Presentation on theme: "End user services at Parliament of Finland"— Presentation transcript:
1 End user services at Parliament of Finland Elina ForsströmNordic Parliaments IT Conference 2014
2 Contents Facts Development in 2014 Outlook for 2015 Service Center goalsorganizationwhat is changing?
3 Facts 10 employees Main tasks: Customer Service, 1st level end user supportCommunicationsEnd user training and instructions
4 Development in 2014 January 2014 August 2014 Service requests in - ticket system only partly in useAll s create a ticket. IT department trained to use ticket systemTeam working flexible working hoursTeam working in shiftsLack of visibility. Long resolution timesMetrics and reporting in place. Average resolution time* drop from 154 hours to 6 hours.Specialized competencesExtended competencesBitterness and bullying accusationsIntervention 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 renovationParliamentary electionOSCE (Organization for Security and Co-operation) meeting in Helsinki
7 Organization draft - not approved Head of Service Center Meetings-, Events and Training ServicesOffice Services and SwitchboardIT ServicesHR ServicesCommon Services and Travel ServicesFront Office ServicesSourcing and advisoryServicesLogistic ServicesBack Office Services
8 What is changing? Consolidation of service points and service numbers Common way of workingMore flexible use of resourcesIntroduction of self-service channel: one portal for all services