Information in the service of the citizen

The interface between citizens and the welfare services through E-mail communications, SMS and direct dialogue over the Internet,  required change as new technology develops. Citizens requires increasing accessibility of the services offered, increased choices (daycare near work, school in another neighborhood) in a clear and understandable way. The services the city offers will, in the future, be adapted to individual needs and be delivered with high reliability. many of the services that citizens demand, places great demands on co-operation within the organization and interaction with other principals, such as between the city and county in the common care process.

It was identified that to achieve optimal interaction, required that people and organizations where correctly defined and consistent, so that all parties can share information in an effective way.

As the city’s citizens, staff and organization are described differently in various IT systems, monitoring is hampered by processes that have to be handled by more than one organizational department. This gives an inconsistent picture of the city’s service and makes it difficult to provide a uniform basis for the citizen’s interaction with the City.

Summary of problems:

Ortelius started capturing the identified needs into a sustainable information model, that took account of individuals, organizations and roles. The next step was to validate and verify the information model by using the inorigo® platform. Information was loaded from different data sources and entitities with varying organizational responsibilities, including  extensive knowledge of their respective departments, to consolidated and unified and see the actual information. Eventual short comings could easily be spotted and removed. Step by step a correct reflection of the organization and its parties grew in what was called a common point of reference.

Results: