1. Development and Application of Innovative services in the Directorate of Transport and Communications
Region of Crete, Greece
Dr. Nikolaos Raptakis
15. May 2017

2. The island of Crete Area: 8.332 Km2 Population: 621.340
Largest and most populous of the Greek islands
Fifth-largest island in the Mediterranean Sea

3. Region of Crete
Regional Government
4 Regional Units
6 Directorates-General
38 Directorates
170 Departments
900 Public Servants

4. Directorate of Transport and Communications (DTC)
8 Authorities on Crete
Central Authority in Heraklion
Department of driving license
Department of vehicle registration
Technical Department
Secretary Department

5. The initial situation significant deficits in all areas…
Working Environment
Information Management
Process Efficiency
Customer Satisfaction
significant deficits in all areas…

6. Main steps to change management
1. Values & Vision
2. Strategy
3. Motivation
4. Action Planning
5. Implementation
5. Review

7. Commitment to clear values
Service Quality
Transparency
Efficiency

8. Developing a Strategy Framework
People
Infrastructure
Environment
Information
Knowledge
Processes
Standardization
Innovation
e-Government
Service Quality Transparency Efficiency

9. Our journey to digital transformation1 w 4 e d 2 p 3

10. Story 1: The starting point…
Inadequate working conditions
Health & Safety issues
Lack of transparency
Customer dissatisfaction

11. Designing people-focused workplace

12. Welcome reception

13. Citizens’ service desks

14. Supporting our core values
Welcome Reception
Citizens’ service desks
People serving people
Service Quality
No walls
No closed doors
Clarity, glass offices
Transparency
Ergonomic conditions
Customer focus
Clear responsibilities
Efficiency

15. Story 2: Dealing with 2.500 km of paper…
Hazards and risks
Cost of storing paper
Low productivity, inefficiency
Lack of transparency

16. The DTC digitization process model
MANAGEMENT PROCESSES
Strategic Planning
HR Management
ENPE Contract Management
OAED Program Management
RESOURCES (Finance, Information, Technology, Facilities)
KEY PROCESSES
Quality Control
Digital Signing
Storage
Collect
Prepare
Scan
SUPPORT PROCESSES
IT Management
Facility Management
Purchasing
Maintenance

17. The challenge: “to share a vision”
“If you want to build a ship, don’t drum up people together to collect wood and don’t assign them tasks and work…, but rather teach them to long for the endless immensity of the sea.” (Antoine de Saint-Exupéry)

18. A success story: The joy at work

19. Preparing documents for scanning

20. Digitization and quality control teams

21. Key performance results

22. Supporting our core values
Service time
Data security
e-archiving
Service Quality
Digital signature
Information security
Authentication
Transparency
Process efficiency
Error reduction
Documents integrity
Efficiency

23. Story 3: From Chaos to e-Chaos?
Inefficient processes
Too many interfaces and steps
Chaotic work instructions

24. Business Process Reengineering
Process redesign
Process engineering
Process improvement
KPIs
One-stop services
Organization
Training
IT Integration
Standardization
Master files
Automation
Dynamic QR

25. Driving license renewal - the initial process
Counter 8
Counter 7
Archive
Registration
Approval
Labeling
Information
6 workplaces involved
32 process steps
6 controls of files
High error rate
4 months processing time
Fill in documents
Submit files
Docs OK?
Searching
Docs OK?
Data entry
Printing Record
Temporary storage
Docs OK? …
+20 more steps…

26. Driving license renewal: process reengineering
Citizen
One-stop citizen service
Use of dynamic forms
Web-based process
Online Application
Registration
Effective work instructions
Data migration
Data entry
Use of checklists
Training measures
Check
Communication
Assuming responsibility
Approval
Data integration
Traceability
Send

27. Standardization and dynamic documents

28. Supporting our core values
Time
Quality
Information
Service Quality
Clear rules for all
Anti-bribery policy
Responsibilities
Transparency
Process efficiency
Standardization
Dynamic QR-codes
Efficiency

29. Story 4: Ready for e-government
e-appointment
website
smart queuing
Business intelligence

30. DTC website and e-appointment platform

31. Planning and developing a smart queuing system

32. Monitoring performance

33. Supporting our core values
Service Quality
Reliable information
e-appointment
Smart queues
Transparency
Queuing system
Desk assignment
e-submission
Efficiency
Effective planning
Staff motivation
Customers satisfaction

34. Lessons Learnt Move from separate to integrated digital initiatives
Consider all relevant stakeholders, their needs and expectations
Share core values and a common vision in your team
Communicate the need for change
Motivate your people and recognize their efforts
Digital transformations require changes to both processes and IT

35. Thank You
Dr. Nikolaos Raptakis