Qlik Case Studies Gemeente Haarlem Drives Performance Monitoring with QlikView

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	Gemeente Haarlem Drives Performance Monitoring with QlikView Qlik

Gemeente Haarlem Drives Performance Monitoring with QlikView

Qlik

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Cities & Municipalities
Services	System Integration Training
Challenge	Gemeente Haarlem, a city council in the Netherlands, was under pressure to reduce costs and improve performance management while also introducing new service delivery models to boost efficiency. The council had adopted a business lead approach to performance management and was working towards developing a shared services strategy for ICT, and other areas, such as finance and HR, between its different departments. ICT formerly operated semi autonomously using disparate data sources and had accumulated more than 100 million records. A principal driver for the change programme was to embed a performance management culture throughout the organisation and transform the delivery of public services. Cost effective, easy to use, business intelligence (BI) technology emerged as a vital tool for achieving success with the change agenda in the long term. Read More
About Customer	Gemeente Haarlem is a city council in the Netherlands with 1,200 employees serving a population of 150,000. It is the capital of the province covering the northern half of the Netherlands where besides Gemeente Haarlem major cities, such as Amsterdam. Alkmaar, and Den Helder, are located. As one of the top 10 local authorities in the country, Gemeente Haarlem is a trail blazer in the provision of cost effective citizen centric services enabled by ICT. In the current climate of public sector spending restraint, the council has been under pressure to reduce costs and improve performance management while also introducing new service delivery models to boost efficiency. Read More
Solution	Gemeente Haarlem initially deployed QlikView 8.0 in 2008 upgrading to QlikView Enterprise Server 9.0 in 2010 with 100 daily users and 150 document users. Following the success of QlikView with initial reports for HR and later on with the financial reports, the council engaged QlikTech Elite Partner The Implementation Group for a “Seeing is Believing” demonstration using the authority’s own data sources for the primary processes. By 2009, management wanted to extend the use of QlikView to the core public facing services of the council to achieve new efficiency savings and a reduced burden on the ICT department. This involved getting buy in from a range of departmental stakeholders including, for example, social security benefits entitlements, car parking enforcement, passports issuance and renewals, citizen complaints, and help desk monitoring. For example, with the citizen complaints QlikView is used to analyse what percentage of complaints are responded to within agreed normal times and picks up any exceptions. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Cities & Municipalities

Services

System Integration

Training

Challenge

Gemeente Haarlem, a city council in the Netherlands, was under pressure to reduce costs and improve performance management while also introducing new service delivery models to boost efficiency. The council had adopted a business lead approach to performance management and was working towards developing a shared services strategy for ICT, and other areas, such as finance and HR, between its different departments. ICT formerly operated semi autonomously using disparate data sources and had accumulated more than 100 million records. A principal driver for the change programme was to embed a performance management culture throughout the organisation and transform the delivery of public services. Cost effective, easy to use, business intelligence (BI) technology emerged as a vital tool for achieving success with the change agenda in the long term.

About Customer

Gemeente Haarlem is a city council in the Netherlands with 1,200 employees serving a population of 150,000. It is the capital of the province covering the northern half of the Netherlands where besides Gemeente Haarlem major cities, such as Amsterdam. Alkmaar, and Den Helder, are located. As one of the top 10 local authorities in the country, Gemeente Haarlem is a trail blazer in the provision of cost effective citizen centric services enabled by ICT. In the current climate of public sector spending restraint, the council has been under pressure to reduce costs and improve performance management while also introducing new service delivery models to boost efficiency.

Solution

Gemeente Haarlem initially deployed QlikView 8.0 in 2008 upgrading to QlikView Enterprise Server 9.0 in 2010 with 100 daily users and 150 document users. Following the success of QlikView with initial reports for HR and later on with the financial reports, the council engaged QlikTech Elite Partner The Implementation Group for a “Seeing is Believing” demonstration using the authority’s own data sources for the primary processes. By 2009, management wanted to extend the use of QlikView to the core public facing services of the council to achieve new efficiency savings and a reduced burden on the ICT department. This involved getting buy in from a range of departmental stakeholders including, for example, social security benefits entitlements, car parking enforcement, passports issuance and renewals, citizen complaints, and help desk monitoring. For example, with the citizen complaints QlikView is used to analyse what percentage of complaints are responded to within agreed normal times and picks up any exceptions.

Impact #1	Greater staff acceptance of performance management
Impact #2	Lower IT maintenance costs
Impact #3	Less time spent on querying accuracy of BI reporting

Impact #1

Greater staff acceptance of performance management

Impact #2

Lower IT maintenance costs

Impact #3

Less time spent on querying accuracy of BI reporting

Benefit #1	Between 25 and 30 QlikView applications deployed
Benefit #2	Savings on low level key reporting positions who performed a lot of copy/ paste exercises as part of their jobs
Benefit #3	Saved money by process improvements that became apparent due to the improved monitoring possibilities

Benefit #1

Between 25 and 30 QlikView applications deployed

Benefit #2

Savings on low level key reporting positions who performed a lot of copy/ paste exercises as part of their jobs

Benefit #3

Saved money by process improvements that became apparent due to the improved monitoring possibilities

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Overview

Gemeente Haarlem Drives Performance Monitoring with QlikView

Operational Impact

Quantitative Benefit