Development and Application of Innovative services in the Directorate of Transport and Communications Region of Crete, Greece Dr. Nikolaos Raptakis 15. May 2017

The island of Crete Area: 8.332 Km2 Population: 621.340 Largest and most populous of the Greek islands Fifth-largest island in the Mediterranean Sea

Region of Crete Regional Government 4 Regional Units 6 Directorates-General 38 Directorates 170 Departments 900 Public Servants

Directorate of Transport and Communications (DTC) 8 Authorities on Crete Central Authority in Heraklion Department of driving license Department of vehicle registration Technical Department Secretary Department

The initial situation significant deficits in all areas… Working Environment Information Management Process Efficiency Customer Satisfaction significant deficits in all areas…

Main steps to change management 1. Values & Vision 2. Strategy 3. Motivation 4. Action Planning 5. Implementation 5. Review

Commitment to clear values Service Quality Transparency Efficiency

Developing a Strategy Framework People Infrastructure Environment Information Knowledge Processes Standardization Innovation e-Government Service Quality Transparency Efficiency

Our journey to digital transformation 1 w 4 e d 2 p 3

Story 1: The starting point… Inadequate working conditions Health & Safety issues Lack of transparency Customer dissatisfaction

Designing people-focused workplace

Welcome reception

Citizens’ service desks

Supporting our core values Welcome Reception Citizens’ service desks People serving people Service Quality No walls No closed doors Clarity, glass offices Transparency Ergonomic conditions Customer focus Clear responsibilities Efficiency

Story 2: Dealing with 2.500 km of paper… Hazards and risks Cost of storing paper Low productivity, inefficiency Lack of transparency

The DTC digitization process model MANAGEMENT PROCESSES Strategic Planning HR Management ENPE Contract Management OAED Program Management RESOURCES (Finance, Information, Technology, Facilities) KEY PROCESSES Quality Control Digital Signing Storage Collect Prepare Scan SUPPORT PROCESSES IT Management Facility Management Purchasing Maintenance

The challenge: “to share a vision” “If you want to build a ship, don’t drum up people together to collect wood and don’t assign them tasks and work…, but rather teach them to long for the endless immensity of the sea.” (Antoine de Saint-Exupéry)

A success story: The joy at work

Preparing documents for scanning

Digitization and quality control teams

Key performance results

Supporting our core values Service time Data security e-archiving Service Quality Digital signature Information security Authentication Transparency Process efficiency Error reduction Documents integrity Efficiency

Story 3: From Chaos to e-Chaos? Inefficient processes Too many interfaces and steps Chaotic work instructions

Business Process Reengineering Process redesign Process engineering Process improvement KPIs One-stop services Organization Training IT Integration Standardization Master files Automation Dynamic QR

Driving license renewal - the initial process Counter 8 Counter 7 Archive Registration Approval Labeling Information 6 workplaces involved 32 process steps 6 controls of files High error rate 4 months processing time Fill in documents Submit files Docs OK? Searching Docs OK? Data entry Printing Record Temporary storage Docs OK? … +20 more steps…

Driving license renewal: process reengineering Citizen One-stop citizen service Use of dynamic forms Web-based process Online Application Registration Effective work instructions Data migration Data entry Use of checklists Training measures Check Communication Assuming responsibility Approval Data integration Traceability Send

Standardization and dynamic documents

Supporting our core values Time Quality Information Service Quality Clear rules for all Anti-bribery policy Responsibilities Transparency Process efficiency Standardization Dynamic QR-codes Efficiency

Story 4: Ready for e-government e-appointment website smart queuing Business intelligence

DTC website and e-appointment platform

Planning and developing a smart queuing system

Monitoring performance

Supporting our core values Service Quality Reliable information e-appointment Smart queues Transparency Queuing system Desk assignment e-submission Efficiency Effective planning Staff motivation Customers satisfaction

Lessons Learnt Move from separate to integrated digital initiatives Consider all relevant stakeholders, their needs and expectations Share core values and a common vision in your team Communicate the need for change Motivate your people and recognize their efforts Digital transformations require changes to both processes and IT

Thank You Dr. Nikolaos Raptakis n.raptakis@crete.gov.gr