Effective Public Services Based on the Citizens' Needs

1
Effective Public Services Based on the Citizens'
Needs

• Heikki Lunnas
• Development manager, information society
• Association of Finnish Local and Regional
  Authorities
• heikki.lunnas_at_kuntaliitto.fi

2
Finnish Public Government

• State government
• Central state government
• Regional state government
• Local state government

• Local government
• Municipalities
• Subregional local government
• Regional local government

Staff 120.000
Staff 430.000
3
Cold and warm services

• State government

• Local government

Central
Local
Regional
Subregional
Local
Regional
4
Problems

• Shut-down of physical infrastructure
• Low level of volume in more sophisticated
  services on sparsely populated areas
• Aging of the population
• Self-service is an extra IT-cost
• Gap between the management and IT

5
Public services on the sparsely populated areas

• Online is a tool, not the solution
• The role of the physical infrastructure is
  crucial
• one-stop-shops and call-centers with
  public-public-private partnership
• Integrated multichannel technology
• Strong political will
• Survival examples as best practice, not the
  fashion or declarations

6
G2G, G2B
7
Conclusions

• Less services, services with new names
• Proactive services
• Birth certificates
• Tax proposal
• Life-event combinations
• More and better co-operation to keep the physical
  infrastructure alive
• Privacy and CRM
• Joint technical infrastructure for self-service
  and front-office desk
• Re-engineering is the task of the top management