Third Learning Team Meeting on reducing administrative burdens for citizens Paris, 12 September. Presentation on new products

Transcription

1 Third Learning Team Meeting on reducing administrative burdens for citizens Paris, 12 September Presentation on new products

2 Short summary of last meeting Four presentations on methodologies which focus on the qualitative side of administrative burdens of citizens It was decided that three manuals would be produced in English The SCM for citizens The Balance Model Model for Customer Journey mapping (already available in English) In addition a cover document would be produced which would summarise the three methodologies, and describe their benefits how they can be applied Finally, the Netherlands would set up a website which could serve as a central place to exchange knowledge and experiences between the participants of the Learning team.

3 The Standard Cost Model for Citizens The manual has been developed by a external consultant Feedback on the first version was given by Austria, Belgium, Czech Republic, Germany, Malta and Norway. Thank you! It is a simple version: not too elaborated and only focussing on the measurement process and not on the reduction process. It contains both a section for policy makers and a section for practical use. The Model only focuses on the quantitative measurement of AB citizens Not yet completely finished. A paper version will be ready by the fourth LT meeting

4 Balance Model Presented during the meeting in Helsinki by Ben van den Brande (Dutch ministry of Social Affairs and Employment) Is an add-up to the SCM model: it also looks into the perceived burdens and expectations of citizens. Suitable for citizens, businesses and professionals in the public sector. Paper version is ready! Actual situation Expected situation Information obligations Quality of Service Information obligations Quality of Service Compliance obligations Performance indicators Compliance obligations Performance indicators Balans? Balance 23 januari 2008 Sheet 6

5 Model on Customer Journey mapping Presented by Helen Begley of Transformational government (UK Cabinet Office) It is a qualitative approach, focused on emotional insights about a customer, in order to tell his or her story with passion and narrative. Mapping the system, or process mapping, maps the steps in a process and identifies where to act to make the experience as easy, pleasant and efficient as possible. Measuring the experience is a form of mapping that allows you to determine how well an experience is delivered. It can quantify the effect of changes and contribute to business cases. Paper version has already been distributed in Helsinki, but can be obtained via Transformational Government. HEART MONITOR Objectives, scope & journey type Customer segment Moments of truth Key Journey journey steps Steps Ups and downs of the customer experience Levers for solution hunting Oxford Strategic Marketing

6 Cover document on three methodologies Is intended to provide a summary of the three methodologies mentioned above. It also shows how the models relate to one another and in which situations they can be used. Answers nine questions for each model Paper version is available!

7 Website what a relief! Original idea came up during the what a relief seminar in Amsterdam (November 2007) The website should serve as a central place for exchanging information, knowledge, experiences and best practices in the field of creating better services for citizens with less administrative burdens Includes information on publications, the agenda, news and contact information of participating countries. The website can only be of value if all participants contribute to the website! Every two months a call for contributions will be send to the participants. Developed and maintained by the Dutch Ministry of the Interior URL:

8 Thank you! Any questions? Peter Rem Ministry of the Interior and Kingdom Relations Programme on Administrative Simplification