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Practice:Hellenic Military Geographical Service (HMGS)

From CAF Network

DescriptionDescription of practice

Description of the improved result(s) of the organisation

The Geographical Materials Provision Subdivision of the Hellenic Military Geographical Service (HMGS) processes, annually, a large number of applications regarding administration of geographical materials to both public and private institutions as well as citizens.

Since 2009 and the completion of the Integrated Information System (IIS) project on the HMGS’s premises, the management and dissemination of geographical information with regard to browsing, ordering, pricing and logistics is fully automated and thus contributes significantly to the technological advancement of the Geographical Materials Provision Subdivision. The automated procedures allow for consistent operation of the Subdivision that results to more efficient administration of products to the public and facilitates staff development.

Furthermore, certain metrics with regard to quality of services offered and transactions completed, are effected by electronic means.

At last, the implementation of a geo-portal in the framework of the afore-mentioned project, enhanced the Service’s social profile while improving on the quality of services offered, spreading awareness on geo-information and allowing for successful online transactions.

Results and outcomesResults and outcomes of the CAF implementation

The implemented improvement or change project after the CAF self-assessment, leading to the results mentioned

In context of the continued attempt to furtherimprove on the quality of services and products offered, certain shortcomings needed to be addressed in order for the Hellenic Military Geographical Service (HMGS) to progress seamlessly to the era of Information and Communication Technology (ICT). Stakeholders should be able to communicate their concerns, ideas, complains and/or gratitude n an unimpeded way. Customers, either corporate or private citizens, should be able to complete transactions tailored to their needs in a most efficient manner. Production personnel needed to effectively track and fulfill production orders and logistics personnel needed to efficiently keep track of inventory. Geographical Materials Provision Subdivision staff was in need of a robust system that allowed for holistic ordermanagement and the introduction of metrics, standards of measurements, by which efficiency, performance and quality could be assessed. Then-current state of the art solutions that allowed for successful implementation of such a vast spectrum of applications were considered, and Information Systems technologies came out on top. In this regard the Hellenic Military Geographical Service (HMGS) green lighted in 2009 the Integrated Information System (IIS) project that upon completion addressed each and every one of the aforementioned issues in an effective and efficient way.

The implementation of the Enterprise Resource Planning system (ERP) allows the Hellenic Military Geographical Service (HMGS) to provide a broad range of commercial capabilities and respond to the growing need for online commerce.

Incorporation with the other subsystems of the Integrated Information System allows for further operational support and additional functionality.

The successful implementation of the Integrated Information System (IIS) within the HMGS’s premises for the efficient management and dissemination of geographical information is considered a milestone in the context of Information and Communication Technologies (ICT) andhas resulted in a number of benefits, as described below according to the CAF Enablers Criteria.

•Enables operational transparency of the Geographical Materials Provision Subdivision. (Criterion1)

•Allows for instrumental control of the Subdivision’s operability. (Criterion1)

•Enables effectiveness regarding the correctness and reliability in which the Subdivision enables the personnel in executing its duties and the public in submitting its claims. (Criterion1)

•Allows for communication of the Subdivision’s activities through the HMGS’s official website. (Criterion1)

•Enables diffusivity of geographic information. (Criterion2)

•Allows for online sales support and monitoring that enables transparency. (Criterion2)

•Enables efficient logistics management andaccounting correctness. (Criterion2)

•As a monitoring system, it allows for enabling due process. (Criterion2)

•The information subsystems’ manual drawn under the Integrated Information System is a valuable resource for every user, which allows for efficient operation of said systems and contributes introducing and diffusing knowledge in a structured manner. (Criterion3)

•Innovative solution in the field of awareness that enables browsing of geographical materials administered via the Internet, allowing for efficient execution of orders. (Criterion4)

•The email service enables online communication and transactions between the HMGS and people living in remote areas, thus unable to be physically present on the premises. (Criterion4)

•Application of modern logistics management due to the use of the Enterprise Resource Planning (ERP) Subsystem that effects transaction and logistics management. (Criterion4)

•The ability to export summary statements regarding sales and warehouse stock of administered geographical materials, thus allowing for effective financial management and auditing. Online transaction monitoring provides management with a definitive picture of sales trends. (Criterion4)

•Enables online payment by credit card. (Criterion4)•Exemplary presence within the market. (Criterion4)

•Documentation of due process regarding the Subdivision’s procedures resulted in significant improvement of internal operations and effective provision protocols that allow for efficient transactions and customer support of clients residing in remote locations. (Criterion4)

