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Perspectives on the EU-Service Directive – the Case Studies Berlin, Brandenburg, Saxony

Perspectives on the EU-Service Directive – the Case Studies Berlin, Brandenburg, Saxony. Rami-Habib Eid-Sabbagh, M.Sc. 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum. Overview. Introduction Case Studies Berlin Brandenburg Saxony Evaluation. Project Detail: IT-Service-Atlas.

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Perspectives on the EU-Service Directive – the Case Studies Berlin, Brandenburg, Saxony

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  1. Perspectives on the EU-Service Directive – the Case Studies Berlin, Brandenburg, Saxony Rami-Habib Eid-Sabbagh, M.Sc. 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  2. Overview • Introduction • Case Studies • Berlin • Brandenburg • Saxony • Evaluation 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  3. Project Detail: IT-Service-Atlas Duration 2 years (2008- Beginning 2010) Planning and Implementation Reduction of Complexity Overview of Systems and Business Processes Inclusion of all Stakeholders Case Studies Berlin Brandenburg Potsdam Amt-Biesenthal Barnim Saxony Business Types: Hairdresser, Real Estate Agent, Retail Trader, Restaurant Industry, Architect 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  4. EU-Service-Directive • Aim • Release of untapped growth potential of services markets in Europe • Removing legal and administrative barriers   • Benefits for businesses • Simplification of procedures and formalities • for the establishment of a business • for cross-border provision of services • Obligation to set up "points of single contact“ • Provision of all relevant information • Accessibility at a distance and by electronic means • Realisation Date: 29/12/2009 Source: http://ec.europa.eu/internal_market/services/services-dir/index_en.htm 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  5. Views Customer • Information • Low Effort • Easy Handling • Guidance • Few Visits • Good Service Administration • Optimisation • Good Service • Cost Reduction • Resource Efficiency • Automisation • Customer Satisfaction • Compliance • Modernisation 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  6. Berlin • Population : 3,4 Million • Area: 891 km2 • 12 districts • each approx 300.000 Inhabitants • 1 PoC in Berlin • Free of charge • 30 Services Offered 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  7. Berlin Information • 2 Administration Levels • 12 Districts • 12 Trade Offices • 1 Trade Registration Software • Approx. 45.000 Enterprise Registrations per year • Approx. 38.000 Enterprise De-Registraions per year • Approx. 6500 Entries into Trade Registries per year • Approx. 4500 Cancellation of Trade Registration per year • 2.500.000 Trade Enquiries • Good Technical Infrastructure • Broadband Internet 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  8. Hairdresser 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  9. Business ProcessHairdresser 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  10. BerlinStarting Point 2009 10 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  11. Structural ChangesMay 2009 11 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  12. Vision 12 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  13. PoC BerlinAs Is 2011 13 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  14. Improvements for CustomersPoC – Berlin 14 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum • Estate Agent - 11 Steps, Interaction with 5 different Offices • German Customer – 0-1 Office Visit Less • Foreign Customer - 0-1 Office Visit Less • Hair Dresser – 7 Steps, Interaction with 4 different Offices • German Customer – Completely Electronical • Foreign Customer - 2 Office Visits Less • Less Travel Distance • Retail Trader - 5 Steps, Interaction with 4 different Offices • German Customer– Completely Electronical • Foreigner Customer – 1 Office Visit Less

  15. Evaluation Customer Information Low Effort Easy Handling Guidance Few Visits Good Service Administration Optimisation Good Service Cost Reduction Resource Efficiency Automisation Customer Satisfaction Compliance Modernisation 15 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  16. Findings POCBerlin 16 • Information Portal for administration customers main Improvement • 24/7 Acessibility • Possibility to hand in application electronically • Good technological basis for further Extension of Services • Small Usability Problems of Portal • Little Optimisation of Business Processes and Workflows • High Potential for further Improvements 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  17. Brandenburg 17 • Inhabitants: 2.531.700 • Area: 29.478,61 km² • 14 Administrative Districts • 420 Municipalities • 112 Cities • 4 independent Cities • 3 Chambers of Handicraft • 3 Chambers of Industry and Commerce • 1 PoC in Potsdam • Free of Charge • 31 Services Offered 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  18. Brandenburg 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  19. Starting Point 2008 19 Internet Access in Brandenburg • Approximately 89% of municipalities have Internet Access • Approximately 11% without Internet Access • 74% Broadband Internet Access • 10% ISDN – Modem Internet Accesses • 16% no information available • Heterogeneous Software Landscape • E.g. 12 Different Commerce Software • Many Municipalities Understaffed 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  20. Starting Point January 2009 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  21. Structural ChangesJune 2009 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  22. Vision 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  23. PoC-BrandenburgAmt-Biesenthal-BarnimFebruary 2010 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  24. Improvements for CustomersPoC – Brandenburg 24 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum Municipality without Rural District Level • Estate Agent - 11 Steps, Interaction with 5 different Offices • German Customer – 1 Office Visit Less • Foreign Customer - 1 Office Visit Less • Hair Dresser – 7 Steps, Interaction with 4 different Offices • German Customer – 2 Office Visits Less • Foreign Customer - 2 Office Visits Less • Less Travel Distance • Retail Trader - 5 Steps, Interaction with 4 different Offices • German – 1 Office Visit Less • Foreigner – 1 Office Visit Less

