Service management system for public sector organisations

公共部门组织的服务管理系统

• 批准号: 720144
• 金额: $ 4.13万
• 依托单位: FIREFLY ONLINE LIMITED
• 依托单位国家: 英国
• 项目类别: GRD Development of Prototype
• 财政年份: 2012
• 资助国家: 英国
• 起止时间: 2012 至 无数据
• 项目状态: 已结题
• 来源: https://gtr.ukri.org/projects?ref=720144
• 关键词: Service; management; system; public; sector

The key objective of this project is to create a solution to several intractable problems facing all public sector bodies – how to reduce operating costs, as required by current austerity programmes (and every tax payer), whilst improving service levels and corporate governance, as required by Central Government.This project will produce a operational prototype IT product to address all three problems, designed for and with the cooperation of a participating county council.Currently the public sector concentrates upon creating legally appropriate contracts and once achieved, little effort is directed to managing the resulting services. The resulting poor performance is a drain on tax payer resources and all too often is reflected in the pages of the daily press.We will build upon our existing internet experience to create a technology based process that assists the creation of the contract but that crucially, ensures that successful delivery of the service is the prime objective.The resulting tool will enable an organisation to define their vast array of services online, with each service being described by a set of processes; it will prompt stakeholders to undertake the right actions at the right time according to the type of service they are managing, hence improving governance throughout the organisation.Furthermore, our prototype will embrace the adoption of ‘shared services’ allowing oneorganisation to learn from another, by comparing service processes across organisations and adopting those that add most value.In this way the prototype will have the capacity to revolutionise the way services aregoverned, will improve performance, and will ensure that best practice is shared across a market valued in excess of £200Bn.

该项目的主要目标是为所有公共部门机构面临的几个棘手问题提供解决方案-如何根据当前紧缩方案（和每个纳税人）的要求降低运营成本，同时根据中央政府的要求提高服务水平和公司治理。该项目将生产一个可操作的IT产品原型，以解决所有这三个问题，为参与的县议会设计并与之合作。目前，公共部门集中于订立法律上适当的合同，一旦达成，就很少努力管理由此产生的服务。由此导致的糟糕表现消耗了纳税人的资源，而且经常反映在日报的版面上。我们将以现有的互联网经验为基础，创建一个基于技术的流程，帮助创建合同，但最重要的是，确保服务的成功交付是首要目标。由此产生的工具将使组织能够在线定义其大量服务，每个服务由一组流程描述；它将促使利益相关者根据他们正在管理的服务类型在正确的时间采取正确的行动，从而改善整个组织的治理。此外，我们的原型将采用“共享服务”，通过比较各组织之间的服务流程并采用增值最大的服务流程，使一个组织能够从另一个组织中学习。通过这种方式，该原型将有能力彻底改变服务管理方式，提高绩效，并确保在价值超过2000亿英镑的市场中共享最佳实践。