How To Manage Performance With Qpr Metrics

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1 Master the challenges of today s central and local government with QPR! QPR for central and local government Compliance, demand for greater transparency, new ways of interaction with your community, equal and uniform treatment of customers in all branches by securing quality of service and common best practices, organizational restructuring and mergers of administrative units are common challenges to many central and local government organizations all over the world. As the central government gives the guidelines that the local government implement, both very much share the challenges and ways to respond. Tools and means can be found from Performance Management, Process Management and Enterprise Architecture. The QPR products as well as the services & solutions of QPR and its resellers provide powerful tools for these needs. Performance, compliance and transparency with QPR Metrics QPR Metrics performance management software helps our public sector customers to provide more and more complex services with fewer resources and funding. The first step in

2 The Swedish Ludvika Council is benchmarking its six retirement homes by comparing their net costs per day with QPR Metrics. Screenshot from QPR Portal web user interface. achieving this is to automate spreadsheet based reporting with QPR Metrics. The software is also used for compliance, answering to the demand of greater transparency and for introducing common best practices. Some examples of our customers: Bank Indonesia, the central bank of Republic of Indonesia, is using a powerful management system integrating planning, budgeting and performance measurement for providing transparency and accountability in its operations. This strategy based performance management system is automated with QPR Metrics. The Abu Dhabi Sewerage Services Company s (United Arab Emirates) internal and external reporting is done by using the Automation and Reporting tool powered by QPR Metrics. The tool is a crucial link in transforming Abu Dhabi Sewerage Services Company into a world-class entity and promoting best practices. The Irish City of Dublin is using the QPR Metrics based balanced scorecard performance management solution, covering the management of waste, water and drainage as well as fire brigade divisions within the engineering department. In some countries there are also regulation based requirements for performance management. For example the South African Municipal Systems Act requires all municipalities, among other, to develop a performance management system, set targets, We have daily control with QPR. We have created conditions for better monitoring, evaluation, benchmarking, decision making and steering. As a manager and decision maker, it is easy to find up to date and correct information. - Margareta Karlsson, Head of the Social Administration Division at Ludvika Municipality - 2

3 Among many things, the Scottish North Lanarkshire Council manages its carbon footprint and related savings with QPR Metrics. Screenshot from QPR Portal. monitor and review performance based on indicators linked to their integrated development plan and to publish an annual report on performance for the councilors, staff, public and other spheres of government as well as involving the community in setting indicators and targets and reviewing municipal performance. The South-African City of Tshwane Metropolitan Municipality is using QPR Metrics and QPR Process Designer powered Performance Management System for planning (strategy formulation, budget planning, performance target agreement), monitoring (follow-up of actuals, forecasting, proactive and corrective actions) and reporting (monthly financial reports, monthly performance reports). QPR Metrics offers North Lanarkshire Council (U.K.) and its community partners a single, shared platform for performance management. The platform helps the council and its partners effectively collect, manage and report performance information in a systematic way, save valuable time needed for reporting and improve decision making. The Finnish City of Lohja manages risks with a QPR Metrics powered risk management solution. All the information needed in risk management can be found inside the system. With the help of the solution the city s employees participate actively in risk management. This way, the city s thin resources generate concrete results faster than before. Quality management and process optimization with QPR ProcessDesigner With the QPR ProcessDesigner process management software Our performance monitoring and management system has allowed us to create a one stop shop for performance information at a strategic level, and is now being more and more adopted at local operational level by each of the service teams. - Charles McCabe, Service Improvement Officer, North Lanarkshire Council, United Kingdom 3

4 The Istanbul Metropolitan Municipality Strategic plan follow-up and assessment process. our public sector customers focus and analyze their business processes. This helps them to e.g. treat customers in all branches in an equal and uniform way by securing the quality of the service and by introducing common best practices. By process optimization our customers secure that steps of their services are executed in the right order and with optimal content. This can have a profound impact especially when process steps are executed by different units. Some examples of our customers: The Istanbul Metropolitan Municipality of Turkey uses QPR powered solutions to satisfy the criteria and requirements set forth in the Public Financial Management and Turkish Control Act No Starting out first as a pilot project focusing on two select processes, the first of them, the sustainable process management project set a precedent in corporate process management for the Turkish public sector. It was followed by the second project, where the entire Istanbul municipal governance process model was designed and restructured using the QPR ProcessDesigner process management software. Prospects for process improvement were identified and process improvement projects got underway. As the third step, the corporate strategy map, strategy maps for the eight key service areas and devising corporate scorecard as well as scorecards for the key service areas, departments and units were built and the maps as well as the scorecards were imported into QPR software. Preparations for developing the Istanbul Metropolitan Municipality Strategic Plan , which aspires to improve the quality of service delivered to nearly 15 million residents of the city and to also launch new projects to raise the living standards over a 5-year planning horizon by using QPR solutions, is underway. 4

