Smart Cities Pilot - Improving Customer e-Service - Lillesand
Lillesand will be describing 20 processes and linking them to digital handling processes by using process description/reengineering, digital forms, data warehousing and digital archiving.
About 20 processed should be described and mapped in the archive system. This gives the Office Executives the needed support and guidelines when handling the cases.
The information handling connected to these 20 processes should be digital as much as possible, as well as the status to the cases should be available for the public at anytime.
By using process description and process reengineering techniques, as well as tools for digital forms, design of databases/data warehouses, integration with digital archive and publishing in several channels.
By using process description and process reengineering techniques, as well as tools for digital forms, design of databases/data warehouses, integration with digital archive and publishing in several channels.
The output will be an increasing number of services being digitalised both in communication and in administration.
The final vision is that all communication should be prepared for the citizens to communicate digitally and the same for all administrative work inside the different service sectors of the municipality.
Use digital forms for applications to ease the access ability for the users and the workload for the employees.Customer benefits
- The possibility to do all communication by using digital forms and e-mails
- The possibility to follow the case from application to decision, by a unique number given to some, if not all, cases.
Performance benefits
- Every case will be recorded and given an archive number
- It will be traceable and the possibility to prepare reports saying something about time spent in comparison with deliverance guarantees
- Some services can be automated, which lead to no administrative hours needed.
- Indicators of quality can be determined and published
Employee benefits
- Main benefit is the empowering possibility to form your own job by giving your knowledge of work and subject into the design of how the work actually should be done.
- Other benefits may be ease of changing to another job by seeing a standardised way of how work is done in a project description.
- Employees may also find it a benefit to see the results of their work monitored continuously, and even published on a service level on the web.
Financial benefitsThere are obvious financial benefits since the experience of reengineering tells that most processes have a vast cost reduction potential,something that is the driver of the engagement.Cost reductions often means redundancies, which should however be balanced by transfers between servicesand increasing quality in some services that in the future seems to either have to reduce quality (if no new resources are given) or be privatised something which at the moment is unwanted by the politicians.
| Attachment | Size |
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| Project_Initiation_Document_WP3_Lillesand_Improving_Customer_eServices_2.pdf | 628.34 KB |