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Global city services benchmarking
1.
Global Services Benchmarking 4/15/12
Markku Silén
2.
Background • Sitra is
creating a plan to benchmark different city service processes globally • The focus is to find out the best practices for specific service processes • The results can be utilized when designing future best practice model for municipal services in Finland © Sitra
3.
High Level Program
Plan Project Idea clarification Project Planning Implementation March-June August-October November - 2013 © Sitra
4.
Idea clarification phase:
tasks • To define the benchmarking process • To define the benchmarking tasks • To define the benchmarking outcomes • To define the service processes in pilot scope • To define the locations for benchmarking © Sitra
5.
Benchmarking process: ideas •
Using internal Yammer forum for the project team • Using LinkedIn forum for external ideas • Creating e-mail questionnaire templates • Creating critical questions list / service area • Preparation in chat forums, conference calls • Working together with consulting and ICT-vendors as needed • Using government contacts to establish global connections • On-site meetings for in-depth process analysis • Definition of high level service processes and associated best practices © Sitra
6.
Potential pilot service
processes/areas • Children daycare • Elderly homecare • Local Circular economy (needs still more specific target area) © Sitra
7.
Idea clarification summary
report content: • Background • Project summary • The list of services/functions/areas in pilot scope • The list of key questions for selected pilot areas • The proposal for global benchmarking locations • The high level benchmarking model, process, tasks and tools description • The proposal for next phase : Project Planning Phase © Sitra
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