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CAF & BSC in the Vienna City Administration
Folie 1
November 2003 Eva Sejrek & Manfred Fasching
CAF & BSC in the Vienna City Administration
P
DC
A
CAF & BSC in the Vienna City Administration
Folie 2
November 2003 Eva Sejrek & Manfred Fasching
City of Vienna
• 41.000 hectare
• 1,6 Mio citizens
• 23 districts
• Federal capital of Austria
CAF & BSC in the Vienna City Administration
Folie 3
November 2003 Eva Sejrek & Manfred Fasching
The City Administration a brief overview
1 8 E xe cu tive O ffices
7 E xe cu tive G rou ps
1 9 M un ic ip a lD is tric t O ff ices
S p e c ia lA ss ig nm e n ts
C h ie f E xe cu tive D ire c to r A u d it in g C o m p a rtm e nt
1 2 M D
In teg ra tio n ,W o m en 's Issu e s,
C u s tom e r P ro te c tiona n d P erso nn e l
7 M D
F in an ce ,E co no m ic A ffa irs a nd
V ie nn a P u b licU tilit ie s
9 M D
E d uca tio n , Yo u thS o c ia l A ffa irs,
In fo rm ationa n d S po rts
3 M D
C u ltu ra l A ffa irsa n d S c ie n ce
E n te rp riseV ie n na H osp ita l
A sso cia tion
4 M D
P u b lic H e a ltha n d H o sp ita ls
1 2 M D
U rb an D e ve lo p m e n t,T ra ff ic a n d T ra nsp o rt
9 M D
E n v iro n m e nt
E n te rp riseC ity o f V ien n a -
H o u sin g in V ie n na
8 M D
H o us in g ,H o u sin g Co n s tru c tiona n d U rb a n R e ne w a l
8 A dm in istra tive G ro u psle d by
E xe cu tive C ity C ou n c illo rs
M a yo r
C ity S e n a te
C ity C o u n c il
60.000 Employees
MD = Municipal Department
CAF & BSC in the Vienna City Administration
Folie 4
November 2003 Eva Sejrek & Manfred Fasching
Recent Development
• Reforming the Vienna City Administration to an up-to-date service-oriented company
• According to New Public Management a controlling and contract system is being implemented
CAF & BSC in the Vienna City Administration
Folie 5
November 2003 Eva Sejrek & Manfred Fasching
Quality gains Significance
• Related to the contract system BSC is being implemented
• Regarding the market situation an increasing number of Municipal Departments acquired ISO 9001-cerificates
• „Common Assessment Framework“ was introduced in connection with the Speyer Quality Award 2002 and has been successfully practised by an increasing number of Municipal Departments
CAF & BSC in the Vienna City Administration
Folie 6
November 2003 Eva Sejrek & Manfred Fasching
Integrating QM-System
• Each of the applied QM-methods had its merits, one general system seemed inadequate
• To keep effort and costs low and secure benefits selected QM-methods were combined
• As part of the contract system each of the Municipal Departments has to perform either CAF, ISO 9001 or EFQM – according to their different assignments
• For the favoured CAF an instrument for easier application and linking to the BSC was created
CAF & BSC in the Vienna City Administration
Folie 7
November 2003 Eva Sejrek & Manfred Fasching
City of Vienna – Contracting
Political System
Public Administration
Chief ExecutiveChief Executive
Executive City Councillor
Executive City Councillor
Municipal DepartmentMunicipal
Department
Executive City Councillor
Executive City Councillor
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Housing in Vienna
Housing in Vienna
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Vienna Hospital A.
Vienna Hospital A.
Organisation & ControllingOrganisation & Controlling
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Municipal District
Office 1/8
Municipal District
Office 1/8
Municipal District Office 2
Municipal District Office 2
Municipal District Office 3
Municipal District Office 3
MayorMayor
Political System
Public Administration
Chief ExecutiveChief Executive
Executive City Councillor
Executive City Councillor
Municipal DepartmentMunicipal
Department
Executive City Councillor
Executive City Councillor
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Housing in Vienna
Housing in Vienna
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Vienna Hospital A.
Vienna Hospital A.
Organisation & ControllingOrganisation & Controlling
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Municipal District
Office 1/8
Municipal District
Office 1/8
Municipal District Office 2
Municipal District Office 2
Municipal District Office 3
Municipal District Office 3
MayorMayor
Executive City Councillor
Executive City Councillor
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Housing in Vienna
Housing in Vienna
Municipal DepartmentMunicipal
Department
Municipal DepartmentMunicipal
Department
Vienna Hospital A.
Vienna Hospital A.
Organisation & ControllingOrganisation & Controlling
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Chief Exec. Office
Municipal District
Office 1/8
Municipal District
Office 1/8
Municipal District Office 2
Municipal District Office 2
Municipal District Office 3
Municipal District Office 3
MayorMayorChief ExecutiveChief Executive
Executive City Councillor
Executive City Councillor
Municipal DepartmentMunicipal
Department
Participants in the
Contract System
CAF & BSC in the Vienna City Administration
Folie 8
November 2003 Eva Sejrek & Manfred Fasching
CAF and the Contract System
Contract
Sub-Scorecardfor internal controlling
CAF-Scorecard
CAF & BSC in the Vienna City Administration
Folie 9
November 2003 Eva Sejrek & Manfred Fasching
CAF – Application in the CAF-Scorecard
CAF
Contract Management based on Balanced Scorecard:
CAF & BSC in the Vienna City Administration
Folie 10
November 2003 Eva Sejrek & Manfred Fasching
CAF – Scoretable
Actualscore
Score of the lastCAF-Assessment
Status of the
acutal scoreTraffic-Lights
CAF-Score
green4 and 5
yellow2 and 3
red0 and 1
CAF-Indicators
Trend arrows: Score of the last assessment /Score of the actual assessment
CAF & BSC in the Vienna City Administration
Folie 11
November 2003 Eva Sejrek & Manfred Fasching
CAF – Actions & Action Categories
Actions(for the CAF-Indicators)
Action Categories
CAF & BSC in the Vienna City Administration
Folie 12
November 2003 Eva Sejrek & Manfred Fasching
CAF – Visualization of the results I
CAF-Graph:
CAF & BSC in the Vienna City Administration
Folie 13
November 2003 Eva Sejrek & Manfred Fasching
CAF – Visualization of the results II
CAF-View:
CAF & BSC in the Vienna City Administration
Folie 14
November 2003 Eva Sejrek & Manfred Fasching
CAF-BSC – Advantages
• General support for all Municipal Departments through MD-OC (technical and in case of changes in form and content of CAF)
• Implementation of quality goals in the Contract System (parent scorecard)
• Involving the organization at the implementation of improvements by definition of actions, responsibilities, realization deadlines, etc.
• Export of the results (e.g. to MS-Excel) for national/international benchmarking
• Several sorting functions to obtain priorities (e.g. status traffic lights, trend arrows, action categories)
CAF & BSC in the Vienna City Administration
Folie 15
November 2003 Eva Sejrek & Manfred Fasching
Thank you for your kind attention!
Eva SejrekMagistrat der Stadt WienMagistratsdirektion-Organisation und ControllingA-1082 Wien, RathausE-Mail: [email protected]
Manfred FaschingMagistrat der Stadt WienMagistratsdirektion-Organisation und ControllingA-1082 Wien, Buchfeldgasse 6 E-Mail: [email protected]