Global City Services Benchmarking

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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

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WHY - We want to add more value from benchmarking

•  having adhoc visits •  with no-value-adding participants •  with limited (no?) preparation •  making general presentations •  about topics not agreed ahead •  with no answers to real issues •  without value-adding dialogue •  with no actions after the meeting •  with no structured outcome •  AND re-inventing adhoc,

benchmarking event for the next case

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•  defining the scope and goals well •  involving right experts early •  searching for digital information •  using on-line preparation (chat) •  sharing critical questions •  working on mutual win-win agenda •  with to-the-point agenda items •  having good dialogue during visits •  defining concrete actions •  sharing best practices •  sharing summary reports •  sharing implementation •  leading to continuous collaboration •  AND improving and repeating shared

benchmarking methodology for the next cases

FROM TO

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High Level Program Plan

March-June 2012 November 2012 - 2013 August-October 2012

Idea clarification Project Planning Project Implementation

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Idea clarification phase: tasks

•  To define the benchmarking process and tasks

•  To define the service processes in pilot scope

•  To define the locations for benchmarking

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The city services benchmarking process

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Baseline

• Define the service process scope and goals

• Identify critical questions

• Search for digital information

• Search for relevant experts

• Search for possible locations

• Define relevant communication forums

• Make a benchmarking project plan

Connect with

• Project team • Local experts • Global experts • Vendors • Consultants • Global forums • Existing networks

• Government contacts

• Open and activate on-line forums

• Define draft critical questions

• Qualify benchmarking locations

• Contact potential locations

Benchmark

• Agree on project plan

• Send preparation materials

• Agree on critical questions

• Agree on visit agenda

• Set up preparation conference calls and on-line discussions

• Set up the site visits

• Document process models

• Document innovations

• Document lessons learned

Analyze

• Create a summary report of visits

• Make a list of identified best practices

• Compare alternatives for implementation

• Assess the benefits and risks of each alternative

• Share outcomes with benchmarking partners

Recommend

• Define the most relevant best practices

• Create a best practices based new process model

• Make a proposal for development project, outcomes and benefits

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-  Stakeholders -  Service scope -  Planning budget -  Planning resources -  Go/No-Go decision

-  Location selection -  Contact people list -  Project budget -  Project resources -  Partner selection -  Project plan -  Go/No-Go decision

- Agreement on critical questions -  Agreement on preparation tasks - Agreement on project plan

- Project summary report - Best practice list - Potential actions - Risk/Benefit analysis

-  Implementation proposal for a service improvement program

AGREEMENTS AND OUTPUTS

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Potential pilot service processes/areas

•  Social services: Children daycare

•  Social services: Elderly homecare

•  Circular economy and waste management: Resource

management efficiency and monitoring

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Critical questions example: Elderly HomeCare

•  What kind of different segments you have within elderly homecare ? •  How you manage the medical services ? •  How you manage the food services ? •  How you manage laundry and other services ? •  How you support the physical movements from one place to another ? •  What special services do you have for certain groups (like dementia) ? •  How you collect, maintain and use customer information ? •  How you manage payments and service fees ? •  How you manage the security and potential crisis situations ? •  How you support the social and and psychological needs ? •  What type of special equipments are you using ? •  How you use mobile, location-based and other ICT technology ? •  How you use private sector service providers and for which services? •  How you measure process efficiency and customer satisfaction?

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The list of experts (Children Daycare):

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Relevant forums and events for learning and establishing connections •  Living Labs Global, Copenhagen, http://citymart.com/Default.aspx

•  http://www.csreurope.org/pages/en/about_us.html

•  Events:

•  http://www.terrapinn.com/middle-east/smart-cities-world-mena/programme-day-1-smart-cities-world-mena-monday-4-june-2012.stm

•  http://cities2012.org/ June, Australia

•  http://www.internationalregions.org/ Sep, Helsinki ?

•  http://www.smartcitiesglobal.com/ October, Amsterdam

•  http://www.smartcityexpo.com November, Barcelona

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Potential pilot cities

•  Amsterdam

•  Barcelona

•  Geneva

•  San Antonio

•  Santiago de Chile

•  Seattle

•  Shanghai

•  Singapore

•  Sydney

•  Vancouver

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The content of material for Sitra management meeting ready on June 7th:

•  Background

•  The reason for the project

•  Project summary and timeschedule

•  The high level benchmarking model, process, tasks and outputs

•  The list of services/functions/areas in pilot scope

•  The list of key questions for selected pilot areas

•  The proposal for pilot locations

•  The proposal and budget for next phase : Project Planning Phase

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