1. Global Services Benchmarking
4/15/12 Markku Silén

2. Background
• Sitra is creating a plan to benchmark different city service processes
globally
• The focus is to find out the best practices for specific service
processes
• The results can be utilized when designing future best practice model
for municipal services in Finland
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3. High Level Program Plan
Project
Idea clarification Project Planning
Implementation
March-June August-October November - 2013
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4. Idea clarification phase: tasks
• To define the benchmarking process
• To define the benchmarking tasks
• To define the benchmarking outcomes
• To define the service processes in pilot scope
• To define the locations for benchmarking
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5. Benchmarking process: ideas
• Using internal Yammer forum for the project team
• Using LinkedIn forum for external ideas
• Creating e-mail questionnaire templates
• Creating critical questions list / service area
• Preparation in chat forums, conference calls
• Working together with consulting and ICT-vendors as needed
• Using government contacts to establish global connections
• On-site meetings for in-depth process analysis
• Definition of high level service processes and associated best practices
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6. Potential pilot service processes/areas
• Children daycare
• Elderly homecare
• Local Circular economy (needs still more specific target area)
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7. Idea clarification summary report content:
• Background
• Project summary
• The list of services/functions/areas in pilot scope
• The list of key questions for selected pilot areas
• The proposal for global benchmarking locations
• The high level benchmarking model, process, tasks and tools description
• The proposal for next phase : Project Planning Phase
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