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Gemeente Haarlem Drives Performance Monitoring with QlikView
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Cities & Municipalities
Services
- System Integration
- Training
The Challenge
Gemeente Haarlem, a city council in the Netherlands, was under pressure to reduce costs and improve performance management while also introducing new service delivery models to boost efficiency. The council had adopted a business lead approach to performance management and was working towards developing a shared services strategy for ICT, and other areas, such as finance and HR, between its different departments. ICT formerly operated semi autonomously using disparate data sources and had accumulated more than 100 million records. A principal driver for the change programme was to embed a performance management culture throughout the organisation and transform the delivery of public services. Cost effective, easy to use, business intelligence (BI) technology emerged as a vital tool for achieving success with the change agenda in the long term.
About The Customer
Gemeente Haarlem is a city council in the Netherlands with 1,200 employees serving a population of 150,000. It is the capital of the province covering the northern half of the Netherlands where besides Gemeente Haarlem major cities, such as Amsterdam. Alkmaar, and Den Helder, are located. As one of the top 10 local authorities in the country, Gemeente Haarlem is a trail blazer in the provision of cost effective citizen centric services enabled by ICT. In the current climate of public sector spending restraint, the council has been under pressure to reduce costs and improve performance management while also introducing new service delivery models to boost efficiency.
The Solution
Gemeente Haarlem initially deployed QlikView 8.0 in 2008 upgrading to QlikView Enterprise Server 9.0 in 2010 with 100 daily users and 150 document users. Following the success of QlikView with initial reports for HR and later on with the financial reports, the council engaged QlikTech Elite Partner The Implementation Group for a “Seeing is Believing” demonstration using the authority’s own data sources for the primary processes. By 2009, management wanted to extend the use of QlikView to the core public facing services of the council to achieve new efficiency savings and a reduced burden on the ICT department. This involved getting buy in from a range of departmental stakeholders including, for example, social security benefits entitlements, car parking enforcement, passports issuance and renewals, citizen complaints, and help desk monitoring. For example, with the citizen complaints QlikView is used to analyse what percentage of complaints are responded to within agreed normal times and picks up any exceptions.
Operational Impact
Quantitative Benefit
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