eservices in Stockholm Rolf Qwärnström Mobile information society TietoEnator 2003 Page 1
Government Many of the most extensive and critical government IT solutions in the Nordic countries are designed, implemented and maintained by TietoEnator. With a wide range of innovative services and solutions we help our customers reach their strategic goals in the digital society. Page 2
Key offerings We offer services and solutions to support government core operations. egovernment Development Government Solutions Application Service Management At the core of the society Page 3
Facts Personnel > 1 300 Countries of operation: Finland Sweden Norway Denmark Estonia More than 40 years of in-depth experience in government market Page 4
Our Nordic Customers MINISTRY OF THE INTERIOR City of Helsinki Rikstrygdeverket Parliament of Finland Page 5
Trends in Government Lack of resources, financial pressures Ageing brings pressure to the renewal of operations Need for seamless and effective value chains Need for better utilization of government information assets The demand for egovernment solutions and electronic transactions increases Growing demand for mobile and digitalised self-services Growing interest in uniform government solutions in Europe Page 6
Serving Society Taxation Labour administration Judicial administration Security Traffic Education Pension solutions Decision-making Digitalized self-services Page 7
Taxation Tietokarhu Oy is a joint venture of TietoEnator and the Government of Finland. Our Task: To support the development of taxation by providing reliable ICT services. We Offer: Application management services to ensure the integrity and reliability of strategic tax systems. We are also involved in several programs to renew and develop tax systems. Page 8
Security Our Task: To ensure the continued operation of vital public services. We Offer: A set of IT tools for managing the situation picture, for command operations and ensuring secure communications. Our Projects: Several agency-specific situation management systems and other missioncritical core systems. We have built longterm relationships with customers such as the Finnish Defence Forces, the Finnish Frontier Guard and the Finnish police. Page 9
Labour Administration Our Task: To offer a wider range of services that give significant new benefits for employers and job seekers. Our Projects: TietoEnator is the leading developer of digital labour management systems in the Nordic countries. The systems we have implemented in different countries offer services to employers, job applicants, those looking for new jobs, and the unemployed. Page 10
Judicial Administration Our Task: Using IT to enhance the administration of civil democracy and justice. Our Projects: The election information system (a nationwide vote-counting system and information service), and information systems supporting the enforcement and service functions of the Finnish Ministry of Justice and the Legal Register Centre. Page 11
Traffic Our Task: To develop telematic traffic management services. Our Projects: Digiroad, a national road and street database (route planning and optimization, en route navigation, directing emergency services to accident site, services for public transport); vehicle information system for the Finnish Vehicle Administration; train inspection system for the Finnish Rail Administration. Page 12
Education Our Task: To support the goals of education policy through the development of service and information systems for administrators and those looking for a place of study. Our Projects: A web-based system for applying to Finnish polytechnics, the Finnish matriculation examination system, an educational institution management system for the Finnish National Board of Education, an applicant and student information system for Finnish universities and a monitoring and assessment information system for polytechnics. Page 13
Pension Solutions Our Task: To ensure the continued operation and development of the public pension information system. Our Projects: Pension system reform carried out in cooperation with the Finnish State Treasury, the Finnish Lutheran Church and the Social Security Institution of Finland (KELA); Vilma, a project to improve one-stop services; various information system projects required by the 2005 pension reform. Page 14
A Swedish esmorgasbord - based on experience and project's from the city of Stockholm Two main visions eservices (external/internal) edemocracy (transparent organization) Based on different business drivers Provide services in an efficient way and cut costs (both parts) The citizens have a right to follow the decision making process The ideas are not new but the process takes time and most of the project's are in pilot phases. Page 15
A Swedish esmorgasbord - Examples from different areas eservices in education Sending applications and an interactive dialog. elearning for the employees in the city Mobile solutions in elderly care Handheld, fixed telephony and bar codes eservices in childcare (Apply and offerings) Citizens assistant Parliament citizen services (decisions etc available in net) Page 16
eservices in education 1999 Stockholm did their first eservice trial letting students apply for college (gymnasieintagning) by using the web. They had a hit rate over 90% already the first year The solution was delivered by TietoEnator For Stockholm it was the first attempt which combined extended service to the citizens combined with cost reduction for the city. Today the solution is used by every local community within Stockholm county.. Page 17
eservices in education A platform for an interactive dialog between students, teachers and parents based on a web solution. Objectives is to keep track on every students achievements, comparing to goals agreed upon and have a dialog between the school and home. Will be combined with a pedagogic platform for teachers close to elearning. Page 18
elearning? - in Stockholm Why elearning? Changes in the education and training systems to move to a knowledge-based society Changes in the request of new and uppdated knowledge The globalisation make changes in availability of knowledge and educated people Page 19
elearning? - in Stockholm The city of Stockholm have been using elearning for several years and been training their employees in different IT solutions (Finance and enterprise solutions) TietoEnator have been providing platform, tools and content Examples from the new finance system.. Instead of 15 000 users having 1 day training (In groups of 16 it would take 4,2 year) they could have 2 hours training by elearning when they have the time free for it. It also reduce the calculated cost with 80% Page 20
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Mobile documentation for home help services 3 different pilots Main objective to find a documentation model for personnel without, access to a PC, who provides services in their clients home. 3 different pilots based on mobile communication (PDA), on fixed telephony (VRC) and on bar codes. The solutions could in greater or lesser extent; Provide information about the client Admit the employee to report their effort Provide information to a database accessible for authorized individuals. E.g. management, relatives and others using different entrances. Based on a mobile client, database and web. Status in Stockholm is that an evaluation has been done and they have an ongoing purchase. Page 22
eservices in childcare The task is to identify the user, sending application and follow the decisions via web form and sms. The process started when a parent use a web form to apply for a PIN to secure communication with the local authority's His/her identity will be checked to see if the family are taxed in Stockholm and entitled to childcare the system returned a temporary pin via sms The parent use the pin to identification (via web) and received a new permanent pin and could apply for a place in a daycare centre. The local authority's could offer him/her a suitable place that could be accepted or rejected. The trial took place in 6 months and the evaluation recommended Stockholm to go for a full scale solution and solutions from TietoEnator including this functions have been purchased. Page 23
Contact Center in Stockholm A pre study and 2 pilots Some early conclusions High volume of telephone call and a good potential to build a well functioning contact center with an increase service level and to lower cost High share of the contacts are in the area of general information and guidance (about 78-80% based from analyses in Bromma and Hässelby (Local city districts) Differences in policies between different departments when it comes to service levels a way to unify work processes Establishing a contact center means a relative extensive change in the organisation, processes and the attitude to telephony and service Page 24
Contact center in Stockholm Pilots up and running A contact center is providing services in different areas by different channels e.g. telephony, web and email. Manned with skilled personnel who has competence in different areas, e.g. childcare, elderly care, social benefits and so on. Advanced switchboard based on VCR, skill routing and a workflow system. Combined with eservices and interactive FAQ (Citizens assistant) Used both external and internal (www.stockholm.se) E.g Bromma The complete solution delivered by TietoEnator and TeliaSonera Page 25
Parliament citizen services (decisions etc available in net) Political decisions and minutes from open meetings available on Internet Also possible to follow your own case if you for example have applied for building permit or something similar. Public political meetings are broadcasted by local television. Should increase in popularity when you make it available on Internet, as an on demand web cast. Stockholm also have a contract database available on Internet for vendors and employees Page 26