1. Just Do It !
The story of the Communication Task Force - summer 2011
Nordic eGoverment Conference
Copenhagen - December 7th and 8th, 2011
Carsten 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 It
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3. Challenges
• Ever increasing service expectations from customers
• Staff wanting to honour service expectations
• Staff conservatism regarding digitisation
• Fewer professional users (lawyers, accountants etc.)
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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.
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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
available
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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.
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7. What did we focus on
• Digitising
- Make customers serve themselves
• Improving communication
- Speak plainly so that customers don't need to ask
• Clear service strategy
- Focus on resources. Bronze is the new black
• Changing the rules
- Are we unnecessarily strict in procedural requirements?
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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 lingo
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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 again
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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 online
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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.
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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)
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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)
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14. Results - Final
• We now manage fine with a staff of 60
- and no. of cases waiting has never been lower
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