CITY OF MALMÖ The model consists of three parts: 1. Effect management model with selected effect targets 2. Mapping tool 3. Database which enables measurement and registration of the effects of selected services as a support for future prioritisations THE RESULT The process has created results within three areas: 1. An optimised process increasing the accessibility for the user and a faster response 2. Less stress among employees via e.g. standardisation of payments to customers 3. The database has been implemented and is ready for continuous effect measurements Performance management board meetings are furthermore held every other week, which has resulted in increased transparency on where the organisation is doing well and where a focused effort is required. The citizens and family department has achieved a significant decrease in lead times. SECTOR Public EXPERTISE • Operational excellence
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