  25. Improvements for CustomersPoC – Brandenburg - II Municipality with Rural District Level Estate Agent - 11 Steps, Interaction with 5 different Offices German Customer – No Improvement of Visits Foreign Customer - No Improvement of Visits 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  26. Evaluation Brandenburg Customer Information Low Effort Easy Handling Guidance Few Visits Good Service Administration Optimisation Good Service Cost Reduction Resource Efficiency Automisation Customer Satisfaction Compliance Modernisation 26 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  27. Findings POC Brandenburg 27 • Information Portal for Administration Customers main Improvement • 24/7 Acessibility • Possibility to hand in application electronically • Small Usability Problems of Portal • Little Optimisation of Business Processes and Workflows • No Standardised Exchange Interfaces for direct Import 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  28. Saxony 28 Capital: Dresden Area:18.415,51 km² Inhabitants: 4.149.477 1 PoC in Leipzig • Information free of charge • Application Fees • 35 Services Offered 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  29. PoC Concept Saxony 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  30. Improvements for CustomersPoC - Saxony 30 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum • Estate Agent - 11 Steps, Interaction with 5 different Offices • German Customer – 2 Office Visits Less • Foreign Customer - 1 Office Visit Less • Hair Dresser – 7 Steps, Interaction with 4 different Offices • German Customer – 2 Office Visits Less • Foreign Customer - 2 Office Visits Less • Retail Trader - 5 Steps, Interaction with 4 different Offices • German – Complete Electronically • Foreigner – Only 1 Office Visit

  31. Evaluation Saxony Customer Information Low Effort Easy Handling Guidance Few Visits Good Service Administration Optimisation Good Service Cost Reduction Resource Efficiency Automisation Customer Satisfaction Compliance Modernisation 31 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  32. General Evaluation 32 • Release of untapped growth potential of services markets in Europe ? • Removing legal and administrative barriers • Simplification of procedures and formalities • for the establishment of a business • for cross-border provision of services • Provision of all relevant information • Accessibility at a distance and by electronic means • Realisation Date: 29/12/2009 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  33. Findings 33 • Realisation of electronic Process Transactions • User Centered Optimisation • Identification of essential Services • Building Blocks • E.g. Clearance Certificate, Extract of central register of trade and industrial offences • Analysis for Dependencies • Example Potsdam • Planning and Construction Ministry are indenpendent • Trade Office is dependent from Citizen Office, Finance Office, Trade Registry, Chamber of Commerce and Trade, Chamber of Handicrafts • Citizen bureau offers many essential services • Services of Office for Foreigners can be configured of essential services 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  34. Future Steps • Recommendations • Towards eGovernment-One-Stop-Shop • User Centered Choice of Offered Service • Identification of Dependencies between Departments • Start with Electronification of Essential Services • Stronger Cooperation and Sharing of Project Results • Standardisation of Exchange Formats • Holistic Approach Business Process Analysis • Continuing Removing Legal and Administrative Barriers 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  35. More Information • www.it-dienste-atlas.de • For Access Contact: • rami.eidsabbagh@hpi.uni-potsdam.de 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  36. Starting Point PotsdamJanuary 2009 36 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  37. Structural Changes Potsdam June 2009 37 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  38. Vision 38 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  39. PoC-BrandenburgPotsdamFebruary 2010 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

  40. Citizen Structure 47 20/06/2011 | Dresden | EUROCITIES Knowledge Society Forum

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