Showcasing And Rewarding European Public Excellence Maastricht, NL, 4-6 .
European Public Sector Award 2009 Showcasing and Rewarding European Public Excellence Maastricht, NL, 4-6 November
Performance Improvement in Public Service Delivery Integrated Online Portal for SME’s of the state capital Düsseldorf
State capital Düsseldorf Düsseldorf, state capital North Rhine-Westphalia 590,000 inhabitants 470,000 employees 40,000 companies Municipality Düsseldorf 9.100 administrative employees 6.600 IT-workplaces 47 agencies and institutes 440 public buildings Performance Improvement in Public Service Delivery 23.09.2009 3
Düsseldorf – World-class for business and living Most innovative and future-oriented cities in Germany Hamburg Düsseldorf Munich Source: PROGNOS 2007. Only cities with more than 500,000 inhabitants were tested. Performance Improvement in Public Service Delivery 23.09.2009 4
The innovation project at a glance Pooling of services Modernisation of administration Technological innovations High-tech / Low-cost approach Virtual SME office EU Services Directive as engine Integrated product and process model (IPP) Integration of existing resources Reduction in Bureaucracy/release Service-oriented architecture (SOA) Scientific accompaniment New service philosophy Transferrable concepts/technology Innovative modelling tool Electronic process handling Use of open source tools Single point of contact Infoline Düsseldorf / citizens’ hotline 115 Competence Centre eGovernment Involvement and strengthening of business Performance Improvement in Public Service Delivery 23.09.2009 5
SERVICE The innovation project at a glance Pooling of services Modernisation of administration Technological innovations High-tech / Low-cost approach Virtual SME office EU Services Directive as engine Integrated product and process model (IPP) Integration of existing resources Reduction in Bureaucracy/release Service-oriented architecture (SOA) Scientific accompaniment New service philosophy Transferrable concepts/technology Innovative modelling tool Electronic process handling Use of open source tools Single point of contact Infoline Düsseldorf / citizens’ hotline 115 Competence Centre eGovernment Involvement and strengthening of business Performance Improvement in Public Service Delivery 23.09.2009 6
SERVICE Company portal Düsseldorf company portal as an element to strengthen its status as a business location Single point of contact for citizens and companies from the end of 2009 as an obligatory measure in Europe Results of the Düsseldorf innovation project can be used for other administrations (CC eGovernment) Performance Improvement in Public Service Delivery Complete electronic process handling for companies (portal/process optimisation) 23.09.2009 7
SERVICE Company Portal Düsseldorf company portal as an element to strengthen its status as a business location Single point of contact for citizens and companies from the end of 2009 as an obligatory measure in Europe Results of the Düsseldorf innovation project can be used for other administrations (CC eGovernment) Performance Improvement in Public Service Delivery Complete electronic process handling for companies (portal/process optimisation) 23.09.2009 8
SERVICE Usability study ‘Am positively surprised’ Likes Very clear and transparent formats. Icons lighten up the page and highlight the respective menu item. The icons are mostly described as appropriate. Wide variety of information and services. The content appears complete at first glance. ‘Very clearly structured with the little pictures.’ Performance Improvement in Public Service Delivery ‘Off the top of my head, I don’t miss anything for the moment; everything that you need seems to be there.’ 23.09.2009 9
MODERNISATION The innovation project at a glance Pooling of services Modernisation of administration Technological innovations High-tech / Low-cost approach Virtual SME office EU Services Directive as engine Integrated product and process model (IPP) Integration of existing resources Reduction in Bureaucracy/release Service-oriented architecture (SOA) Scientific accompaniment New service philosophy Transferrable concepts/technology Innovative modelling tool Electronic process handling Use of open source tools Single point of contact Infoline Düsseldorf / citizens’ hotline 115 Competence Centre eGovernment Involvement and strengthening of business Performance Improvement in Public Service Delivery 23.09.2009 10
MODERNISATION New service philosophy More than 200 products are structured and categorized Innovative approach in project development (science – administration – business) EU Services Directive as engine for reduction in bureaucracy and modernisation of administration Performance Improvement in Public Service Delivery New service philosophy established in administrative culture 23.09.2009 11
