Sharing Services across Government to improve quality and reduce costsExperience from Kieku-programme <br />13.10.2010<br ...
Contents<br />State Treasury in Brief<br />Kieku backround<br />Howwestandardisedprocesses<br />Government service centres...
Treasury in brief<br />Developer and provider of internal corporate services for central government in partnership with go...
4<br />Drivers for moving to more efficient support services<br />Expectations on <br />Electronic Administration<br /> an...
The foundation stones<br />New integrated application technology<br />5<br /><ul><li>Standardisation of processes and poli...
Creation of shared service centres</li></li></ul><li>Kieku-Schedule<br />2011<br />2012<br />2013<br />2009<br />2010<br /...
How we standardised processes<br />7<br />
How we standardised<br />8<br />
9<br />Level of Standardisation<br /><ul><li>First wave pioneers 1.1.2008
Customers of service centres:</li></ul>	44% of bureaux when full time person years in bureaus is used as reference value<b...
90% of total number bureaus as  a customer
13-30% improvement in productivity
Target
100% standardisation (phase 2) and 100 % customership
40% improvement in productivity</li></li></ul><li>Government service centres in Finland<br />
11<br />Service Centre create consistency in service quality and cost improvement<br />Cost/benefit analysis <br />Custome...
 Service Centre Locations<br />12<br />Kuopio<br />Joensuu, Head Office<br />Hämeenlinna<br />Mikkeli<br />Pori<br />Turku...
Common Application (Kieku)<br />13<br />
Kieku – new system for government financial and HR administration<br />
What Kieku enables?<br />
Lessons Learned<br />16<br />
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Sharing services across government kieku finland state treasury

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Presentation by Mikko Kangaspunta at Overheidscongres about Public Shared Services: Sharing Services across Government to improve quality and reduce costs.

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Sharing services across government kieku finland state treasury

  1. 1. Sharing Services across Government to improve quality and reduce costsExperience from Kieku-programme <br />13.10.2010<br />Mikko Kangaspunta<br />
  2. 2. Contents<br />State Treasury in Brief<br />Kieku backround<br />Howwestandardisedprocesses<br />Government service centres in Finland<br />Common application (Kieku)<br />Whathavewelearned (untilnow)?<br />2<br />
  3. 3. Treasury in brief<br />Developer and provider of internal corporate services for central government in partnership with government offices and agencies: <br /> - financial and personnel administration processes and data systems, government shared IT services, fiscal administration <br /> - pensions and accident compensations for government employees, support for activities to maintain work ability<br />Servicesfor private citizens and companies:<br /> - compensation for military injury and criminal damage, guarantees and interest subsidies for home loans, exemption decisions, government yield bonds<br />600 employees<br />operates under Ministry of Finance<br />3<br />
  4. 4. 4<br />Drivers for moving to more efficient support services<br />Expectations on <br />Electronic Administration<br /> and self-service<br />Economic framework <br />and productivity expectations<br />Retiring population and <br />competition for workforce<br />Financial and personnel<br />administration<br />Evolving management <br />and emerging information <br />needs<br />Development of <br />technologies <br />and service models <br />Impact of <br />regionalisation<br />
  5. 5. The foundation stones<br />New integrated application technology<br />5<br /><ul><li>Standardisation of processes and policies
  6. 6. Creation of shared service centres</li></li></ul><li>Kieku-Schedule<br />2011<br />2012<br />2013<br />2009<br />2010<br />2008<br />Roll outs(Ministry of the Interior)<br />Buildupglobaltemplete and pilots<br />Roll outs (otheradministrativesectors)<br />2kk<br />Skills management roll outs<br />Takecare of data-conversionsand interfaces<br />Builduphostingservices<br />Ongoingservices<br />Arrangesupportand maintenance<br />Other Ministries<br />State<br />Treasury<br />Academy/<br />Border Guard<br />Ministry of<br />Interior<br />
  7. 7. How we standardised processes<br />7<br />
  8. 8. How we standardised<br />8<br />
  9. 9. 9<br />Level of Standardisation<br /><ul><li>First wave pioneers 1.1.2008
  10. 10. Customers of service centres:</li></ul> 44% of bureaux when full time person years in bureaus is used as reference value<br /><ul><li>Degree of process standardisation (phase 1):</li></ul> 47% in personnel administration <br /> 57% in financial administration <br /><ul><li>Today
  11. 11. 90% of total number bureaus as a customer
  12. 12. 13-30% improvement in productivity
  13. 13. Target
  14. 14. 100% standardisation (phase 2) and 100 % customership
  15. 15. 40% improvement in productivity</li></li></ul><li>Government service centres in Finland<br />
  16. 16. 11<br />Service Centre create consistency in service quality and cost improvement<br />Cost/benefit analysis <br />Customer and job satisfaction surveys <br />Service contract templates <br />Pricing models<br />Follow-up of monitoring of productivity <br />Acquisition of training services<br />Finnish states service centre (as one agency)<br />was established in beginning of 2010<br />800 employees in six cities<br />
  17. 17. Service Centre Locations<br />12<br />Kuopio<br />Joensuu, Head Office<br />Hämeenlinna<br />Mikkeli<br />Pori<br />Turku<br />
  18. 18. Common Application (Kieku)<br />13<br />
  19. 19. Kieku – new system for government financial and HR administration<br />
  20. 20. What Kieku enables?<br />
  21. 21. Lessons Learned<br />16<br />
  22. 22. Lessons Learned - in general<br />Start with the end in mind <br />Senior Leadership is essential<br />Take care of Communication<br />Build up Partnerships<br />Be prepared this is totally different from anything you have done before<br />17<br />
  23. 23. Lessons learned- in practise 1(2)<br />Master data: payenoughattention<br />Whoownsstructures, content, rights to update data?<br />Kieku is master for personnel and vendor data <br />Office/substancesystemsaremasters for customer data<br />Team of playersinvolved: who ”drives”?<br />Who is the ”solutionprovider”/integrator?<br />Whatareresponsibilities?<br />Plandependencies on othersystems , projects and changescarefully<br />Have ”planB’s”<br />18<br />
  24. 24. Lessons learned - in practice 2(2)<br />One technology (e.g. SAP) wouldhavebeeneasier to dealwith<br />Challengingintegrationbetween SAP and Logicacomponents<br />But SAP has no solution for Finnishgovernmentpayroll<br />Supportingdifferentcollectivebargainingcontracts<br />One centralisedsystemhasitsownchallenges<br />How to guaranteefutureperformance and continuation? <br />Organizationstructures, codes etc. aremorethancomplex<br />Civilservantmayhavecontractwithmorethanoneoffice<br />19<br />
  25. 25. Meet the programme objectives<br />The common Kieku IT-system enables increased productivity by simplifying and automating financial and HR administration processes <br />Common operating processes with clearly defined roles and responsibilities enable efficient knowledge sharing and ensure high-quality financial and HR administration processes and information.<br />The Kieku IT-system enables harmonized services provision and continuous improvement based on the shared services model as well as supports the agencies core operations and information needs.<br />Productivity<br />Commonality<br />Service andquality<br />Skills<br />
  26. 26. Contact<br />www.kiekuhanke.fi <br />kieku@statetreasury.fi <br />

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