Performance Improvement in Public Service Delivery | Citizen Involvement | New Forms of Partnership Working | Leadership and Management for Change
The question of Why Public Administrations Reform? can generally be answered in three ways. Firstly, governments need to keep up with society. The purpose of reform in this respect is to make governments more responsive to society’s needs and demands. This comes as a result of growing and changing demands (e.g. efficiency/effectiveness) from citizens/customers towards public administration and public service deliveries. Public administration is being reformed in order to provide better, faster and sometimes more services. However, quality, quantity and speed are not the only new competences that society asks of its government. Since the pace of societal change is accelerating, governments should likewise be able to respond to changing demands with new solutions.
Secondly, governments reform with the purpose of (re-)establishing trust. Governments need to provide more choice, democracy and transparency. Therefore, public services need to work together with the political sphere; a strengthened communication and connection with the citizen is equally important.
Finally, governments reform due to new pressures. Outside forces place competitive pressure on governments to serve the public. In addition, greater economic interdependence, the opening up of societies, and the growing importance of international structures and agreements make external pressures more complex and multi-dimensional. Hence, the environment in which and for which the government operates, is fostering new demands. Reform is thus the process of preparing or adapting government to its new role in a changing society.
The projects under THEME 1 diversely exemplify:
| Projects | Country | Organisation | Level of government | Sector | Short english description |
|---|---|---|---|---|---|
| Regional platform of e-services for all- e-Bourgogne | France | Grouping of Public Interest (GIP) e-Bourgogne | Regional level | Economic affairs, competition, SME | e-Bourgogne is a local entity set up to firstly offer to all public entities from the Burgundy region a common shared electronic platform for publishing their purchasing needs |
| Projects | Country | Organisation | Level of government | Sector | Short english description |
|---|---|---|---|---|---|
| The BABY-DOCUMENT-SERVICE by the department for citizens proceedings | Austria | Department of Citizens Proceedings - City of Graz | Local level | Public administration, modernisation, institutional affairs, reform | The Baby-Document-Service enables parents to complete all administrative legal matters relating to the birth during the postnatal period at the hospital. The main objective is to ease the burden for parents with newborn babies. |
| Integrated online portal for SMEs | Germany | City of Düsseldorf, Lord Mayor, The State Capital of North Rhine- Westphalia, Department of Organisation, Human Resources, IT and Economic Development | Local level | Public administration, modernisation, institutional affairs, reform | |
| C!YOU-START-LEARNING@HAMBURG:Online self-assessment service to assist carrer orientation | Germany | Senate of the Free and Hanseatic City of Hamburg, Human Resources Department, Centre for Training and Personnel Development (Zentrum für Aus- und Fortbildung, ZAF) | Regional level | Public administration, modernisation, institutional affairs, reform | It functions as a central service provider for all issues relating to management and IT training, as well as offering general trainings that are not specific to individual professions or departments |
| Conflicts between citizens and government: Towards a pro-aktive, solution-driven approach | Netherlands | The Ministry of the Interior and Kingdom Relations | National level | Public administration, modernisation, institutional affairs, reform | The pro-active solution-driven approach shows a reduction in the number procedures, reducing the administrative burdens for individuals and businesses, thus saving the authorities time and money ,increasing customer satisfaction for individuals and businesses, and improving job satisfaction for government employees. |
| Projects | Country | Organisation | Level of government | Sector | Short english description |
|---|---|---|---|---|---|
| Dyonipos (Dynamic ontology based integrated process optimisation) | Austria | Austrian Federal Ministry of Finance | National level | Taxation, customs, finances | The objective of DYONIPOS is to provide personal, agile and proactive support for the knowledge worker by means of proactive, context-sensitive knowledge delivery |
| Interactive statistical pocketbook 2008 | Austria | Austrian Federal Ministry, of Science and Research | National level | Science, research, innovation | Interactive statistics information system, that provides up-to-date numbers and facts about higher education in Austria free of charge via an online portal. |
| The ecobusinessplan (EBP) Vienna: The environmental service package of the city of Vienna | Austria | City of Vienna - Municipal Department for Environmental Protection | Local level | Economic affairs, competition, SME | The purpose is to help enterprises to generate ‘green and clean’ profits through ecological management practices that benefit both, the environment and the enterprises, whilst ensuring high quality and financial benefits for each company |
| Gender mainstreaming in the Vienna city administration | Austria | Vienna City Administration, Chief Executive Office, Executive Group for Organisation, Safety and Security | Local level | Public administration, modernisation, institutional affairs, reform | The project office is in charge of managing the implementation process and has to develop strategic objectives in accordance with relevant stakeholders such as the City Council for Women’s Issues and the senior management |
