Together with Valcon, the management and employees of the involved departments have optimised their core processes from when a user is granted a service until the service has been completed.

Lean effect management was the tool and defined effect benchmarks now support the administrative process and make it possible to identify the solutions offering the most value to the user and value for money.

This has resulted in a faster response time for the user, improved overview and less stress among the employees.

The effect management project has provided us with a unique opportunity to measure the internal and external initiatives which we and the City of Malmö offer our citizens. It is very exciting and important to be able to evaluate on the basis of realistic, quantitative and qualitative data for the benefit of our citizens.

Athanasios Patsios Section manager, resource section, Citizens and family, south central city (Södra Innerstaden)