Empowering citizens through digital self-services in the social sector: switching the focus from administration to personal attention

Transcription

1 2010 Tieto Corporation Empowering citizens through digital self-services in the social sector: switching the focus from administration to personal attention Tieto in cooperation with City of Espoo Roland Granlund Vice President Tieto, Welfare Nordic

2 Agenda Introduction Espoo part 1 the challenge Break Espoo part 2 the case Q&A Closing comments 2010 Tieto Corporation

3 Empowering citizens through digital selfservices in the social sector Switching the focus from administration to personal attention Veli-Pekka Lehtonen, Solution Specialist City of Espoo Sector of Social and Health Services Data Administration Veli-pekka.lehtonen(at) Espoo.fi

4 Main points Who we are and where we come from Challenging times! Is there any hope? Break Case; My Services Discussion ESN Warsaw 4

5 ESPOO Finland EU-member since inhabitants Espoo inhabitants second largest in Finland tenfolded in the last 30 years ESN Warsaw 5

6 Espoo Area 528 km 2, of which land 312 km 2 and water 216 km 2 The City of Espoo creates opportunities 58 km coastline, 95 lakes and 65 islands for a good quality of life and offers enterprises an internationally competitive milieu following the principles of sustainability ESN Warsaw 6

7 Espoo Espoo is a city of high technology, largely because of the Aalto University School of Science and Technology in Otaniemi. The biggest employers are the City of Espoo, Nokia and Aalto University. Over 10,000 businesses. Around 400 global companies and company headquarters ESN Warsaw 7

8 Social and Health Services City Council City Board City Manager Education and Cultural Services Environment and Technical Services Family and Social Services Health Care Elderly Care Finnish Child Day Care Finnish Education Swedish Child Day Care and Education Community Education and Culture Cultural Institutions Youth Services Sports and Exercise Services Real Estate Dpt. Technical Services Dpt. City Planning Dpt. Environment Centre Building Control Dpt. Länsi-Uusimaa Department for Rescue Services Premises Maintenance Depot Espoo Catering Premises Dpt. Esn Warsaw 2011 July ESN Warsaw 8

9 ESN Warsaw 9

10 Some of the services produced by the Social Services of the City of Espoo ESN Warsaw 10

11 Challenges for social work The inequalitites in health and wellbeing become even greater Increase in low income and poverty Increase in the number of people in risk of social exclusion Cycle of deprivation ESN Warsaw 11

12 Future challenges Rising demand of services while resources (especially workforce) are declining. Costs are growing rapidly but a dramatic increase in taxation is impossible. Citizens demand better services, more flexibility and chances to make their own choices Digital immigrants designing services for digital natives Good enough is not enough- how can we motivate the change, while still doing well (compared to many others) ESN Warsaw 12

13 How can we survive? Citizens are more independent, accepting greater responsibility for their lives and immediate surroundings The responsibility for providing services widens E-Services become more common and technology is exploited everywhere Personal services are garanteed to those who need it Changing the way we think, operate and work has to change ESN Warsaw 13

14 Service Market ESN Warsaw 14

15 Service Market The number of service points is pared down ESN Warsaw 15

16 Service Market Services are brought closer to the people ESN Warsaw 16

17 Service Market Services are produced more flexibly ESN Warsaw 17

18 Service Market Most of the clients use digital social and health services ESN Warsaw 18

19 Today (IT) Selfservices Service information Face to face service Esn Warsaw 2011 July 7 ESN Warsaw 19

20 1 and tomorrow (IT) Selfservices 10 Service information 100 Face to face service ESN Warsaw 20

21 End of part I ESN Warsaw 21

22 My Service

23 Self-care consept in Espoo s healthcare ESN Warsaw 23

24 1 Counselling process in social work My Service by Tieto 10 Call center 100 Face to face services ESN Warsaw 24

25 My Service Citizens can follow the status of their application follow their services monitor their payment transactions receive declarations of decisions fill in the necessary preliminary information receive online guidance participate in creating their service plan make an appointment with social services ESN Warsaw 25

26 Integrated into municipal webpage ESN Warsaw 26

27 (bank) identification ESN Warsaw 27

28 Filling in applications ESN Warsaw 28

29 Summary of applications ESN Warsaw 29

30 Checking the facts and ing ESN Warsaw 30

31 Saving ESN Warsaw 31

32 Applicant s information ESN Warsaw 32

33 Following the status of the application ESN Warsaw 33

34 Monitoring the transactions ESN Warsaw 34

35 Guidance and consulting ESN Warsaw 35

36 Roadmap 2011 Identification Applications Following status 2012 follow services monitor payment transactions receive declarations of decisions fill in the preliminary information online guidance participate in creating service plan appointment with social services ESN Warsaw 36

37 Estimates of the intensification of work Our expectations ESN Warsaw 37

38 Our expectations Electronification of an application process may save 3 minutes in processing time per application. The annual time saved after 52,000 processed applications would be h = 346 person-days Let s say there are 20,000 five-minute phone calls every year regarding the application s status. We could save h = 222 person-days by the electronification of following the application s status. ESN Warsaw

39 Our expectations The same amount in postage fees *0,58 = The same amount of paper *3*0,01 = ESN Warsaw 39

40 Our clients will save... the same amount of postage fees adds up to 3*0,60 = 1,80 or using the public transportation 3*2*2,50 = 15 in travel time either to the social service s unit or to the post box An electronic, precompleted form is quicker to fill in and it can be sent by a mere press of a button ESN Warsaw 40

41 The first generation of Digital Natives children who were born into and raised in the digital world are coming of age, and soon our world will be reshaped in their image. Our economy, our politics, our culture and even the shape of our family life will be forever transformed. Palfrey, Gasser: Born Digital, 2008 Advancements in ICT are already transforming social services; but (how) should we change the way we work to fully benefit from these innovations? - What are the possible risks? - On whose terms are the changes made? - Personal interaction has been the core of social work, can it be replaced by virtual interaction? ESN Warsaw 41

42 ESN Warsaw 42

43 2010 Tieto Corporation Closing! Roland Granlund Vice President Tieto, Welfare Nordic