Presentation on theme: "End user services at Parliament of Finland"— Presentation transcript:
1End user services at Parliament of Finland Elina ForsströmNordic Parliaments IT Conference 2014
2Contents Facts Development in 2014 Outlook for 2015 Service Center goalsorganizationwhat is changing?
3Facts 10 employees Main tasks: Customer Service, 1st level end user supportCommunicationsEnd user training and instructions
4Development 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
5Outlook 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
7Organization 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
8What 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