1. End user services at Parliament of Finland
Elina Forsström
Nordic Parliaments IT Conference 2014

2. Contents Facts Development in 2014 Outlook for 2015 Service Center
goals
organization
what is changing?

3. Facts 10 employees Main tasks:
Customer Service, 1st level end user support
Communications
End user training and instructions

4. Development in 2014 January 2014 August 2014
Service requests in - ticket system only partly in use
All s create a ticket. IT department trained to use ticket system
Team working flexible working hours
Team working in shifts
Lack of visibility. Long resolution times
Metrics and reporting in place. Average resolution time* drop from 154 hours to 6 hours.
Specialized competences
Extended competences
Bitterness and bullying accusations
Intervention together with HR and Occupational health services
* Time from creating a ticket to resolving it

5. Outlook 2015 IT services consolidated as part of Service Center
Removal to a new location due to main building renovation
Parliamentary election
OSCE (Organization for Security and Co-operation) meeting in Helsinki

6. Service Center goals +
Better Service

7. Organization draft - not approved Head of Service Center
Meetings-, Events and Training Services
Office Services and Switchboard
IT Services
HR Services
Common Services and Travel Services
Front Office Services
Sourcing and advisory
Services
Logistic Services
Back Office Services

8. What is changing? Consolidation of service points and service numbers
Common way of working
More flexible use of resources
Introduction of self-service channel: one portal for all services

9. Thank you!