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

2. 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

3. 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

4. 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

5. 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

6. 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