Nordic eGovernment Conference 2011 - Carsten Ingerslev

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Just do it!

Just do it!

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  • 1. Just Do It ! The story of the Communication Task Force - summer 2011Nordic eGoverment ConferenceCopenhagen - December 7th and 8th, 2011Carsten Ingerslev
  • 2. Just Do It…. • Background: Serious budget constraints • Task: Reduce costumer staff from 95 to 60 • Timeframe: 4 months – summer 2011 • Method: Just Do It2
  • 3. Challenges • Ever increasing service expectations from customers • Staff wanting to honour service expectations • Staff conservatism regarding digitisation • Fewer professional users (lawyers, accountants etc.)3
  • 4. What is it that we do – a few examples • Registration of corporations • Selling information on corporations (gross revenue 2010; 55 mil. d.kr.) • Anti laundering of money • Subsidies to cleaning services in private homes • Registration of foreign service providers • Registration of all businesses selling food • Etc. • Etc.4
  • 5. Customer Service Center Handles; • 90.000 E-mails and written inquiries pr. Year • 190.000 Phone calls pr. Year • 188.000 Financial statements retrieved and made publicly available5
  • 6. The Process • Establish management team • Identify and formulate goals • Identify low hanging fruits • Establish Taskforce – multi skilled; communication experts, secretaries, IT people, lawyers etc. • Involve the hole staff • No red tape –no Prince 2, ultra quick decisions • Focus on effect • Identify more low hanging fruits • Focus on effect • Etc. • Etc.6
  • 7. What did we focus on • Digitising - Make customers serve themselves • Improving communication - Speak plainly so that customers dont need to ask • Clear service strategy - Focus on resources. Bronze is the new black • Changing the rules - Are we unnecessarily strict in procedural requirements?7
  • 8. Service Strategy – Focus on resources • Hide the paper solution and flash the digital solutions • Bronze is the new black, ex.; – Making phone customers wait between 10 and 20 min., cutting no. of calls by 50%, and making phone staff more efficient • Speak plainly – no lawyer lingo8
  • 9. Digitizing • Introducing an CRM system with 600 new Q & A´s • A quick, intelligent yes/no guide to help customers navigate between our many digital solutions • Digitizing the certificate of corporate compliance • Digitizing parts of the user rights management. The costumers can only pass on their rights digital • SMS messages to customers when systems are online again9
  • 10. Improving communication • Fewer and less strict procedural requirements – (Remove lock on cvr.dk so that multiple users on the same address can be set up as users) • Rewritten 1100 texts • Remove contact information and paper forms from our and other web-sites • Flash links to e-learning movies on all relevant pages • Three templates instead of 400 standard letters • New and improved guides to key solutions (Start Form, Webreg and P-unit) • Dynamic strategic information to customers waiting in the telephone queues and online10
  • 11. Changing the rules • Extend the activation time of the CVR numbers of voluntary associations so that they only have to renew their CVR number every three years.11
  • 12. Results (1) • No. of calls down from 16.500 (Nov. 2010) to 8.500 (Nov. 2011) • No. of e-mails down from 90.000 to 14.000 (est.) • Digitization of Certificate of corporate compliance – saved 5 man years (6000 cases p.a. previously taking 45 min. now takes 1-3 min.) • Digitizing parts of the user rights management – saved est. 9 man years (11.250 cases p.a. previously taking 40 min is now 100% digital)12
  • 13. Results (2) • Digitizing power of attorneys, saving 5,5 man years (11.250 cases each taking 40 min.) • 20% fewer general inquiries from users concerning Virk.dk, because of better information (A reduction of 250 working hours a year) • 18% fewer inquiries from users concerning cvr.dk because of allowing multiple businesses to be registered on the same address (A reduction of 450 working hours a year)13
  • 14. Results - Final • We now manage fine with a staff of 60 - and no. of cases waiting has never been lower14