| Webdiv:Online vehicle registration | Belgium | Federal Public Service Mobility and Transport | National level | Public administration, modernisation, institutional affairs, reform | The main aim is to improve the quality of services by strongly reducing the waiting time and the actions necessary for obtaining a registration. |
| National health portal and electronic personal ambulatory books | Bulgaria | Ministry of Health | National level | Public health and social welfare/affairs | The national health portal is visited daily by hundreds of citizens and health professionals and is gradually becoming the preferred web-space for gathering accurate healthcare information |
| Targovishte municipality on the way of excellence | Bulgaria | Targovishte Municipality | Local level | Public administration, modernisation, institutional affairs, reform | The new vision for the role of local authorities prompted the municipal leadership to look for a radical change in the delivery of administrative services |
| ONE-STOP-SHOPS at the service of citizens | Cyprus | Public Administration and Personnel Department, Ministry of Finance | National level | Information society, technology, media and audiovisual | In view of this, a strategy plan has been prepared to establish Citizen Service Centres (CSCs) all over Cyprus |
| Promotion programme for on-site energy audits | Germany | Bundesamt für Wirtschaft und Ausfuhrkontrolle | National level | Environment, climate change, agriculture (incl. food safety) and fishery | The main objective was to minimise the administrative procedures and to achieve shorter times for the granting of subsidies to the applicants. |
| KiBiZ.WEB | Germany | Ministry for the Generations, Family, Women’s Affairs and Integration of North-Rhine Westphalia | Regional level | Public health and social welfare/affairs | The KiBiz is a new statute concerning the education and early advancement of children, which forms the basis for the procedure by which state subsidies for daycare centres are calculated and distributed to municipal child welfare departments. |
| The Italian public administration e-marketplace (MEPA) | Italy | Consip SpA | National level | Public administration, modernisation, institutional affairs, reform | MePA is one of the several tools through which Consip implements the Programme for the Rationalisation of Public Spending on Goods and Services launched in 2000 by the MEF, with the aim of optimising public spending. |
| The mobile counter for disabled and elderly people | Italy | Istituto Nazionale di Previdenza Sociale (INPS) Direzione Generale Organizzazione Roma | Local level | Public health and social welfare/affairs | The mobile counter for disabled and elderly people is a project offering services at home which are currently provided by National Social Security Institute (INPS) agencies spread over the country |
| Aida 2009 | Italy | Municipality of Livorno | Regional level | Public administration, modernisation, institutional affairs, reform | AIDA 2009 is the outcome of the work and the expertise of a constantly growing group of administrative networks that have been sharing problems and solutions in delivering online services |
| Guichet.lu | Luxembourg | Service eLuxembourg - Ministry of Public Service and Administrative Reform | National level | Education (higher and lower), training and learning | Guichet conforms to international accessibility standards and offers transparent access to a catalogue of administrative procedures and forms, structured in a very particular manner |
| Individual auction of applications for support (Dutch WMO) | Netherlands | Gemeente Spijkenisse | Local level | Public health and social welfare/affairs | The concept of the internet auction is that support is given at a price that is in accordance with the market. The system offers the opportunity to include robot variables (additional criteria) that may lead to a supplier other than the one that is cheapest. |
| The Rybnik spatial informations system (RSIP) | Poland | Municipality of Rybnik | Local level | Public administration, modernisation, institutional affairs, reform | The primary aim is to create an innovative, integrated and inter-operational system to support management in public administration at the local level, such as back-office (using GIS/SIT technology) |
| Time is...life (Improving the Romanian emergency medical services) | Romania | Ministry of Health | National level | Public administration, modernisation, institutional affairs, reform | The global objective of the project was to assist Romania to achieve the improvement of the modern emergency response system, as one of the basic pillars of the health reform process of the country and of Romania’s pathway towards European integration |
| SIGPAC: Improving the effectiveness of agricultural and land management through technology | Spain | Generalitat de Catalunya, Department of Agriculture, Food and Rural Action | Regional level | Environment, climate change, agriculture (incl. food safety) and fishery | The SIGPAC management model has been a success and an example for the development of other projects, which apply many of its principles and solutions |
| Transformation of the revenue and benefits service in Basildon | United Kingdom | Basildon District Council | Local level | Taxation, customs, finances | A project for the relocation of the Revenues and Benefits service to the Basildon Centre was developed, together with a plan for refurbishment of the public customerservices centre |
