Efficiency in Local Government
Ever since local authorities were set up, people have complained that they are inefficient. Bureaucrats give the impression of running systems that breed paperwork. Obstacles seem to be put in the way of doing jobs. All too often, people in need of help appear to fall between departments. This public perception is not always based in reality – there are many good and efficient councils – and bad news always trumps good in the media. But the gradual accumulation of responsibilities has hampered the efficiency of many authorities, resulting in piecemeal, siloed systems and processes that are rarely integrated.
We have been helping municipalities now across the continent get to grips with increasing efficiency through modernisation. One city, in particular, stands out for the radical way in which it is changing the way it works.
A large city in Germany
In 2006, city councillors from all parties made a historic decision. A combination of factors led them to conclude that they needed to make a fundamental change to their IT organisation, with an emphasis on maximum efficiency improvements, rather than simply saving money. Central government had imposed a requirement to be efficient. It also told German councils that they must prepare for issuance of electronic identity documents (or e-passports) for every citizen.
The councillors set up the New Strategic Orientation for the IT Organisation programme. This series of projects would run for more than eight years, well beyond normal electoral cycles. The councillors regarded efficiency as fundamental to serving their citizens better, rather than an electoral issue. The programme’s main aim is to create a single, centralised back office for all of the council’s functions, run by a single IT team – a major departure from the old practices.
Easy access with I-Identification
Central to the German city’s ultimate realisation of its plans is the use of e-passports to access services electronically. In Sweden, a similar system is already in place. Our idea, which has been adopted, was for banks to issue digital i-identification certificates, which can be downloaded to a memory stick, computer or mobile phone.
Combining i-identification with a personal e-mail address and password, users can pay taxes, make declarations and apply for licences wherever they are.
Information and security on the move: Mobilog
Once the German city has implemented its new security procedures, mobile working becomes a possibility. In Helsinki, our cloud-based Mobilog system is both automating home health work visits and making citizen clients more secure.
Instead of working to a fixed, printed roster or returning to their offices for their next assignment and to fill in reports, health workers for the elderly, such as day carers, health visitors and meal deliverers, can now do everything on the move, using mobile devices.
Getting there faster: Journey Planner
A system like Mobilog could also be integrated into a web-based journey planner. Ours made its debut in Helsinki but is now used nationwide in Finland and in the United States.
The system, which can also be accessed by mobile devices, allows citizens to plan journeys using any form of public transport, including busses, trams, trains and ferries, as well as cycling and walking.
The aim is to encourage people to use public transport more frequently, which increases its efficiency, minimises pollution and energy use and raises the number of fare-paying passengers. It also allows local authority staff to plan their journeys more effectively. It works.
Taking the paper out of registrations: Ilmonet
Registering for any local authority service can be a most frustrating experience, involving multiple forms. It can also be one of the most inefficient. Printed forms have to be rekeyed. Even when municipalities use interactive pdfs or online forms, automation is often limited – council staff print out the forms and rekey the details.
In contrast, our ilmonet.fi website for Helsinki adult education services automates the entire process. Users may browse nearly 10,000 courses, save details or send a link to friends to show them what is on offer.
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