1. Tyresö Servicecenter

2. Children, residents,students,businesses, parents,colleagues and clients Servicecenter- Why? How?

3. One huge entry point All kinds of questions Quick service Improved accessibility Basic legal processing

4. Statistics october 2015 2000 e-mail and e-services civic guides, solution 80% 1500 visitors 1400 phone calls average call time 4 min Response time 80% before 1min Switchboard 6500 phone calls

5. Servicecenterexecutive manager and departments Level of Service

6. Energy advisor Building permit Service for the whole municipality Lawyer Education advisor

7. Common questions: I cannot pay the invoice now! May I put glazing on my porch? My daughter wants to play in the girls football club in Tyresö! Which day in the week will my garbage can be emptied? I have not received a card to the re-cycling plant! How much can I build on my property? Can I get income support? My mum cannot manage on her own anymore. Help! Can you please come and empty my sewer tank?

8. You can also: Use the client computer Get maps and tourist information Leave a water sample Get cards for re-cycling center Buy a fishing license See exhibitions Buy books on Tyresö Submit application for income support Get planning drawings of the house Buy theater tickets Order garbage disposal Submit posters! Get a library card

9. We deal with: Con sumer advice Transport- ation service inquiries Paternity issues Marriages before a registrar Bookings for the municiple conference centre Parking permits for disabled Access cards for civil servants Budget and debt counseling Service ID Childcare waiting list Estate inventory Estate of deceased

10. E- Services & views Framåt E-services within: * School * Social caring * Living & environment * Service for enterprises * Sports & culture * Views and report of errors * administration * 2-way communication * Adapted to mobilephone www.tyreso.se

11. Procedure, step-by-step

12. Internal contacts contact with co-workers on other departments Other departments visit Servicecenter Continuous contact with business managers and administrators. Are we doing the right things The manager is part of the executive board

13. Skills Employee Social Science education, Academic Communicator with ability to inform and guide citizens Ability to Work in Harmony with Co-Workers Ability to provide service to citizens Flexibility skills, being able to change and adapt as needed. Problem-Solving Skills Quickly search for knowledge and answers Experience in public sector Experience of management Good computer skills

14. Key success factors Focus on citizen need Skilled staff Executive support the operations are involved in the process, change the process will take time

15. Thank you for listening! Tyresö Servicecenter servicecenter@tyreso.se Bakgrund