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A Root and Branch Reformation of a Organisation´s Business Model

From EPSA - European Public Sector Award

The Region of Crete, in a challenging endeavour to reform the services provided by the Directorate of Transport and Communications (DTC), developed a Strategic Plan that outlines the main steps towards the utilisation of an organisational change management process. This comprehensive approach has been steered by a set of solid work ethics: Quality of Service, Transparency and Efficiency. Key enablers of this project, such as regional leadership, civil servants, strategic partners and citizens, were effectively empowered. Through their involvement, a value-added cooperation paradigm was formed.

A systematic analysis revealed the following pillars of action, which are necessary for a holistic organisational improvement: a. People-focused Working Environment. Organisational innovation involved changes in the working environment, the operational model and the customer service culture. A people- focused workplace with reception desks, ergonomic working stations and a transparent public service environment was created. b. Information and Knowledge Management. The digitisation of the physical record archive was carried out through a Social Inclusion Programme of the Greek Employment Organisation involving long-term unemployed persons. A highly motivated team digitised 100.000 folders (roughly 4 million pages). The digital record was digitally signed and fully validated with respect to the original paper record through quality and quantity controls. The digital archive is now a vital part of DTC’s automated processes. c. Standardisation and Business Process Reengineering (BPR). BPR involves process mapping, procedure simplification, process redesign, process automation and KPIs measurements. The standardisation process includes new application forms and work instructions and the generation of dynamic QR codes for a seamless incorporation in the new processes. d. Innovative e-Government ICT applications. In order to facilitate digital service delivery and citizen service mecha- nisms, new innovative IT applications were developed by ICS-FORTH, our EPSA2017 partner organisation, involving the Human-Computer Interaction (HCI) Laboratory of the Institute of Computer Science (ICS), of the Foundation for Research and Technology – Hellas (FORTH). The developed IT solution consists of several services and applications that address major operational problems, such as poor levels of service, lack of trust and transparency issues.

The overall approach adopted for this project was based on user-centered design, empowered by concepts of participatory design and coupled with agile software development. The currently available applications and services range from a new web portal available for PC and mobile devices over interactive touch screen information systems in the waiting area, e-services for citizens or an appointment service to smart queues for citizens without booked appointments. Moreover, essential and modern administrative and back-office applications such as business intelligence systems, citizen management and physical record tracking and assignment systems were introduced. It has been demonstrated through this case study that the implementation of radical and rigorous horizontal solutions in public sector organisations is feasible. It can result in the transformation of the Greek public sector into being more flexible, efficient and therefore competitive.


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Award info
Award category: new solutions to complex challenges - regional level
Award type: nominee
Award year: 2017
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Digital transformation, Business Process Reengineering, Efficiency, Innovative Services, Intelligent Systems, Transparency, Collaboration, Customer-centered approach
Short English description: The Region of Crete, in a challenging endeavour to reform the services provided by the Directorate of Transport and Communications (DTC), developed a Strategic Plan that outlines the main steps towards the utilisation of an organisational change management process. This comprehensive approach has been steered by a set of solid work ethics: Quality of Service, Transparency and Efficiency. Key enablers of this project, such as regional leadership, civil servants, strategic partners and citizens, were effectively empowered. Through their involvement, a value-added cooperation paradigm was formed.
Further information
Organisation: Region of Crete
Other applicants:
Homepage: http://gdme.crete.gov.gr
Level of government: regional level
Size of organisation: >100
Number of people involved: >15
Country: Greece
EU membership: EU member
Language code: en
Start date:
End date:


A Root and Branch Reformation of a Organisation´s Business Model (35.3380412, 25.135955100000046)
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