Stakeholders are able to submit comments, proposals and complaints regarding the offered services and products either through the official HMGS website ( or via email ( or by telephone, thus fully engage with the process of geographical materials’ provision. (Criterion5)

•The implementation of the e-shop enables provision of geographical materials from people residing in remote locations, thus unable to be physically present on the premises. (Criterion5)

•The use of email for communication purposes and the successful completion of transactions including online payment by credit card, reflect the Subdivision’s commitment for the development of innovative processes that enable public engagement with regard to geographical materials provision. (Criterion 5)

Further areas of improvement of the HMGS to be prioritised

The implementation of the IIS was not the result of a CAF exercise per se, since at the time of its creation, the concept of self-assessment was not a common practice within the broader public sector in Greece. However the HMGS’s management, recognisingthe needs of the times, relied upon its personnel’s expertise and pursued the implementation of the IIS as it could bridge the organisation’s strategy and vision with its operational procedures and operating structure. The aim was to create an integrated system for the production and diffusion of geographic information to serve the citizens’ needs. The project was accomplished under the operational programme ‘Information Society’of the third Community Support Framework (CSF) -technical form: regional geographical information systems and innovative actions -priority axis: citizen service and improved quality of life.

Information Systems were at the time, and still are, the most effective technology avaiable that allows companies to evaluate themselves relative to dimensions and help maximize the value and impact of information as a strategic corporate asset, which is among HMGS´s high priorities.

As part of the assessment process undertaken by the public with regard to the Integrated Information System, a pilot study regarding customer satisfaction validated the correctness of practices imposed upon.

Nevertheless, the process of implementing the CAF, highlighted certain areas in need ofimprovement for the efficient operation of the Geographical Materials Provision Subdivision.

Specifically, while the Geographical Materials Provision Subdivision of the Hellenic Military Geographical Service (HMGS) certainly meets the needs of the public, it is not aware of its expectations, since the Subdivision does not employ a systematic data collection method.Consequently, certain important variables such as social, ecological, economic, legal, fiscal etc. are not registered and thus, the Subdivision cannot properly assess strengths, weaknesses, opportunities and threats,nor can it systematically adapt to the constantly changing business landscape

As far as employee training is concerned, the lack of metrics results to inconclusive operational needsthat in turn cannot be translated to a specific roadmap that leads to personal and professional development. As a result, educational activities cannot be evaluated on a cost –benefit basis that would determine the extent to which they are necessary.

The Subdivision does not employ a Total Quality Management (TQM) Tool, nor does it require certain goals –thresholds to be met. Specific metrics that allow for efficiency and quality of services assessment are yet to be determined, as well as definitive customer and employee satisfaction measurements. These metrics would allow for the continuance of the ongoing improvements of organisational and operational procedures that positively impact corporate culture.

In present time, the CAF exemplified and rewarded the organisation’s best practices, and thus introduced a culture of excellence. In order to maintain high standards, an action plan was developed and is currently under implementation.

For HMGS, meeting budget and financial goalsis a major priority. Reliable data, systematically and progressively collected and managed, is a key factor for performance improvement. Hence, it is of utmost importance for HMGS to employ aTotal Quality Management Toolthat allows for consistent measurement of customers’ and employees’ contentment and work towards improving results, as well as to ensure a positive work environmentand encourage personnel to participatein a consistent way in training activities and assessments.

In conclusion, the implementation of a TQM tool within the Geographical Materials Provision Subdivision is deemed valid, if not necessary, and reflects the management’s commitment to strive for continued excellence.

Further informationFurther information of the practice

This is a practice from the study "CAF Improvement identification,prioritisation and implementation" 2016
Hellenic Military Geographical Service (HMGS) PageIDUnique ID of the page: 742
Hellenic Military Geographical Service (HMGS)
YearYear 2016
CountryCountry of the practice Greece
CityCity, town or village Athina
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Hellenic Military Geographical Service (HMGS)
Type of organisationType of organisation Agency
Function of organisationFunction of organisation Defence
Size of organisationSize of organisation
Level of governmentLevel of government Other
OrganisationName of Organisation Hellenic Military Geographical Service (HMGS)
DepartmentDepartment of the organisation
AddressAddress of the organisation Evelpidon 437° 59' 42.63" N, 23° 44' 17.04" E
ZIPZIP code (postal code) 113 62
CityCity, town or village Athina
WebsiteLink to the Website of the Organisation
EmailEmail of Organisation
PersonName of contact person Andreas Christopoulos
Job titleJob title of the contact person CPT