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Copenhagen Citizen Service

Copenhagen Citizen Service. External pressures. State cuts in budget. Demographic expansion in Copenhagen. +. =. Ongoing focus on efficiency. City of Copenhagen. Copenhagen Citizen Service = crossing unit. Finance . Culture & Leisure . Children & Youth . Social Services.

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Copenhagen Citizen Service

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  1. Copenhagen Citizen Service

  2. External pressures State cuts in budget Demographic expansionin Copenhagen + = Ongoing focus onefficiency

  3. City of Copenhagen Copenhagen Citizen Service = crossing unit Finance Culture &Leisure Children & Youth Social Services Technical & Environmental Health & Care Employment & Integration  50.000 employees = One of Denmarks largest organizations 565.000 citizens = Capitol of Denmark

  4. Our mission • CCS is a strong and efficient organization who delivers a contemporary service with benefits for the citizens of Copenhagen • We focus on better service – that is we constantly find new smarter ways of working, coorporate with other parties, develop digital solutions and search for opportunities to grow

  5. Copenhagen Citizen Service 01.01 2011 Citizens BR & ØU Backoffice Frontoffice Faglig/service koordination Child & Housing allowance Communication & Web OB & ØKF DIR Projektorganisation Strategi & innovation Population register & Social Fraud Call-center CEO HR Servicecentres Housing/rent control … Finance Collection & Property taxes IT Pensions

  6. Call canter Housing allowance kk.dk Pensions Tasks Social fraud Child allowance Collection Marriage Populationregister DigitalSignature Rent/Housing Control Passport Elections Drivers license Property taxes Some of our many services…

  7. Service & Channel strategy (Citizen 2012) • Betterservice • Smarter & more efficientuse of ressources (ex movingcitizens from onechannel to another - from personal to phoneor web)

  8. More efficient use… • http://www.youtube.com/watch?v=2lXh2n0aPyw

  9. 2 projects in CSS • Project 1. Sundby Citizen Service Innovation and new techniques • Project 2: International Citizen Service Cultural differences versus • simplifying processes

  10. Sundby Citizen ServiceNew center in February 2012

  11. New ways of thinking • http://www.youtube.com/watch?v=fGaVFRzTTP4

  12. Intentions • Airport concept – Self Service • New way of thinking “Public Service” • Reaching out to all kind of citizens

  13. Project 1: Innovations and new techniques • How should we introduce the different types of citizens to self service? • Are we using the best medias and in the right way? • Which new and innovative approaches can be used in the Citizen Center? (the more crazy and wilder the better!)

  14. International Citizen Service • 4 International Citizen Service Centres were established in Denmark by the government in 2011 – one of them is in Copenhagen

  15. Intentions • To help with the paperwork for all who comes to Denmark to work and study • Purpose: Newcomers only need to visit one place to take care of all paperwork

  16. International Citizen Service (ICS)

  17. Differentcultures – differentrules • http://www.youtube.com/watch?v=6_WAmt3cMdk

  18. Project 2: Cultural differences versus simplifying processes The cooperation between different authorities has different challenges. • The authorities each exist in a specific framework and culture • Each authority have its own IT-systems and programs, and thereby different forms. The goal is to simplify the process for each customer. • What are the barriers for a fast and easy flow? And how can we proceed further?

  19. 2 projects in CSS • Project 1. Sundby Citizen Service Innovation and new techniques • Project 2: International Citizen Service Cultural differences versus • simplifying processes

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