April 14, 2016

Do you dare to peek into your organization's service machinery?

Ari Lehtovaara

Director, Service integration and management (SIAM), Public Sector Finland, Tieto

Mikko Babitzin

Development Manager, Service integration and management (SIAM), Tieto

“It is essential to understand that in the digital world of services, the important thing for the customer is the service as a whole, not the source of the service. Thus the individual identities of public sector actors have no significance to the customer.”

This quote is taken from the final report of the Finnish State Treasury’s study Ready for a Digital Sprint, published in December 2015. It summarizes neatly both the core of collaboration and one of its biggest obstacles – How does our organization work as part of the value chain?

ICT leadership requires close collaboration and a unified culture

The study aims to find out concrete ways to improve operational methods, rethink tasks and obligations and digitalize processes that would improve the productivity and impact of government agencies. In the study, the Treasury presents 34 action tracks that help achieve significant impact and productivity gains in government administration.

These actions are grouped into seven topics:

  1. Clearer value chains
  2. Make information available and utilize it
  3. Smoother processing
  4. Collaboration and clearly defined responsibilities that benefit the customer
  5. Use competencies and resources more flexibly
  6. More agile administration
  7. Common projects and services to support change

Are you seeing a fuzzy view?

Reaching your objectives requires that change is properly managed and different views and needs taken into account. First of all, though, it requires a change in mindset.

How well can the target state be reached in an environment where public sector actors just obediently fulfil the tasks required of them by law? The service experience of the end customer is not necessarily even known because the customer needs to interact with many different actors.

The same applies to a multivendor ICT environment. Each ICT supplier takes care of its own part of the service, and the management of the whole is left to the customer. Customers’ ability to cope with this varies wildly.

A seamless service experience requires close collaboration of all parts in multivendor ICT management. Each link in the chain is important in and of itself, nevertheless simultaneously contributing to the experience as a whole.

Service Integration And Management meets the challenge

The citizen of the digital age wants to have his or her service needs satisfied at one touchpoint. This means that the identity of the service and the service production is formed through the way the value and impact of the service as a whole is experienced.

When ICT suppliers work seamlessly together, the experience of the citizen improves. The point of Service Integration And Management (SIAM) is that ICT suppliers are brought together, so that instead of taking care of only their own part, they can truly contribute to an overall service entity.

SIAM is part of meeting the digitalization challenge and introduces the best ICT management practices in day-to-day operations.

It gathers service suppliers around a common task and creates the transparency that collaboration requires. It also creates a framework and structure for genuine, efficient collaboration. This also enables the continuous development of services – new insights are created in organizations whose work is characterized by flexibility and participation. Good management has its roots in trust, sharing and transparency.

So how can you achieve all this? SIAM meets the challenge by imbuing the management of a many-faceted ICT ecosystem with common working methods and processes, the roles and skills needed to manage the entity, tools and reporting that enable transparency and anticipation, clearly defined responsibilities, and a governance model that glues the entire ecosystem together.

Tieto’s model for SIAM, Tieto Sustainable SIAM, helps our customers understand the strengths on which to build, as well as the areas where development will create the most improvement. Models and tools guide and encourage experiments and development through small steps while at the same time pointing out the moments when it is time to take bigger leaps in development.

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SIAM blog series in spring 2016

In this blog series, we will discuss SIAM and the digital challenges of the public sector from a variety of angles. The next article will delve deeper into ways to create more clarity in value chains.

  1. Service production in a multivendor environment: calling for efficiency and simplification
  2. Government services through a single digital window
  3. Scale benefits in multivendor environments and the agility benefits of SIAM
  4. Responsibilities of administration and service chains in serving the citizen


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