Improved municipal services by benchmarking and cooperation

1. Reykjavik 05.09.2011 Improvedmunicipal services by benchmarking and cooperation Ove Monsen og Jan Wølneberg

2. Agenda • Aboutus, KF. (Youprobablywant to knowsomethingaboutwhoyouperhapswill be dealingwith) • Why ‘bedrekommune’ and ‘bedreinnsikt’ • Whatarethebenefits, whataretheexperiences from Norwegian municipalities • The system

3. About KF • 100 % Owned by KS • Purpouse: • To assist thelocalauthorities in improvingtheir services to the public • Values: • Knowledge, innovation, trust • Business idea • ”Why do the job 430 times when KF can do it once, and for all ofyou” • Product development guideline: • At least 200 municipalitiesshall be able to useour standard products

4. The big paradox • By law all municipalitiesshallprovide 160 identical services to theirinhabitants, regardlessofsize and resources (from 247 to 600.000 citizens) • Therearevirtuallyno national standards for how to deliverthe services, nor qualityindicators for what is a goodenoughdeliverance • 430 units inventthesame wheel 160 times • This paradox, or gap – if you like, is the arena for ourstrategies and role in themunicipalmarketplace

5. Our strategicrole • To be the (selfappointed) chief editor of a national libraryof best practiceproceedings, qualityindicators, and servicelists • To providethetoolbox to improvemunicipal management • Content is thecoreofour business proposal

6. Connectingthedots Internalprocesses Management Citizens dialogue Service declarations Digital Forms eDialog24 KF Info Base KF Case handling User surveys with benchmarking capabilities KF Improved Management

7. Why? • The demographicdevelopmentrequiers a formidable increase in theefficiencyofthewayweprovideour services • Weneed to compareourselves and learn from eachother • The citizens has become more and more like a customer • They have rights, and demandsquality • Weshould be able to documentthequalityofour services, and be openabout it

8. What to measure? • The degreeofsatisfactionamongpupils, parents and teachers • The degreesachieved in different subjects • Economicmeasures, like Costofeducation material pr pupil, Total cost pr pupil, numberof teachers pr pupil, and so on • Putthemtogether and you have an unique plattform for improvement

9. Publishtheresults

10. The benefits • The same questions in the surveys • The same economicindicators • Comparewithyourself and others over time (trend analysis) • Givesyouthe questions: • ‘Whydoesthatmunicipalityachievethe same satisfaction by theusers as we, butspends less money?» (or theotherwayaround) • The citizens getrealistic and comparableinformationaboutthe services

11. Agenda bedrekommune.no • 2 minutesbriefhistory • Reports: whatthe system can do for you • Results for yourmunicipality and yourschool • Comparewithyourneighbour-municipality • How to do theimplementationofthe system • The most importantissues • What is alreadygenerated • What do you have to add

12. bedrekommune.no pr 1 sept 2011 • No ofyears: 9 • No ofmunicipalities: 361 • No ofusers: 14 488 • No of org. units: 45 656 • No ofanswers: 934 819 • No ofpasswords: 1 501 749 • No of single answers: 42 875 149

13. Historicresultsofthe surveys

14. Compareyourself

15. Compareyourself

16. Compareyourself

17. Comparewithothers

18. Comparewithothers

19. Official reports Information

20. Official reports

21. Official reports Details

22. Official reports

23. Official reports Export to Excel

24. Municipal reports Total pupils Select. asked Select. % No. ofansw. Answer %

25. Municipal reports

26. Municipal reports How satisfiedareyouwithyourchildssocialdevelopement?

27. Municipal reports Total for theMunicipality Unit 1 Unit 2

28. Municipal reports

29. Municipal reports

31. Survey menu Org. Units Users Surveys

32. Surveys

33. Pupils Parents

34. Buildingthestructure • Generate all units • Geography: Groups ofmunicipalities, Municipalities • Commonstructure for all municipalities • Administration, Kindergardens, Education, Care for theelderly, Health care, Culture …… and so on • Build all units under education for eachmunicipality • If nescessary – addclasses (under-units) • The same for all other areas youwant to perform surveys • Generatethe surveys • Generatetheusers(and networks if nescessary)

35. Global structure Regions Counties

36. Global structure Municipalities

37. Org. unit menu (browse, create, edit, delete org. units)

38. Commonstructure for themunicipal services Org. units KOSTRA = In Norway all thelocalauthorities report to the state in thisstructure. In Icelandyoushoulduse a commonstructure for all municipal services

39. Localstructure - units

40. Localstructure - units

41. Passwords No ofpupils

42. User menu > selecteduser Users Org. unit Role/function

43. The surveys

44. User manuals

45. Summary • A computer system for advancedhandling of surveys • Most ofthestructure is pre-defined • All therecipientsusethe same surveys • Benchmarkyourresultswithyourneighbour • Benchmarktodaysresultswith last years • All textwill be translated to Icelandic • Easy to use • The resultscan be used for more advancedanalysis in KF Improved Management

46. Compare and analyze! Overview - yourlocal surveys Country average Your results Datakilder: KOSTRA, (IPLOS), Skoleporten, bedrekommune.no

47. Economicindicators

48. Compareyourown units – over time

49. Responsestatistics

50. Comparewithyourneighbour