The Efficiency Improvement Networks - networking, best
practice, benchmarking, benchlearning and use of guideline
information in improvement work Elita Cakule, Pernille Nesje
[email protected]@ks.no ;
[email protected]@ks.no
Slide 2
KS EffektiviseringsNettverkene Levels of governement Central
government Counties 19 Municipalities 430 About 4,9 mill
inhabitants More than 50 % municipalities have less than 5000
inhabitants.
Slide 3
KS EffektiviseringsNettverkene Networking KS has since 2002
offered participation i Efficiency Improvement Networks to all
local authorities in Norway Since then, more than 350 has
participated in networks. 190 municipalities joined networks in
2010.
Slide 4
KS EffektiviseringsNettverkene Responsibilities of the local
authorities Primary and lower secondary school
Nurseries/kindergartens Medical care, care for elderly and
disabled, social services Local planning, agricultural and
environmental issues, local roads, harbours Water supply and sewer,
sanitation Culture and business development
Slide 5
KS EffektiviseringsNettverkene Benchlearning Get comparative
data on services on chosen areas Compare effectiveness and quality
with others Mutual exchange of experience and learning focus on
improvements High score in municipalities; why do they get these
scores? Identify best practice Set targets on improvement of
services Evaluate and improve compare between and within local
authorities over time continuous improvements
Slide 6
KS EffektiviseringsNettverkene Is it necessary to measure in
order to improve? What is alternative? Stop believing, start
knowing Easier to set targets precisely
KS EffektiviseringsNettverkene How do we work: recipe Gather
together 5-12 local authorities Present comparative information
Evaluate and analyse the results Reflection and comments Identify
good practice Pressure to change: what do we do when we get
home?
Slide 9
KS EffektiviseringsNettverkene The users Are they satisfied
with the services? The employees Are they satisfied with their work
situation? Economy Do we have an efficient way of capitalizing our
resources? Internal processes/routines Do we perform our services
rationally and efficient? Balanced management : Focus on more than
one issue
Slide 10
KS EffektiviseringsNettverkene Input of resources Cost Input of
resources Cost Availability of services Measured quality: Hard data
Measured quality: Hard data Experienced quality: soft data Network
Overview of services What can we learn from others ? Set targets
Reach targets, implement measures, improve Targets and improvements
in services
Slide 11
KS EffektiviseringsNettverkene Data from different systems Key
figures from account and services/public statistics Costs and
availability Data from the municipalities 5-10 per service Measured
quality Surveys, 20-25 questions per services Experienced
quality
Slide 12
KS EffektiviseringsNettverkene Established early 2004
90-100.000 answers from users and employees every year 250
municipalities use the system
Slide 13
KS EffektiviseringsNettverkene Presentasjon | 2007 What is the
most important cause of the variation in cost?
Slide 14
KS EffektiviseringsNettverkene Presentasjon | 2007 Which is the
most important cause to the cost level?
Slide 15
KS EffektiviseringsNettverkene InputResults What are our
results ? What can we learn from the others ? Which targets ?
Results
Slide 16
KS EffektiviseringsNettverkene Is there a connection between
resource allocation and quality? Resource analyses + quality
analyses Our focus i the networks: The relation between INPUT and
OUTPUT Output Input
Slide 17
KS EffektiviseringsNettverkene Analysis of a service The
analysis of a service is a systematic and balanced assessment and
interpretation of the service The objective of the analysis is to
provide an overview of the service strengths, weaknesses and
challenges. The analysis also includes possible options for
improvements.
Slide 18
KS EffektiviseringsNettverkene Critical factors of success:
Commitment by executive leadership; give top priority Information
in organizations and to citizens and users Information to and
involvement of political level Participation within the
organization Motivation to learn from others and teach others
Slide 19
KS EffektiviseringsNettverkene Presentasjon | 2007 The
Efficiency Improvement Networks are a learning arena The local
authorities achieve : Better insight into their own services, and
the connection between resources spend and the quality of the
service An overview of the entire network and possibility for
comparison A better management tool Solid basis for decision making
for local politicians Increased user focus, dialogue and
empowerment of users and KS obtains evidence and examples to use in
our lobbying to Government
Slide 20
KS EffektiviseringsNettverkene Three things to remember: 1.
Focus on the connection between the recourses spend and the quality
of the service 2. Networks which focus on learning 3. Set targets
on services
Slide 21
KS EffektiviseringsNettverkene What else? Network for 10
largest cities in Norway Running continuously Operate over 9
services Extra level built in - which considers the overall
economics of the city Additional reports produced annually
Slide 22
KS EffektiviseringsNettverkene Presentasjon | 2007 Its about
self-confidence Dare and actually realize that the municipality
have sufficient competence to do the job. Life is - the art of
making sufficient conclusions on insufficient premises. Samuel
Butler