CAF & BSC in the Vienna City Administration

CAF & BSC in the Vienna City Administration

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November 2003 Eva Sejrek & Manfred Fasching


P

DC

A


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City of Vienna

• 41.000 hectare

• 1,6 Mio citizens

• 23 districts

• Federal capital of Austria


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The City Administration a brief overview

1 8 E xe cu tive O ffices

7 E xe cu tive G rou ps

1 9 M un ic ip a lD is tric t O ff ices

S p e c ia lA ss ig nm e n ts

C h ie f E xe cu tive D ire c to r A u d it in g C o m p a rtm e nt

1 2 M D

In teg ra tio n ,W o m en 's Issu e s,

C u s tom e r P ro te c tiona n d P erso nn e l

7 M D

F in an ce ,E co no m ic A ffa irs a nd

V ie nn a P u b licU tilit ie s

9 M D

E d uca tio n , Yo u thS o c ia l A ffa irs,

In fo rm ationa n d S po rts

3 M D

C u ltu ra l A ffa irsa n d S c ie n ce

E n te rp riseV ie n na H osp ita l

A sso cia tion

4 M D

P u b lic H e a ltha n d H o sp ita ls

1 2 M D

U rb an D e ve lo p m e n t,T ra ff ic a n d T ra nsp o rt

9 M D

E n v iro n m e nt

E n te rp riseC ity o f V ien n a -

H o u sin g in V ie n na

8 M D

H o us in g ,H o u sin g Co n s tru c tiona n d U rb a n R e ne w a l

8 A dm in istra tive G ro u psle d by

E xe cu tive C ity C ou n c illo rs

M a yo r

C ity S e n a te

C ity C o u n c il

60.000 Employees

MD = Municipal Department


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Recent Development

• Reforming the Vienna City Administration to an up-to-date service-oriented company

• According to New Public Management a controlling and contract system is being implemented


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Quality gains Significance

• Related to the contract system BSC is being implemented

• Regarding the market situation an increasing number of Municipal Departments acquired ISO 9001-cerificates

• „Common Assessment Framework“ was introduced in connection with the Speyer Quality Award 2002 and has been successfully practised by an increasing number of Municipal Departments


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Integrating QM-System

• Each of the applied QM-methods had its merits, one general system seemed inadequate

• To keep effort and costs low and secure benefits selected QM-methods were combined

• As part of the contract system each of the Municipal Departments has to perform either CAF, ISO 9001 or EFQM – according to their different assignments

• For the favoured CAF an instrument for easier application and linking to the BSC was created


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City of Vienna – Contracting

Political System

Public Administration

Chief ExecutiveChief Executive

Executive City Councillor


Municipal DepartmentMunicipal

Department




Department


Department

Housing in Vienna

Housing in Vienna


Department


Department


Department

Vienna Hospital A.

Vienna Hospital A.

Organisation & ControllingOrganisation & Controlling

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Municipal District

Office 1/8

Municipal District

Office 1/8

Municipal District Office 2




MayorMayor

Political System

Public Administration

Chief ExecutiveChief Executive




Department




Department


Department

Housing in Vienna

Housing in Vienna


Department


Department


Department

Vienna Hospital A.

Vienna Hospital A.


Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Municipal District

Office 1/8

Municipal District

Office 1/8





MayorMayor




Department


Department


Department

Housing in Vienna

Housing in Vienna


Department


Department

Vienna Hospital A.

Vienna Hospital A.


Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Chief Exec. Office

Municipal District

Office 1/8

Municipal District

Office 1/8





MayorMayorChief ExecutiveChief Executive




Department

Participants in the

Contract System


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CAF and the Contract System

Contract

Sub-Scorecardfor internal controlling

CAF-Scorecard


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CAF – Application in the CAF-Scorecard

CAF

Contract Management based on Balanced Scorecard:


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CAF – Scoretable

Actualscore

Score of the lastCAF-Assessment

Status of the

acutal scoreTraffic-Lights

CAF-Score

green4 and 5

yellow2 and 3

red0 and 1

CAF-Indicators

Trend arrows: Score of the last assessment /Score of the actual assessment


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CAF – Actions & Action Categories

Actions(for the CAF-Indicators)

Action Categories


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CAF – Visualization of the results I

CAF-Graph:


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CAF – Visualization of the results II

CAF-View:


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CAF-BSC – Advantages

• General support for all Municipal Departments through MD-OC (technical and in case of changes in form and content of CAF)

• Implementation of quality goals in the Contract System (parent scorecard)

• Involving the organization at the implementation of improvements by definition of actions, responsibilities, realization deadlines, etc.

• Export of the results (e.g. to MS-Excel) for national/international benchmarking

• Several sorting functions to obtain priorities (e.g. status traffic lights, trend arrows, action categories)


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Thank you for your kind attention!

Eva SejrekMagistrat der Stadt WienMagistratsdirektion-Organisation und ControllingA-1082 Wien, RathausE-Mail: [email protected]

Manfred FaschingMagistrat der Stadt WienMagistratsdirektion-Organisation und ControllingA-1082 Wien, Buchfeldgasse 6 E-Mail: [email protected]

CAF & BSC in the Vienna City Administration

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