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End user services at Parliament of Finland

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Presentation on theme: "End user services at Parliament of Finland"— Presentation transcript:

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!

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