Finland Counsellor Johanna Nurmi Special Adviser Olli-Pekka Rissanen Public Management Department Ministry of Finance

Approach of Administrative Burdens of Citizens in Finland Better regulation One stop shops Central databases/Shared data Proactive services eGovernment Burden/Efficiency Productivity/Effectiviness Please indicate in a 5 or 6 points in what way your country pays attention to the reduction of administrative burdens for citizens? Is there a policy? What are the objectives? 2

Approach of Administrative Burdens of Citizens in Finland Better regulation programme/Ministry of Justice One stop shops/(Ministry of the Interior) Ministry of Finance Central databases (Shared data)/Open Network (Registry Pool) Proactive services/No single responsibility e.g. pre-filled tax form/National Board of Taxes eGovernment/Municipalities and Agencies-> Ministry of Finance Please indicate in a 5 or 6 points: In which way is the reduction of administrative burdens for citizens organised? Which department is leading? Who is politically responsible?Size of the team? Is there an independent committee involved? 3

Approach of Administrative Burdens of Citizens in Finland Macro economics and statistics Service barometer Some findings: Basic health care/Health centres Long distances Specified approaches by municipalities and agencies Please indicate in a 5 or 6 points: What kind of methodology is currently being used to measure or to get insight into administrative burdens for citizens? (e.g. citizens complaints, SCM, journey mapping). What services/legislation cause high administrative burden for citizens? 4

Approach of Administrative Burdens of Citizens in Finland Reduction of number of regional authorities Streamlining processes from customer’s point of view Collecting services One stop shops + eGov +Call Centre: High level Review into Service Transformation in the process Total quality management (CAF) Regional networks (local service providers work together to serve local customers) Please indicate in a 5 or 6 points: What measures are taken to decrease the administrative burden for citizens? 5

Expectations of learning group: Holistic view from customer’s point of view From single approaches to coherent program Learning measuring administrative burden Learning from other countries experiences Some notes: Reporting to DG meeting? May 2008 and December 2008? e.g. Customer journey mapping -> link to EU Primer customer satisfaction management? Please indicate in a 5 or 6 points: What do you expect to learn from the participation in the learning group and what kind of results do you expect? 6