reflections on improving public services in the Netherlands

SMARTERCITIES

SMARTERSERVICES

Alex LambregtsChairman VDPNetherlands

It takes (your)individual leadership to change and improve public services

content

• What is Answer©?

• Results/improvements

• Change: doing the right things

• The driver of change: leadership

• What about you?

• conclusions

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

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

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

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

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

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

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

But we could, should go faster!

We need more leaders

challenge

Change needs (Kotter):

• Doing the right things in the right order: 8 phases for change

• The machine that drives change is leadership

Sense of urgency

Leading coalition

vision

strategy

communication

empowerment

generate short term success

consolidation and acceleration

anchorage of culture

change at the national level

Sense of urgency

Leading coalition

Vision and strategy

Communication

Empowerment

Short term successes

Consolidation and acceleration

Anchoring in culture

change at the local level

Sense of urgency

Leading coalition

Vision and strategy

Communication

Empowerment

Short term successes

Consolidation and acceleration

Anchoring in culture

Three types of leaders

• “visionary”

•

• “collaborative”

• “every day”

What is leadership?

• Develop a vision

• Level people

• Motivate and inspire to realise

Matrix of leadership

context

type

international national local

Visionary

Collaborative

Every day

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

What does it take to be a leader?

• A: attitude

• B: belief

• C: commitment

Positive attitude

Belief

commitment