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

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Presentation on theme: "End user services at Parliament of Finland Elina Forsström Nordic Parliaments IT Conference 2014."— 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 Service requests in - ticket system only partly in use Lack of visibility. Long resolution times All s create a ticket. IT department trained to use ticket system Metrics and reporting in place. Average resolution time* drop from 154 hours to 6 hours. Bitterness and bullying accusations Intervention together with HR and Occupational health services August 2014January 2014 Specialized competences Extended competences Team working flexible working hoursTeam working in shifts * 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 Meetings-, Events and Training Services Office Services and Switchboard Common Services and Travel Services Head of Service Center HR Services IT Services Front Office Services Back Office Services Sourcing and advisory Services Logistic Services draft - not approved

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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