| Projects | Country | Organisation | Level of government | Sector | Short english description |
|---|---|---|---|---|---|
| Facility management | Austria | Amt der Kärntner Landesregierung | Regional level | Public administration, modernisation, institutional affairs, reform | The Carinthian provincial government started a pilot project called Municipal Facilities Management (FM) which picks up the idea of private-sector oriented facility management adjusted to the requirements of Carinthian municipalities. Savings up to 30% are assumed. |
| Dual delivery of the state of Vorarlberg and the communities of Vorarlberg | Austria | Amt der Vorarlberger Landesregierung, Abteilung Informatik | Regional level | Public administration, modernisation, institutional affairs, reform | It is a central service carrying out the entire process of transmitting and delivering documents for the departments of the State of Vorarlberg and for the 96 communities of Vorarlberg. |
| Squaring the circle | Austria | Arbeitsmarktservice Burgenland (AMS BGLD) | Regional level | Employment, labour related affairs and gender equality | Via implementation of TQM instruments and in close cooperation with partners the "Arbeitsmarktservice" developed to a modern service-orientated company, resulting in a service focused consumer satisfaction. AMS aims to provide a good example of how to manage change. |
| All in one - One-stop-shop for Citizens | Austria | Bezirkshauptmannschaft Reutte | Regional level | Public administration, modernisation, institutional affairs, reform | Establishment of a one-stop-shop of a regional authority |
| Books on the way! The postal deIivery service by the public libraries of Graz | Austria | City of Graz - Culture, Department/Public Libraries | Local level | Information society, technology, media and audiovisual | Books and other media can be ordered online seven days a week, 24 hours a day and are delivered to the requested post office or the home adress. |
| Project LoS (Performance - orientated controlling) | Austria | Federal Ministry of Finance, Sections IV and V | National level | Taxation, customs, finances | "LoS" is the management information system of the Austrian tax and customers administration that is responsible for the effect-orientated and efficient controlling of about 10,000 employees. |
| Front desk | Belgium | Belgian Federal Service for Social Integration (FPS SI /POD MI) | National level | Public health and social welfare/affairs | The Front Desk receives and deals with all incoming calls, e-mails, faxes and letters |
| The quality of service of the Ghent city administration | Belgium | City of Ghent | Local level | Public administration, modernisation, institutional affairs, reform | The City of Ghent analyzed the quality of their services and the customer satisfaction by using the means of mystery shopping, phone calls and interviews with 1000 citizens. The results were very flattering and also some recommendations were produced. |
| Unique report | Belgium | Federal Public Service for Social Integration (FPS SI / POD MI) | National level | Public health and social welfare/affairs | The ‘Unique Report’ is an electronic Internet application |
| Smart cities | Belgium | Intercommunale Leiedal | National level | Education (higher and lower), training and learning | The Smart Cities project is an international network of councils and academic partners that will spend the next three years finding ways for cities to think smarter, work smarter and plan smarter by delivering better e-Services for citizens and businesses |
| Regional cooperation leads to common municipal product catalogue | Belgium | Intercommunale Leiedal | Local level | Public administration, modernisation, institutional affairs, reform | On the website, this catalogue is used to show relevant services according to themes or target groups |
| Introduction of new forms for providing administrative services to citizens and business | Bulgaria | Ministry of Labour and Social Policy | National level | Public administration, modernisation, institutional affairs, reform | At MLSP there is an established practice of monitoring the opinions and suggestions of clients with respect to the accessibility of administrative services provided. |
| Improving quality in the Bulgarian public administration | Bulgaria | Ministry of State Administration and Administrative Reform (MSAAR) | National level | Public administration, modernisation, institutional affairs, reform | The project facilitates the efforts of the government |
| Facing the people - adaptation of administrative processes, depending on the expectations of society | Bulgaria | Municipality Bratsigovo | Local level | Public administration, modernisation, institutional affairs, reform | In the area of transparency, the project aims towards putting citizens at the heart of the administrative process and the displacement of administration |
| Check your local taxes | Bulgaria | Stara Zagora Municipality | Local level | Taxation, customs, finances | Stara Zagora Municipality is the first Bulgarian municipality to inform its taxpayers via Internet |
| Cyprus price level monitoring project (PLMP) | Cyprus | Cyprus Competition and Consumer Protection Service,Ministry of Commerce, Industry and Tourism | National level | Economic affairs, competition, SME | The project aims to inform consumers about prices of basic consumer products |
| Reengineering of the processes of the road transport department towards a paperless and interactive e-government internet service provider | Cyprus | Department of Road Transport (RTD) | National level | Public administration, modernisation, institutional affairs, reform | At a more specific level, the objective is to provide the services via the internet using paperless procedures |
