Sitra is creating a plan to benchmark city service processes globally and find best practices. The goals are to define the scope and service processes for benchmarking, identify key questions, and select pilot locations. Potential areas for benchmarking include children's daycare, elderly homecare, and waste management. Relevant experts will be identified and critical questions developed. Forums and events will also be used to establish connections. Potential pilot cities include Amsterdam, Barcelona, Geneva, San Antonio, and others. By June 7th, a presentation will be prepared for management covering the background, benchmarking model, pilot scope, key questions, location proposals, and budget for the next project phase.

1. Global City Services Benchmarking
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2. Background
• Sitra is creating a plan to benchmark different city service processes
globally
• The focus is to find out the best practices for specific service
processes
• The results can be utilized when designing future best practice model
for municipal services in Finland
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3. WHY - We want to add more value from benchmarking
FROM TO
• defining the scope and goals well
• having adhoc visits • involving right experts early
• with no-value-adding participants • searching for digital information
• with limited (no?) preparation • using on-line preparation (chat)
• making general presentations • sharing critical questions
• working on mutual win-win agenda
• about topics not agreed ahead
• with to-the-point agenda items
• with no answers to real issues
• having good dialogue during visits
• without value-adding dialogue • defining concrete actions
• with no actions after the meeting • sharing best practices
• with no structured outcome • sharing summary reports
• AND re-inventing adhoc, • sharing implementation
benchmarking event for the next • leading to continuous collaboration
case • AND improving and repeating shared
benchmarking methodology for the
next cases
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4. High Level Program Plan
Project
Idea clarification Project Planning
Implementation
March-June 2012 August-October 2012 November 2012 - 2013
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5. Idea clarification phase: tasks
• To define the benchmarking process and tasks
• To define the service processes in pilot scope
• To define the locations for benchmarking
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6. The city services benchmarking process
Baseline Connect with Benchmark Analyze Recommend
• Define the • Project team • Agree on • Create a • Define the
service process • Local experts project plan summary most relevant
scope and • Global experts • Send report of visits best practices
goals preparation • Make a list of • Create a best
• Vendors
• Identify critical • Consultants materials identified best practices based
questions • Agree on practices new process
• Global forums model
• Search for critical • Compare
digital • Existing questions alternatives for • Make a
information networks implementation proposal for
• Agree on visit
• Search for • Government agenda • Assess the development
relevant contacts benefits and project,
• Set up
experts • Open and preparation risks of each outcomes and
• Search for activate on-line conference alternative benefits
possible forums calls and on- • Share
locations • Define draft line discussions outcomes with
• Define relevant critical • Set up the site benchmarking
communication questions visits partners
forums • Qualify • Document
• Make a benchmarking process models
benchmarking locations
• Document
project plan • Contact innovations
potential
• Document
locations
lessons learned
AGREEMENTS AND OUTPUTS
- Location selection
- Stakeholders - Contact people list - Agreement on - Project summary
- Implementation
- Service scope - Project budget critical questions report
proposal for a
- Planning budget - Project resources - Agreement on - Best practice list
service
- Planning resources - Partner selection preparation tasks - Potential actions
improvement
- Go/No-Go decision - Project plan - Agreement on - Risk/Benefit
program
- Go/No-Go decision project plan analysis
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7. Potential pilot service processes/areas
• Social services: Children daycare
• Social services: Elderly homecare
• Circular economy and waste management: Resource
management efficiency and monitoring
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8. Critical questions example: Elderly HomeCare
• What kind of different segments you have within elderly homecare ?
• How you manage the medical services ?
• How you manage the food services ?
• How you manage laundry and other services ?
• How you support the physical movements from one place to another ?
• What special services do you have for certain groups (like dementia) ?
• How you collect, maintain and use customer information ?
• How you manage payments and service fees ?
• How you manage the security and potential crisis situations ?
• How you support the social and and psychological needs ?
• What type of special equipments are you using ?
• How you use mobile, location-based and other ICT technology ?
• How you use private sector service providers and for which services?
• How you measure process efficiency and customer satisfaction?
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9. The list of experts (Children Daycare):
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10. Relevant forums and events for learning and
establishing connections
• Living Labs Global, Copenhagen, http://citymart.com/Default.aspx
• http://www.csreurope.org/pages/en/about_us.html
• Events:
• http://www.terrapinn.com/middle-east/smart-cities-world-mena/programme-day-1-
smart-cities-world-mena-monday-4-june-2012.stm
• http://cities2012.org/ June, Australia
• http://www.internationalregions.org/ Sep, Helsinki ?
• http://www.smartcitiesglobal.com/ October, Amsterdam
• http://www.smartcityexpo.com November, Barcelona
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11. Potential pilot cities
• Amsterdam
• Barcelona
• Geneva
• San Antonio
• Santiago de Chile
• Seattle
• Shanghai
• Singapore
• Sydney
• Vancouver
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12. The content of material for Sitra management
meeting ready on June 7th:
• Background
• The reason for the project
• Project summary and timeschedule
• The high level benchmarking model, process, tasks and outputs
• The list of services/functions/areas in pilot scope
• The list of key questions for selected pilot areas
• The proposal for pilot locations
• The proposal and budget for next phase : Project Planning Phase
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