MCIATYLMOFÖMSTAALDMÖ LEAN EFFICIENCY IN THE CITIZENS AND FAMILY DEPARTMENT THE CHALLENGE The management for the city neighbourhood Södra Innerstaden in the city of Malmö set the ambition of making Citizens and Family (part of the social services department) even more focused on the customer’s needs. The challenge in the future is that the customers will be making increasingly more demands and will expect even more services from the municipality. There is also a need to make the organisation more efficient as the budget framework will be subject to future limitations, and there will be no increase in resources. It therefore becomes necessary to utilise existing resources optimally. On this basis, the management of the department for citizens and family chose to implement effect management based on lean. Or as explained by department manager Cecilia Svensson: “Lean is a deliberate choise to be able to optimise our resources and use effect management – it is a survival strategy for the organisation.” THE SOLUTION In cooperation with both management and employees, Valcon has analysed and optimised the core processes from when a user (the customer) experiences a need to when a suitable service has been provided. The analysis includes the entire organisation, which consists of 140 employees distributed across two units, Children and family and Adult. The Adult unit consists of several sections, which each has its own core process and its own focus area. All sections in the Adult unit now maintains the overall focus on the user being able to live independently either through employment or another means of support. The focus of the resource section is to create stability in a number of parameters in the citizens’ lives to make them qualified for accepting and keeping a job. Management chose the resource section to be the first unit to implement effect management. The focus of the project was to create a holistic model to support the administrative process and find solutions which create the greatest value to the citizen and the greatest value for money within the budget. ABOUT CITY OF MALMÖ Malmö is Sweden’s third largest city, mainly located in the municipality of Malmö. Malmö is located in the southwestern part of Skåne in southern Sweden and is the county city of Skåne and former county city of the now dissolved Malmöhus county. The population of Malmö was 298,963 on 1 January 2011. The Oresund region has a total of 3.7 million inhabitants. In 2010, Malmö’s population grew with 5,054 people. 30% or 87,600 of the inhabitants in Malmö were born in another country. The department of citizens and family is part of the district administration Södra Innerstaden. Other departments include “payment and care”, “Children and youth”, “School”, “Economy” and “Staff”. Södra Innerstaden has 32,000 citizens. “Citizens and family” has a budget of SEK 240 million. TESTIMONIAL “The effect management project has given us a unique opportunity to measure the internal and external services, which we and the City of Malmö offer our citizens. It is very exciting and important to have quantitative and qualitative data to use as a basis for evaluation, which at the end of the day will benefit our citizens,” state Athanasios Patsios, Head of section, Resource section, Citizens and family, Södra Innerstaden.
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