MODERNISATION Integrated Virtual SME office in the center Innovative approach in project development (science – administration – business) Internal tracking More than 200 products are structured and categorized Single point of contact One-StopeGovernment EU Services Directive as engine forfor Enterprises Enterprises Virtual SME office Basic philosophy New service philosophy established in administrative culture reduction in bureaucracy and modernisation of administration Portal for Enterprises Qualifications concept Performance Improvement in Public Service Delivery 23.09.2009 12
TECHNOLOGY The innovation project at a glance Pooling of services Modernisation of administration Technological innovations High-tech / Low-cost approach Virtual SME office EU Services Directive as engine Integrated product and process model (IPP) Integration of existing resources Reduction in Bureaucracy/release Service-oriented architecture (SOA) Scientific accompaniment New service philosophy Transferrable concepts/technology Innovative modelling tool Electronic process handling Use of open source tools Single point of contact Infoline Düsseldorf / citizens’ hotline 115 Competence Centre eGovernment Involvement and strengthening of business Performance Improvement in Public Service Delivery 23.09.2009 13
TECHNOLOGY Service orientated architecture Interoperability of the components developed (portal architecture, back-office integration) Use of service-oriented architecture in public administration (SOA technology) Complete electronic process handling for companies in Düsseldorf Development, conceptual planning and implementation of an Integrated Product and Process model (IPP) Performance Improvement in Public Service Delivery 23.09.2009 14
TECHNOLOGY Service orientated architecture Interoperability of the components developed (portal architecture, back-office integration) Use of service-oriented architecture in public administration (SOA technology) Portal component Product model Development, conceptual planning and implementation of an Integrated Product and Process model (IPP) Complete electronic process handling for companies in Düsseldorf Process model Service-based architecture Performance Improvement in Public Service Delivery 23.09.2009 15
COSTS The innovation project at a glance Pooling of services Modernisation of administration Technological innovations High-tech / Low-cost approach Virtual SME office EU Services Directive as engine Integrated product and process model (IPP) Integration of existing resources Reduction in Bureaucracy/release Service-oriented architecture (SOA) Scientific accompaniment New service philosophy Transferrable concepts/technology Innovative modelling tool Electronic process handling Use of open source tools Single point of contact Infoline Düsseldorf / citizens’ hotline 115 Competence Centre eGovernment Involvement and strengthening of business Performance Improvement in Public Service Delivery 23.09.2009 16
COSTS Modelling with oEPC Faster work results through modelling language used (30% time savings) Use and reorientation of existing resources (personnel, organisation, technology) More than 200 administrative processes are recorded and optimised EU Services Directive as engine for reduction in bureaucracy and modernisation of administration Performance Improvement in Public Service Delivery 23.09.2009 17
COSTS Modelling with oEPC Faster work results through modelling language used (30% time savings) Use and reorientation of existing resources (personnel, organisation, technology) More than 200 administrative processes are recorded and optimised EU Services Directive as engine for reduction in bureaucracy and modernisation of administration Performance Improvement in Public Service Delivery 23.09.2009 18
SUMMARY Performance Improvement in Public Service Delivery 23.09.2009 19
Performance Improvement in Public Service Delivery 23.09.2009 20
SUMMARY Impact Complete electronic process handling for companies in Düsseldorf has been implemented Personnel development concept expanded: components to increase the service quality for companies More than 200 administrative processes are recorded and optimised with the open source tool New service philosophy of the ‘Virtual SME Office’ established in administrative culture Performance Improvement in Public Service Delivery 23.09.2009 21
SUMMARY Transferability Interoperability of the components developed (portal architecture, back-office integration) New portal functionalities can be transferred directly to citizen services (electronic processing of forms) Open-source tool can be used in all service-oriented sectors Results of the Düsseldorf innovation project can be used by other administrations (CC eGovernment) Performance Improvement in Public Service Delivery 23.09.2009 22