| From a larboratory providing analytical services to a scientific centre supporting policies and responsive to society needs | Cyprus | State General Laboratory, Ministry of Health | National level | Public health and social welfare/affairs | The SGL is a prototype model of the Government Laboratory transformed into a robust multidisciplinary and multifunctional organisation |
| Improving communication with citizens through CAF-BASED SELF-ASSESSMENTS (LCD) | Cyprus | The Land Consolidation Department (LCD) | National level | Environment, climate change, agriculture (incl. food safety) and fishery | The Land Consolidation Department (LCD) innovates and uses quality management tools to upgrade/extend the services offered to the citizen/customer-landowner |
| Library 10 & meeting point | Finland | Helsinki City Library | Local level | Education (higher and lower), training and learning | Meeting Point operates in tandem with Library 10 and is part of the Helsinki City Library system |
| The assessment model for museums | Finland | National Board of Antiquities | National level | Sports, youth, culture and art | The Assessment Model for Museums is designed specifically for museums so that every professional museum, regardless of size or type, should be able to make use of it |
| NETARI.FI-Online youth work | Finland | Youth Department, City of Helsinki | National level | Sports, youth, culture and art | The aim of the Netari.fi project is to develop youth work on the internet and to create a nation-wide coherent work model and working culture |
| Administrative consultation project | France | Caen City Council | Local level | Public administration, modernisation, institutional affairs, reform | The project was developed with the aim of encouraging more participatory, cross-departmental working methods |
| Design, development, implementation and management of the budget, financial and accounting information system of the french state | France | French Government’s Financial Information Technology Agency (AIFE) | National level | Public administration, modernisation, institutional affairs, reform | AIFE has the responsibility of building the target information system aimed at integrating all the actors of state financial governance (budget and accounts) in a single application. |
| Provenance database-an innovative tool in the povision of citizen-friendly public administration service | Germany | Bundesamt für Zentrale Dienste und Offene Vermögensfragen Bundesamt für Zentrale Dienstem und Offene Vermögensfragen (BAVD) | National level | Public administration, modernisation, institutional affairs, reform | Detailed documentation of the results of research on the provenances of artworks which are currently in the possession of the Federal Republic of Germany and were previously owned by the former German Reich |
| Implementation of a prototypical electronic file on the basis of a service oriented architecture (SOA) | Germany | Magistrat der Hessischen Landeshauptstadt Wiesbaden, Dezernat III/Stabsstelle für Informationsmanagement | Local level | Public administration, modernisation, institutional affairs, reform | This modernisation project is being implemented from the inside out |
| Air traffic service provider | Germany | Rhein-Neckar Flugplatz GmbH | National level | Transport and infrastructure | Rhein-Neckar Flugplatz GmbH decided to become a certified Air Navigation Service Provider, becoming a competitor to the German monopolist DFS |
| Complex performance development at the mayor's office of Budapest 13th district | Hungary | Budapest 13th District Mayor’s Office | Local level | Public administration, modernisation, institutional affairs, reform | Continuous improvement of quality and an increase in performance have become the main objectives of the overall quality policy |
| EDischarges | Ireland | Property Registration Authority (PRA) | National level | Justice, police, human rights and security | The development of this capability is central to progress towards a national system of electronic registration of title (e-Registration) and the system marks the delivery of the first element of electronic conveyancing (e-Conveyancing) in Ireland |
| Paye customer service reform | Ireland | Revenue Commissioners | National level | Taxation, customs, finances | We are now working to give people their entitlements using advertising campaigns, better information leaflets and a significant experiment in giving tax credits automatically when we have enough information available |
| Si.Mo.R.A. - Sistema informativo per il monitoraggio dei rischi ambientali | Italy | Azienda Sanitaria Provinciale di Catanzaro | Local level | Public health and social welfare/affairs | The use of the SiMoRA platform allows the public officers a real and effective working security and increased efficiency in both the planning of routine controls and inspections |
| Learning with pleasure in the castle of knowledge | Italy | Comune di Carpi | Local level | Sports, youth, culture and art | The Castle gives the children and youngsters of our territory the possibility to be active ‘citizens’, to have a place where they can be free to come and go, free of charge, and where they can share emotions and experiences whilst socialising |
| Monitores | Italy | Comune di Nuoro | Local level | Education (higher and lower), training and learning | With the ‘Monitores’ project, the administration intends to assess, monitor and analyse |
| Santarcangel and its future - let's draw the city tomorrow | Italy | Comune di Santarcangelo di Romagna | Local level | Public administration, modernisation, institutional affairs, reform | The main purpose was to involve people in the PSC definition by recognising they had an active role in making policy decisions |
