Service Center in Danish Parliament

1. Service Center in Danish Parliament ECPRD in Athens, 11-12 November 2011 ”Folketingets Administration sørger for at folketingsmedlemmerne kan koncentrere sigom det politiske arbejde.”

2. Danish Parliament as a Workplace • 179 members of Parliament • 13 members of EU-Parliament • 250 employees (year count) in party groups • 420 employees (year count) in Parliament Administration • 180 members of press with privileged access to Parliament • In total around 1.000 people working in Parliament.

3. ICT and Telephony equipment = need services MPs and Staff are given almost same equipment: + + + + + Laptop (MPs + Staff) iPad(MPs only) iPhone (MPs + Staff) Home Printer ADSL Modem --------------- (MPs + half the staff) ---------------- • Facts: • 179 MPs + 430 administrative staff + 300 party staff = 950 users • 950 laptops + 150 stationary pc’s + 1000 iPhones

4. Identification Card Keys Arrangements News Papers Travel Service General equipment = need services Dry Cleaning Bicycles EuroCard Diners Batteries Ink Cartridges

5. … more general equipment = need services • Royal Theater • Post Office • Insurance Card • Computer Glasses • - Physiotherapist Massage Visiting Cards Car Parking Free Passes

6. Birth of a Service Center  The Thingstead Where to give personal service and where to sit ? Upper deck Upper deck  Generel Services  It and telephony Middle deck Lower deck  Workshop

7. Upper deck Upper deck Middle deck Lower deck

15. Upper deck Middle deck Lower deck Lower deck

18. About Priorities when giving service TingService First priority: Most services must be:- administrative procedures - work flowed by it- data registered Second priority: We add:- individuality in treatment- unpretentiousness in a respectful way Danger:If second become first… Facts: The it system TingServicetakes care of non parliamentary servicesdata registration and workflows. Has been the back bone in currentelection

19. About Ownership when giving service Wrong staff take ownership to wrong services:- e.g.: id-cards, key handling, post office, telephony = administration- inefficient and often vulnerable - we had an unplanned reform about who owns what ! Academics not ready to take ownership to manual services Tradition gives ownership to central physical areas in parliament:- watchmen and parliamentary staff versus it and general services- not only the ballroom of the ship; remember engine rooms- the unplanned reform about who occupies which areas ! Danger:Escaping confrontations Facts: Service Center in the Folketing is a boat. Upper deck has the ballroom. Middle deck contains men’s mess. Lower decks engine rooms and stockpile

20. FYI: Who pays ICT and Telephony Communications costs? • All flat rateare paid by parliament • All charged [when you are abroad] are paid by MP him/her selfor your by party group

21. Future services • The iChallenge  We want ‘Remote controls’ ? Web sites  Apps [Remote controls: theme, time and place] Paper Packages  iPads og alike The mail box  Several channels [Apps] Service Portals  Apps Dilemma: Original Apps or the HTML5 ?

22. Thoughts about Future services Examples of Apps / remote controls • My latest achievements - APP- Videos from my presentations in Chamber / Answers on my questions to ministries / News about me … • Committee’s travel abroad - APP- Tickets, agenda, information about visited places … • End of meeting remote control - APP- ”Ready for cleaning service” Facts: We have made one try on an App

23. The End