PowerPoint-presentasjon

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Improved municipal servicesby benchmarking and cooperationReykjavik 05.09.2011

Ove Monsen og Jan Wlneberg1AgendaAbout us, KF. (You probably want to know something about who you perhaps will be dealing with)Why bedrekommune and bedreinnsiktWhat are the benefits, what are the experiences from Norwegian municipalitiesThe system2About KF100 % Owned by KSPurpouse: To assist the local authorities in improving their services to the publicValues:Knowledge, innovation, trustBusiness ideaWhy do the job 430 times when KF can do it once, and for all of youProduct development guideline: At least 200 municipalities shall be able to use our standard products

The big paradoxBy law all municipalities shall provide 160 identical services to their inhabitants, regardless of size and resources (from 247 to 600.000 citizens)There are virtually no national standards for how to deliver the services, nor quality indicators for what is a good enough deliverance430 units invent the same wheel 160 timesThis paradox, or gap if you like, is the arena for our strategies and role in the municipal marketplace

4Our strategic roleTo be the (self appointed) chief editor of a national library of best practice proceedings, quality indicators, and servicelistsTo provide the toolbox to improve municipal managementContent is the core of our business proposal5Connecting the dotsService declarationsDigital FormseDialog24Citizens dialogueKF Info BaseKF Case handlingInternal processesUser surveys withbenchmarking capabilitiesKF Improved ManagementManagement

A municipal bench marking system20 standarized surveys= Improved municipality310 municipalities subscribeA National Bank of quality indicatorsWhy?The demographic development requiers a formidable increase in the efficiency of the way we provide our servicesWe need to compare ourselves and learn from each otherThe citizens has become more and more like a customerThey have rights, and demands qualityWe should be able to document the quality of our services, and be open about it8What to measure?The degree of satisfaction among pupils, parents and teachersThe degrees achieved in different subjectsEconomic measures, like Cost of education material pr pupil, Total cost pr pupil, number of teachers pr pupil, and so onPut them together and you have an unique plattform for improvement9Publish the results10

The benefitsThe same questions in the surveysThe same economic indicatorsCompare with yourself and others over time (trend analysis)Gives you the questions:Why does that municipality achieve the same satisfaction by the users as we, but spends less money? (or the other way around)The citizens get realistic and comparable information about the services11Agenda bedrekommune.no2 minutes brief history

Reports: what the system can do for youResults for your municipality and your schoolCompare with your neighbour-municipality

How to do the implementation of the systemThe most important issuesWhat is already generatedWhat do you have to add

12bedrekommune.no pr 1 sept 2011No of years: 9No of municipalities: 361No of users: 14 488No of org. units: 45 656No of answers: 934 819No of passwords: 1 501 749No of single answers: 42 875 149

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Historic results of the surveys15Compare yourself

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Compare yourself17

Compare yourself18

Compare with others19

Compare with others20Official reports

Information21Official reports

22Official reports

Details23

Official reports24Official reports

Export to Excel25

Total pupilsSelect. askedSelect. %No. of answ.Answer %Municipal reports26

Municipal reports27

How satisfied are you with your childs social developement?Municipal reports28

Total for the MunicipalityUnit 1Unit 2Municipal reports29

Municipal reports30

Municipal reports

Survey menu

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SurveysOrg. UnitsUsers33

Surveys34

PupilsParents

Building the structureGenerate all unitsGeography: Groups of municipalities, MunicipalitiesCommon structure for all municipalitiesAdministration, Kindergardens, Education, Care for the elderly, Health care, Culture and so onBuild all units under education for each municipalityIf nescessary add classes (under-units)The same for all other areas you want to perform surveysGenerate the surveysGenerate the users (and networks if nescessary)3536

RegionsCounties

Global structure37

Municipalities

Global structureOrg. unit menu (browse, create, edit, delete org. units)

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Org. unitsKOSTRA =In Norway all the local authorities report to the state in this structure.

In Iceland you should use a common structure for all municipal servicesCommon structure for the municipal services40

Local structure - units41

Local structure - units

Survey menu > selected survey and org.unit (in tree)

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Passwords43

PasswordsNo of pupilsUser menu > selected user

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Org. unitRole/functionUsers45The surveys

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User manuals A computer system for advanced handling of surveysMost of the structure is pre-definedAll the recipients use the same surveys Benchmark your results with your neighbourBenchmark todays results with last yearsAll text will be translated to IcelandicEasy to useThe results can be used for more advanced analysis in KF Improved Management47SummaryDatakilder: KOSTRA, (IPLOS), Skoleporten, bedrekommune.no

Compare and analyze!Overview - your local surveys

Your resultsCountry average

Economic indicatorsHva kan du bruke dette til?49

50Compare your own units over time51

Response statistics52

Compare with your neighbour53

Compare economics

Compare all for analyzisQuestion:Will more employees improveuser satisfaction?

Parents satisfaction, rankedAverage satisfaction: 5,3Kids pr employee: 6,3Money spent: 41,0Educated personell: 31,6

Top ten municipalities:

Satisfaction: 4,3Kids pr employee 6,4Money spent:40,3Satisfaction: 5,3Kids pr employee: 6,3Money spent: 41,0

Topp ten:Bottom ten:Basis for a better dialogueDenne velsen kan du jo gjre for alle tjenestene. Noen kommuner arbeider allerede med en helhetlig styringsmodell, og for dem har vi laget BedreStyring. Bedre Innsikt er selvsagt en del av denne.56