5 The Finnish JulkICT ( PublicICT ) process bank s portal interface is executed with QPR Portal web user interface. As the process models can be browsed by all citizens, it provides a great transparency to the public sector process and enterprise architecture work. With the help of the bank, the central and local government organizations can model their processes with QPR EnterpriseArchitect software in a unified way and share best practices. The Swedish Vårgårda Council is making the most of its QPR implementation by combining financial information, targets and goals with a powerful quality management system. By using QPR ProcessDesigner, QPR Metrics and QPR Portal, the council has a created a solid foundation for control and continuous improvements. The QPR implementation has proven to be able to cover all possible needs in terms of quality management, process management, balanced scorecard, monitoring, steering, LEAN, etc. Fight sustainability gap and lifecycle costs with QPR EnterpriseArchitect Public sector organizations in many countries face a situation called sustainability gap as they are expected to provide their services faster, to more customers, but with lesser tax funding. In the so called industrialized world the public sector is further burdened with the post second world war big baby boom generations coming into the retirement age. At the same time this increases the customer base of those using the services for retired people and cuts funding as the following younger generations still in work life are smaller. As a discipline Enterprise Architecture provides a natural solution to tackle all sustainability gap related issues. Therefore it is no coincidence that many countries like the United States and in Europe e.g. Finland had made Enterprise Architecture work mandatory for the public sector organizations. The South African Municipal Systems Act represents a similar type, but performance management orientated regulative approach to the issue. An average council may have from 100 to 300 tasks to deliver We are expecting to deepen our enterprise architecture competence with guidance from QPR to further enhance our holistic understanding of how the Tax Administration operates and should operate in the changing and connected world. - Markku Heikura, CIO, The Finnish Tax Administration. - 5

6 to its community members, ranging from road building to education and healthcare. Traditionally each unit has planned its service execution from its own perspective. As an outcome each unit may have built their own integrations to the council s joint information and finance systems. This means multiple life-cycle costs from each separate system. Enterprise Architecture is a way to tackle these unnecessary costs as it forces to you take into account neighboring units too. The strain of the sustainability gap also drives municipalities to merge as bigger entities, better capable of providing the expected services. Co-operation across municipality borders is also looked at special function areas, like in healthcare. Both cases are school book examples of the traditional implementation areas of enterprise architecture. Some examples of our customers: In our home market Finland we are providing the public sector enterprise architecture and process modeling service used by both the central and local government. With the help of the software and the service including a process bank, both the central and local government organizations can model their processes in a unified way land earn the best practices from each other. The service is managed by the Finnish Ministry of Finance. The Finnish Tax Administration, responsible for collecting the majority of Finnish taxes and tax-like charges is using QPR s consultancy and QPR EnterpriseArchitect software to support its operational development and enterprise architecture work. The QPR EnterpriseArchitect software for enterprise architecture modeling and analysis comes with an integrated methodology; the Enterprise Architecture based QPR Operational Development Model. QPR Portal - it is all about communication and collaboration The best of class solutions add no value without proper communication at all sites. Publishing and collaboration is powerful online with web based sharing of performance management information and process models between sites even through limited network connection. The QPR Product Circle covers all vital management areas for getting insight to your business operations. With this insight you successfully execute strategies, develop business operations and implement changes effectively throughout the organization and in line with your chosen strategy! QPR Software Plc QPR Software is specialized in operational development of private and public sector organizations. Our mission is to help our customers to become agile and efficient in their operations. We offer software and services in areas of enterprise architecture development, process modeling and analysis as well as performance management. We have more than 1,500 customers in over 50 countries and our shares are listed on the NASDAQ OMX Helsinki Ltd. QPR Software Plc Head Office (Finland): Tel QPR online community: community.qpr.com QPR Moscow Office (Russia): Tel , To find a reseller in your own country or region, pls. visit: /Partners/reseller-network.htm. Organizations have extensive visualization opportunities to improve communication to all Stakeholders. Therefore our QPR Portal tool (Web UI) for information sharing and collaboration is bundled with QPR ProcessDesigner, QPR EnterpriseArchitect and QPR Metrics products. 6