SUMMARY Impact High acceptance of Düsseldorf’s company portal (1) Visitors per day (from going live to EPSA submission) Performance Improvement in Public Service Delivery 23.09.2009 23
SUMMARY Impact Great interest in Düsseldorf innovation project Performance Improvement in Public Service Delivery 23.09.2009 24
New service philosophy: what it was like yesterday I would like to create a few jobs! Just a moment! Cartoon : Thomas Plaßmann Performance Improvement in Public Service Delivery 23.09.2009 On cupboard door: Regulations – Conditions – Guidelines 25
Düsseldorf innovation project: New service quality New service quality I would like to create a few jobs! Cartoon: Thomas Plaßmann Performance Improvement in Public Service Delivery 23.09.2009 26
Business and administration as synthesis Synergies for citizens and companies through the pooling of competences Wilfried Kruse Frank Hogrebe Commissioner for Business Development, IT, Organisation and Personnel, project management eGovernment, reduction in bureaucracy, modernisation of administration office management, Department for Business Development, IT, Organisation, overall coordination eGovernment Performance Improvement in Public Service Delivery Prof. Dr. Markus Nüttgens University of Hamburg Research focus information systems/ eGovernment Beate van Kempen Andreas Brauer Consultant for IT, technical coordination egovernment, system technology Project coordinator business development, further development of company portal 23.09.2009 27
Many thanks for your attention! Performance Improvement in Public Service Delivery 23.09.2009 28
Copyright This work is licensed under the Creative Commons licence: ‘Attribution – Noncommercial – No Derivative Works 3.0 Unported’. The licence can be viewed under: eed.de The use of general descriptive names, trade names, trademarks, etc., in this publication, even if not specifically identified, does not imply that these names are not protected by the relevant laws and regulations. Performance Improvement in Public Service Delivery 23.09.2009 29
Showcasing and Rewarding European Public Excellence Maastricht, NL, 4-6 November. Performance Improvement in Public Service Delivery Integrated Online Portal for SME's of the state capital Düsseldorf. Performance Improvement in Public Service Delivery 23.09.2009 3
- common aspects of European cultures, heritage and history as well as European integration and current European themes European artists and transnational cooperation with operators from different countries, including other ECOCs. A strategy to attract the interest of a broad European public. Culture European dimension
Evaluating and Rewarding MGO Performance Veritus Group Page 1 Evaluating and Rewarding Major Gift Officer Performance An article from Veritus Group to help you succeed at major gift fundraising. by Richard Perry and Jeff Schreifels Find more White Papers like this at www.VeritusGroup.com What you will learn 1.
Rewarding Excellence hotline: 888-887-6192 (Mon - Fri, 9 a.m. - 9 p.m. EST) Or Questions@RewardingExcellenceCard.com Finding the OS Reports Rewarding Excellence Site: To view the OS Email/Texting Report: Log in to www.RewardingExcellence.com (you must have an SID) Select the Owner Support button
The Rewarding Excellence Visa Prepaid Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. The Bancorp Bank; Member FDIC. The card may be used everywhere Visa debit cards are accepted. The Rewarding Excellence Prepaid MasterCard is issued by The Bancorp Bank pursuant to license by MasterCard International Incorporated.
Rosamond Ben. (2000) Theories of European Integration. The European Union Series. Palgrave; Pierson P. The Path to European Integration: A Historical Institutional Analysis (1996). The European Union. Readings on the Theory and Practice of European Integration, Nelsen B.F. and Alexander C – G. Stubb (eds.), Palgrave, 1998; Marks G., Hooge L., Blank K. European Integration from .
Showcasing Creativity Programming and presenting First Nations performing arts . First Nations performing arts are diverse expressions of continuing living culture . ‘Indigenous’ interchangeably in this report to refer to the Aboriginal and Torres Strait Islander peoples of
the European Parliament, the Council of the European Union — in particular its Horizontal Working Party on Drugs — and the European Commission; the European Centre for Disease Prevention and Control (ECDC), the European Medicines Agency (EMA) and Europol; the Pompidou Group of the Council of Europe, the United Nations Office on Drugs and
Introduction to real analysis / Robert G. Bartle, Donald R., Sherbert. -3rd ed. p. cm. Includes bibliographical references and index. ISBN 0-471-32148-6 (a1k. paper) 1. Mathematical analysis. 2. Functions of real variables. 1. Sherbert, Donald R., 1935- . II. Title. QA300.B294 2000 515-dc21 A. M. S. Classification 26-01 Printed in the United States of America 20 19 18 17 16 15 14 13 12 II 99 .