| Local action plan for simplification of the administration of companies | Italy | Direzione Generale Comune di Reggio Emilia | Local level | Economic affairs, competition, SME | The action plan involved the creation of a combined technical group involving the City Council (managers and representatives) and professional associations(representatives nominated by the associations in the TAI). |
| Modus system - Electronic forms | Italy | Istituto Poligrafico e Zecca dello Stato S.p.A. | National level | Economic affairs, competition, SME | The project was created to meet the need for an electronic archive of forms that have already been validated, standardised and accompanied with technical specifications |
| Il Trovatore | Italy | Italian Customs Agency | National level | Justice, police, human rights and security | In short, the project has the aim of rationalising the handling of container goods in port-retro port journeys |
| Midir - Multidimensional integrated risk governance | Italy | Lazio Innovation Technology(LAit) | Regional level | Public administration, modernisation, institutional affairs, reform | The concept and results of the regional project were disseminated to decision-makers at different levels and scientific experts due to focused networking, communication and dissemination activities |
| Municipal processes re-engineering to improve performance | Italy | Municipality of Milan | Local level | Public administration, modernisation, institutional affairs, reform | This is an administrative simplification initiative that involves the procedures for legal registration of foreign citizens and the suitability of their housing, encouraging the use of self-certification |
| Sicuramente... Più sicuri | Italy | Provincia di Arezzo Servizio Protezione Civile | Local level | Education (higher and lower), training and learning | The ‘Sicuramente… più sicuri’ (Surely… more secure) project, the Primary School ‘S. Pertini’ of Subbiano (Arezzo) won the first National Prize ‘Buone pratiche, sicurezza e salute’ promoted by Cittadinanzattiva of Rome |
| Management through measurement and knowledge | Italy | Settore Attività Produttive Provincia di Salerno | Local level | Public administration, modernisation, institutional affairs, reform | The reasons underlying this Plan can be summarised by the need to be accountable for actions in full knowledge and awareness |
| Application of the lean organisation principle in Treviso chamber of commerce | Italy | Treviso Chamber of Commerce | Local level | Economic affairs, competition, SME | The Treviso Chamber of Commerce was one of the first agencies to adopt a Quality Certification System for all services |
| Dematerialisation of documents | Italy | Universita’ degli Studi della Tuscia - Ufficio del personale TA - Viterbo | Local level | Education (higher and lower), training and learning | This project costing low made it possible to digitise all the paper flow, thus eliminating the time required for the physical transfer of documentation as well as the cost of unnecessary photocopying, thus allowing storage on digital media, according to the legal and privacy law. |
| Developing quality culture via self-evaluation and public accountability | Lithuania | Kaunas College | Regional level | Education (higher and lower), training and learning | The purpose of the internal quality assurance system is constant development of the college’s activity |
| Becoming a single juridical entity | Lithuania | Public Police Protection Office | National level | Justice, police, human rights and security | A unification of the Public Police Ptotection Office helped reorganise the technical facilities of the separate sections of the Office and helped compensate the deficit of technical equipment in the less developed regions. |
| Effective rendering of disability establishment | Lithuania | Service of Establishing Disability and Capacity for Work, Ministry of Social Security and Labour | National level | Public health and social welfare/affairs | A new information system was designed with the intention of unifying and integrating the work of all employees and departments, alleviating and qualitatively improving the control and monitoring their performance, promoting assessment objectivity and internal information flow |
| The system of evaluation of customer statisfaction in statistics Lithuania to enhance statistical services | Lithuania | Statistics Lithuania | National level | Public administration, modernisation, institutional affairs, reform | It aims to monitor the changes in customer satisfaction, to better understand, serve and meet individual user needs as well as to develop and offer targeted products and services |
| Electronic services | Lithuania | Vilnius City Municipality | Local level | Public health and social welfare/affairs | The main objective for providing e-Services is to save time for the citizens of Vilnius and to make the service system easier |
| Only satisfied citizens in Zoetermeer | Netherlands | City of Zoetermeer | Local level | Public administration, modernisation, institutional affairs, reform | In the spring of 2006 the City Council of Zoetermeer decided to strive towards an ambitious goal to increase citizens’ satisfaction with the customer-related services by 2010. |
| Service guarantees (Servicenormen NL) | Netherlands | Gemeente De Ronde Venen | Local level | Public administration, modernisation, institutional affairs, reform | The service guarantees are being measured every month. These measurements show that at least 95 percent of the service guarantees are being met. |
| ... further results | |||||