AGÊNCIA PARA A MODERNIZAÇÃO ADMINISTRATIVA
Agency for the Public Services Reform OECD SEMINAR ON ONE STOP SHOPS IN HUNGARY Plenary Session 2: Human Resources and Customer
Service
@ February 2013 February@ Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
• What skills are required for staff in the one stop shops? • What type of training helps to build these skills and the necessary expertise? • What are key elements in quality management? How can you ensure customer satisfaction? • How can citizens and business be involved in the evaluation of services? How can lessons learned be fed into the operation of the one stop shops?
2 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops – The Story (1/2) ADMINISTRATIVA
Physical OSS Citizen Shops
Ponte da Barca Braga Murça Santo Tirso Penafiel Vimioso Porto Gondomar Freixo de Espada a Cinta Vila Nova de Gaia
Esmoriz Resende S. João da Madeira Tarouca Aveiro Águeda Viseu
Cantanhede Guarda Coimbra Castelo Branco
Vila Nova da Barquinha Odivelas Campo Maior Lisboa Borba Pinhal Novo Açores Palmela Atendimento Móvel Serpa Setúbal Faro Madeira Tavira
3 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops – The Story (2/2) ADMINISTRATIVA
Physical OSS Enterprise Areas/Shops
Braga Enterprise Area
Porto Enterprise Area
Viseu Enterprise Shops Enterprise Area
Lisboa Aveiro Leiria Enterprise Area Funchal (Madeira) Coimbra Enterprise Area Leiria Enterprise Shop
Lisboa Enterprise Shop Enterprise Areas
Aveiro Açores Braga Coimbra Setúbal Faro Enterprise Area Porto Setúbal Viseu Madeira Faro Enterprise Shop Enterprise Area
4 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Main skills and knowledge required
Function Skills Network manager • Public administration and legislation • Vision and strategy • Administrative modernization • Macro-project management • Guidance for innovation and change Shop manager • Project management • Team’s management and motivation Management of interests and expectations Institutional relationship Public service attendant • Expectations and conflicts management • Domain of the services offered • Communication skills • ICT skills Support staff • Secretarial skills • ICT skills • Interpersonal relationship skills 5 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
6 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Training Results
7 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Training Results
Over 50 entities have benefited eLearning Award
Global satisfaction (2011)
Initial training 91 % AMA’s Courses have been Continuous training 86 % extended to all Public Administration public services delivery Technical training 91 %
8 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Quality Management and Customer Satisfaction
• Collecting best practices from all the Shops • Evaluating the performance of the trainees , during and after the training courses • Applying the technique of the mystery shopper • Innovative, Integrated and Multi-Channel Services • Questionnaires of client satisfaction • Internal Audit • Claims, Appraisals and Suggestions System • Public Consultation • Independent Studies
9 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Quality Management and Customer Satisfaction (Public Consultation)
10 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Quality Management and Customer Satisfaction (Public Consultation)
11 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Quality Management and Customer Satisfaction (2012 European Customer Satisfaction Survey Index – Citizen and Business Shops)
12 Good practice, pitfalls and lessons learned from the experience of OECD countries in the AGÊNCIA PARA A MODERNIZAÇÃO management of human resources and customer relations in one-stop shops ADMINISTRATIVA
Summary of the Pitfalls and Lessons Learned
Resistance to change High investment at the beginning Diversified training models and Low computer literacy learners pedagogical strategies Continuous training, sense of Ensure enough budgets for belonging change management and quality Continuous quality improvement improvement purposes! Priority Hard work and resilience needed!
13 AGÊNCIA PARA A MODERNIZAÇÃO ADMINISTRATIVA
Agency for the Public Services Reform OECD SEMINAR ON ONE STOP SHOPS IN HUNGARY Plenary Session 2: Human Resources and Customer
Service
@ February 2013 February@