24th. Nov. 2014 - Dr. Kai Masser

CEPA II – Public Administration Project II

Citizen Centric Service Delivery System

Content

„Shit happens“ – Learning from Failures

Think from the point of view of your client

The Roadmap to Citizen Centric Service (CCS) Make Shure your Goals / Front- and

Back-Office / Recruitment of Staff / etc.

Building-up CCS-Agencies The Trail and Error Period (Inventors)

The Benchlearning Period (Immitators)

Failure – Doing the right thing the wrong way

Client Survey Form

What is missing?

No Response

Germany in the 1980ies..

Unsatisfied Citizens

Obviously Clients were not happy with the waiting

Senior Civil Servants thought: „Our waiting areas are terrible. We need new, comfortable and pleasent waiting rooms with entertainment“

But clients remained not satisfied – why?

People do not want to wait pleasantly, they do not

want to wait at all!

General finding of our surveys (evaluations) in Germany:

< 10 Minitues pleased

10-30 Minitues acceptable

30-60 Minitues problematic

> 60 Minitues anger

Most Important

Ask your clients/customers what they want

The Roadmap to CCS

1

What are your goals?

Different Goals

Germany (“Old Europe”)

• “Enrich” efficiency based public sector reform (NPM) by customer satisfaction

• Show commitment of administrative (elected!) bodies to the people

• “Business Card” to the people

Poland / Ukraine (“New Europe” / Transitional• Strengthening of local

governments • Clarification of

responsibilities and powers

• Fighting corruption • More efficiency • Regional economic

development

Different Goals – Different Solutions

Germany (and other “Old Europe”)

Poland / Ukraine (“New Europe” / Transitional

“CCS-Stockist” “CCS-Mall”

The Roadmap to CCS

2

Choose your way

Different Solutions

“CCS-Stockist”

• “Services of scale”:– Registration, change of

address and Passports– Car registration and

drivers licenses (Most of the time)

– Public works (Sometimes)

• Specialist CCS:– Building Permits– Promotion of Trade and

Industry– Etc.

“CCS-Mall”

• Warsawa (Poland): 172 Services– Car registration and

drivers licenses– Citizens‘ Registration and

Passports– „All“ kinds of Permits (e.g.

Business, Buildings)

– „A lot of stuff“ • Luhansk (Ukraine):

229 Services

Trail and Error Failure: Mixing different Client Groups

Municipalities integrated „bulk services“ like issuing of passports and advice intensive services, e.g. social benefits

Results: (extremely) long waiting periods

Overchallenged employees

Upset clients

Pro’s and Con’s

“CCS-Stockist”

• Pro’s– “Quick Service”– All-embracing

responsibility of employees (“One Stop”)

• Con’s– No “real” one-stop

(different “shops”)

“CCS-Mall”

• Pro’s– Clarification about the

utility and usefulness of the service for the citizen

– Clarification of responsibilities (service delivery vs. supervision)

• Con’s– “To much”

The Roadmap to CCS

3

Front Office / Back OfficeThe Difference that makes the

Difference

Front- and Backoffice

Why became CCS (not only in Germany) such a

huge success?

Citizens´ Offices caused a significant lowering of the “felt

bureaucracy” – felt by the citizens

CCS as a “User Interface”

• Like GUIs (GraphicalUserInterfaces) in the computer world (e.g. WINDOWS vs. UNIX), CCS should simplify the internal complexity of the (administrative) system for the User (citizen)

• The complexity of the internal operations of the system may stay the same or even “get worse”

Example: Warsawa

Citizen

Administration

Municipality

State / Council

Other Authorities / Responsibilities

Front-Office

- Application- Counsel- Check - Forward- Services

- Documents

Back-Office

Treatment

Municipality

Big and/or complicated issues???

Treatment

4

The clue to the success of CCS

The division of Back- and Front-Office

/

The separation of a specialist sphere and a customer sphere

The Roadmap to CCS

4

Head & StaffRecruitment is the critical point

Human Ressources (Development)

Failure in Recruitment can not be healed

• Employee Satisfaction (Motivation) is Customer

Satisfaction• Leadership is the key

Head Staff

Recruitment

Why Applying / Deciding?

Salary

Power

Why Applying / Deciding?

Salary

“Good Job”

Motivation

Opportunities

Rise in Salary (Performance Related Payment)

Career

Opportunities

“Rise in Salary”

“Career”

De-Motivation

Not enough

“Freedom to Manage”

Leadership Training

“Backing from above”

Not enough

“Freedom and Guidance”

Vocational Training

“Team spirit”

HR Matrix

The Roadmap to CCS

5

Central vs. Decentral“It depends on you”

The Roadmap to CCS

6

The Road from Information to eGovernment