Just Do It !The story of the Communication Task Force - summer 2011

Nordic eGoverment Conference Copenhagen - December 7th and 8th, 2011Carsten Ingerslev

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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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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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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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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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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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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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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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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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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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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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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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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Results - Final

• We now manage fine with a staff of 60

- and no. of cases waiting has never been lower

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