Practice:Municipality of Krakow
DescriptionDescription of practiceMain focus of the quality policy set in 2010 for the Krakow City Office by the Mayor of Krakow is constant improvement of services to meet the expectations and requirements of clients. In order to implement this universal rule in everyday work of all employees a number of quality management tools were adapted. Two of them were used to identify location of services delivery as possible improvement area. Those were: annual customer satisfaction research and CAF self-assessment. One of the most common reasons for customers’ dissatisfaction reported in the annual research were always: number of parking spaces, accessibility for the disabled people, working hours and waiting time. On the other hand an unquestionable strong point of the organization noticed during CAF self-assessment was the fact of delivering basic services by the Krakow City Office in many different locations of the city. Combining all this knowledge about customers’ needs and expectations with the organization capabilities the decision was made to start delivering services in shopping malls.
Innovative approachesInnovative approaches of the practiceThe idea to locate service points of the City Office in shopping malls meets all the above mentioned customers’ needs. First of all the shopping malls are always well-equipped with parking spaces and their infrastructure is always available for people with disabilities. Secondly, service points in shopping malls are open Monday – Saturday which is an extension comparing to regular working time of the Krakow City Office (Monday – Friday). Another considerable benefit for the customers is the possibility of dealing with the official matters when shopping or going to the cinema/restaurant without any additional effort - without a need to visit a dedicated official building or search for parking spaces on the street (majority of buildings of the Krakow City Office have no dedicated parking spaces for the customers or the spaces are very limited because of the area ownership issues). Moreover, during the time of waiting for the service in the service point located in a shopping mall customer does not have to stand in a queue. In all localizations of those service points there are queue management systems which provide all the customers with an information about an approximate hour of service so the customer can go shopping or for example have a coffee.
Results of implementing this new approach to providing services by the City Office were also measured by annual customers satisfaction research. In 2017 research only “number of parking spaces” still remained rated under four on a 5-point scale, but growing consistently every year from 2013 starting. Three other aspects that were rated low before, mainly: accessibility for the disabled people, working hours and waiting time in 2017 reached the level of rating above four.
Results and outcomesResults and outcomes of the CAF implementationIn 2010, the results of the annual customer satisfaction research, showed that the number of available parking spaces and accessibility of for the disabled people were rated the lowest among 30 different aspects of the Krakow City Office’s activities. Working hours and waiting time were also rated low (below four on a 5-point scale, when one of the organization's main goals is to maintain customers’ satisfaction rate above four).
In 2011 the CAF self-assessment was carried out at Krakow City Office. One of the strong points of the organization identified by the self-assessment group was the fact that many buildings of the City Office are located in a different parts of the city which allows clients easier access. However at the same criterion an area to improve was identified, mainly: lack of administrative center in Krowodrza (part of the city covering 4 districts).
In order to gain more detailed knowledge about customers’ needs in this area, in 2011 customers were also asked (as a part of the annual customer satisfaction research) to express their opinion about the idea of City Office service points in the malls. Results showed that on average every third customer would like to settle official matters at a service point located in a shopping center, and the number was even higher among younger residents. The proposals for locations of service points were also collected.
After analyzing data regarding the number of people visiting different shopping malls, distance to the nearest City Office building, as well as the interest of a shopping mall in collaborating with the Office, the final locations for service points were selected, and also a range of issues to be settled there was established, an appropriate follow-up negotiation, execution and promotion were performed.
To ensure proper staffing, a flexible time was offered to the employees at service points (rotation seater - according to Polish labor law provisions), and also necessary infrastructure, and procedures were ensured. The challenge posed on the City Office concerned the proper security of the access to government systems of information by computers at service points. Due to the determination of our employees all of these issues were solved successfully.
The first service point was opened on November 30, 2013 in Gallery Bronowice, located in Krowodrza, on the outskirts of Krakow, where no City Office buildings are available. This point is supported by four employees, including two from the Department of Administrative Affairs, and two of the Department of Vehicle and Driver Registration.
The scope of matters handled at this point includes: the submission of all types of applications and correspondence to the Office of the City of Cracow, check-in and check-out, census, issuing identity cards, registration of business, as well as the vehicle registration. The point is open Monday – Saturday from 10.00 a.m. to 6.00 p.m. The popularity of this form of contact with the City Office, resulted in opening of a second service point in a shopping mall - Bonarka City Center (opened on October 5, 2015), located in the southern part of Cracow, close to three large housing estates. The scope of matters handled there, as well as opening hours and staffing are the same as at the first service point.
Since this form of providing services by the City Office appeared to be widely appreciated by the customers, in May and November 2017 two more service points were opened.
In 2011 CAF self-assessment one of the strong points of the organization identified by the self-assessment group was the fact that many buildings of the City Office are located in a different parts of the city which allows clients easier access. However at the same criterion (4.6 How organization manages property) an area to improve was identified, mainly: lack of administrative center in Krowodrza (part of the city covering 4 districts). In order to use this strong point potential and in the same time answer identified problem the decision was made to develop a network of City Office service points based on shopping centers’ infrastructure starting from the Krowodrza area.
Further informationFurther information of the practiceThis is an application form for a Good Practice Case for the 8th European CAF-User Event.
upload LogoLogo of organisation. Must be a JPG-File
|CountryCountry of the practice||Poland|
|CityCity, town or village||Krakow|
|Type of organisationType of organisation||Local or regional administration|
|Function of organisationFunction of organisation||General public services|
|Size of organisationSize of organisation|
|Level of governmentLevel of government||Local Government|
|OrganisationName of Organisation|
|DepartmentDepartment of the organisation|
|AddressAddress of the organisation||plac Wszystkich Świętych 3-450° 3' 32.90" N, 19° 56' 14.17" E|
|ZIPZIP code (postal code)||31-004|
|CityCity, town or village||Krakow|
|WebsiteLink to the Website of the Organisation||www.bip.krakow.pl|
|EmailEmail of Organisationemail@example.com|
|PersonName of contact person||Maria Rusowicz|
|Job titleJob title of the contact person||Management Representative|