelerating and being driven by both local, regional, national and EU factors. Nationally (In Sweden), the main ongoing work with the national IT strategy for health care and the work done by the Swedish E-delegation, but also the work done on local and regional level shows the importance of manage your organization's information will be essential to able to deliver services, services that will provide benefits for both the citizens and the internal business.
Smart Cities Pilot - e-platform for simple form handling - Karlstad
Karlstad Municipality is working to provide citizens with better services. One way is to offer e-services that can be used for faster and clearer handling of various cases. We are now looking at solutions for the first version of My Pages.
- The pilot will develop a standardized solution with a complete set of services that are ready to use.
- Gradually implement the services in dialogue with the different departments with the support from e-office.
- Launch the new e-services and the first version of my pages in January 2011
The goal is that the e-platform should have these basic requirements:
- A number of ready e-services which can be easily applied and use by the different departments
- My Page for communication with the citizen
- Built-status handling
- Safe login (e-ID)
- Simple modifiable solution
Karlstad Municipality is constantly working to provide citizens with better service through various media. One way is to offer e-services that can be used for faster and clearer handling of various cases. We are now looking at solutions for the first version of My Pages.
Customer benefits:
- My Page for communication between the citizen and themunicipality
- Built-in status handling, the citizen knows and can see the status on their cases
- Increases customer satisfaction as they get a quick (hopefully), accurate response to information and transactional service requests
Performance benefits:
- Cuts down handling time and increases first timeresolution of customer requests and needs
- Cuts down complaints(hopefully)
- Gives more consistent answers to the public
- Improves business processes by identifyingcommon elements of service delivery, which add value and how delivery can berationalised across departments
Employee benefits:
- Betterquality of data input
- The process of providing the service becomes more consistent and clearer
Financial benefits:
- Less phone calls to administrators (the citizen can followtheir case online)
- Checked data. Administrator need not look for the correct data
- Less postage costs
- The citizen can sign there form directly (a case need not be sent back to the citizen)
Smart Cities Pilot - e-Office - The toolbox for developing e-services- Karlstad
The purpose with the e-Office is to gather Karlstad municipality's experience in e-services and e-government so that we can offer an even better service through delivering more and better services to our citizens.
The e-office task is to coordinate and support the development of e-services in Karlstad municipality. Through active work, we work to increase collaboration between the municipality's various parts and in order to better learn from each others work. In the overall approach is to provide guidelines, templates and best practices how our municipality generally must work with e-services.
We have created a virtual organization that we call the e-office where the models, approaches and skills support, and common solutions are handled. By having such a competence can any department with use of this support from the e-office themselves carry out its work and at the pace they self prefer.
To cover what other partners to in all fields in the Smart Cities project are an important part in order to summarize the best guidelines for Karlstads municipality. Also the cooperation with Karlstad University is important as they provide input to the work. To form a general strategy we need to have knowledge about all these areas: Efficiency & Effectiveness, Benchmarking, Interoperability, Inclusive eGovernment, Legal Aspects, eIdentity and eSecurity,Multi-channel Delivery,eParticipation, eDemocracy and eVoting, Open Source, eProcurement, Policy,Services for Businesses, Regional and Local, Services for Citizens, User-centric Services, High Impact Services with Pan-European Scope, Infrastructure.
The purpose with E-Office is to gather Karlstad municipality experience in e-services and e-government so that we can offer an even better service through more and better services to our citizens. For Karlstad municipality to have a chance to succeed in appearing as a single municipality to the public, company or the visitor we will need to interact over the departments boundaries and with other authorities. It is not enough to create a variety of projects to individually push the issue forward, but this required framework with a common strategy, methodology, technology and knowledge to succeed.
Smart Cities Pilot - Roadmap for the sustainable development of e-services - Karlstad
The roadmap is a view from a business perspective of what type of different services we need to be able to build more composite services (a composite service is a combination of several other services).
To develop an effective e-government involves working with many complex issues. To get a better overview of all areas of development and to plan and prioritize our resources we must have a map of areas for development. We hope by doing this we can do quick wins but still working towards a sustainable development of e-services.
A large part of the work is to have workshop to gather as many perspectives as possible on different areas where we need to developing of e-services.
To develop an effective e-government involves working with many complex issues. To get a better overview of all areas of development and to plan and prioritize our resources we must have a map of areas for development. We hope by doing this we can do quick wins but still working towards a sustainable development of e-services.
The goals are:
- A more efficient organization
- More time for the citizen
- More recycling of already developed solution
- Better statistics for better decision
- Available to more
- Much clearer organization
- Easier to contact the municipality
- In longer perspective give the possibility for more Citizen Participation
