reflections on improving public services in the netherlands
DESCRIPTION
The systematic improvement of public services of national, regional and local governments is now 10 to 15 years underway. Alex Lambregts participated in this process for 8 years and would like to share some personal reflections with the audience regarding the do's and the don’ts. He hopes this will encourage the attendees to comment and to share their reflections on the development of public services in their own countries; not to criticize but to learn and inspire.TRANSCRIPT
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SMARTERCITIES
SMARTERSERVICES
Alex LambregtsChairman VDPNetherlands
It takes (your)individual leadership to change and improve public services
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content
• What is Answer©?
• Results/improvements
• Change: doing the right things
• The driver of change: leadership
• What about you?
• conclusions
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Strategy and Answer©
• In 2006 the brancheassociation VNG outlined the strategy to improve public services. It was stated that
• In 2007 the VDP released Answer© describing the contactcenter for the municipalities
• In 2010 more differentiated; one governement one fo
In 2015 municipalities are the gateway to all governmental services
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model for growth: 5 fasesO
rien
tati
on
accessibility One clear access
Many accesses
Demand orientation
Supply oriented
fase 2. Channel gives
answer
fase 3. Frontoffice gives
answer
fase 4. Municipality gives answer
fase 5. Government gives Answer
fase 1. Department gives answer
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Effect for the citizen
KCC
burger
gemeente
andere overheden
burger
gemeente
andere overheden
KCCburger
gemeente
andere overhedenother governments other governments other governments
citizen citizen citizen
community community community
CC
CC
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Performance KCC
Governance and processes
Systems and Information
Products, services and channels .
Leadership and
employees
CallcenterWebsit
e
E-mail FAQ
Counter products(deliverd in 24
hrs)
Proces-design
SLA’s
Mid-officeClient research
Training
Organisationchange
Culture
Product & services catalog
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Midoffice Suite Technical Architecture
Adapters
Centraldata store
Departmental specific Information Systems
Citizen/Business
Post E-mail SMSWeb Telephone Counter Chat
Broker
WebintakeE-forms E-cash
DigiD
Authentication
PersonalisationMy
Zoetermeer
CMS
CRM
Workflow management
Adapters
Product and
Services catalog
Datawarehouse
Case repository
Documentstore
Biztalk 2006
Biztalk 2006
CRM 3.0
CRM 3.0SQL 2005SQL 2005
Sharepoint 2007Sharepoint 2007& SQL 2005& SQL 2005
Front-office
Mid-office
Channels
Back-office
Web services
SQL 2005SQL 2005
TaxesTaxes Record
Record
administration
administration
Webservices
Permits
PermitsSocial security
Social security
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Improvements in Answer© domains
• Communication• Organisation
• Ict
• Personal
• knowledge
• pro active, use of social media• front office, coop. with back
office, more ccc’s• digital (processed) products
digital available, integr. fo-bo-infrastr. (mo), open data/- source software, standards
• selection of fo-personel, more and better training (ccc-academy), higher levels of education, awareness-culture
• Better, simpler, up to date webbased information
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Results on channels
- Counter: all products, web based inormation, faster, better hours of opening, etc
- Telephone: 110 cities have the 14+ number, callcenters, webbased content, educated and trained staff
- Website: better cms, customerfriendly, up to data info
- Post: some improvement, increasingly digitalised and processed
- Mail: disaster
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But we could, should go faster!
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We need more leaders
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challenge
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Change needs (Kotter):
• Doing the right things in the right order: 8 phases for change
• The machine that drives change is leadership
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Sense of urgency
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Leading coalition
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vision
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strategy
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communication
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empowerment
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generate short term success
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consolidation and acceleration
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anchorage of culture
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change at the national level
Sense of urgency
Leading coalition
Vision and strategy
Communication
Empowerment
Short term successes
Consolidation and acceleration
Anchoring in culture
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change at the local level
Sense of urgency
Leading coalition
Vision and strategy
Communication
Empowerment
Short term successes
Consolidation and acceleration
Anchoring in culture
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Three types of leaders
• “visionary”
•
• “collaborative”
• “every day”
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What is leadership?
• Develop a vision
• Level people
• Motivate and inspire to realise
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Matrix of leadership
context
type
international national local
Visionary
Collaborative
Every day
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CONCLUSIONS
• Improvement of public services is proceeding, step by step, but I think it should go faster
• Answer© is a good concept and has served us well but it shoul be updated
• Reflection on how we manage change in the perspective of the 8 fases of Kotter can learn us a great deal
• Cuts in budgets can be a blessing in disguise• To continue climbing the steep mountain and
accelerate, we need an increase in leadership• Leadership starts with yourself!• Citizens and companies profit, and also yourself
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What does it take to be a leader?
• A: attitude
• B: belief
• C: commitment
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Positive attitude
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Belief
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commitment