In partnership with the City of Pori, the objective was to establish agile, up-to-date, and well-positioned administrative processes to simplify the organization's daily operations. With significant shifts in the operating environment, such as the launch of the Wellbeing Services Counties, it was deemed crucial for the city to secure the fluidity of its core functions. The overall aim was to gain better control over staff resources, competencies, and their development.
Challenges
Case management lies at the heart of municipal activity, and Pori was no exception. The decision-making process handles a vast array of matters, making prioritization challenging without a systematic approach. This often led to rushed or insufficient preparatory work.
The city must adhere to strict deadlines, which demands transparency throughout the decision-making lifecycle. It was vital to ensure all parties understood their essential role in the different stages of the process, particularly concerning the data (including "metadata") entered into the system.
How Konsulttiverkko helped?
Konsulttiverkko executed a development project that delved into the pain points of Pori's case management process, from 'initiation to archive.' These issues were prioritized based on their overall impact. The root causes of the problems were uncovered through Root Cause Analysis conducted in collaborative workshops with staff.
The work continued with process analysis and joint problem-solving workshops, actively engaging employees. The implementation leveraged established Lean methodologies and tools, such as Value Stream Mapping and Kano Analysis. Finally, a roadmap and a detailed development plan for implementing the necessary changes were drafted.
Outcome
Processes, operating models, and roles were transformed, resulting in shorter lead times for case processes, fewer scheduling conflicts, and improved quality of metadata. These improvements collectively pave the way for enhanced productivity and knowledge-based management of municipal affairs.
