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CVIEW 01 2015
The digital revolution in the Danish State Administration IT and Administration Manager Rasmus Kruse on implementation......…….…..……..Page 4
Employees: Optimism is spreading…………...………………………………………...……………...Page 5
cView is published by cBrain A/S. Responsible publisher: Robert Lentz, COO, cBrain A/S
Editor: Jan Horsager, Research Manager, cBrain A/S, [email protected]
Streamlining: The Danish State Administration's bud-get is decreasing about DKK 90 million from 2013 to 2016.
To create a common platform with a single data model.
To make new thinking and innovation possible using IT.
To support employees' daily work.
To ensure high citizen satis-faction.
Key elements
Automated case flow
Integration with public records
Production overview of case processes
Digital mail and remote printing
Public access to documents
Merging and a standard template archive
F2 replaces the Danish State Admini-stration's 14 year-old EDRMS solution and a number of line of business sy-stems. As a digital production platform, F2 integrates case handling, line of business systems and producti-on control.
The Danish State Administration has about 550 employees who work on 30,000 concurrent cases, including in:
Family law
EU
Guardianship
Contributions
Inspection
Appointment booking
In February, cBrain won the contract to deliver digital appo-intment booking to the Danish State Administration. A solution which integrates with F2 and supports a number of line of business processes.
cBrain's solution for appoint-ment booking is in use in about 20 unemployment funds in a private cloud at AK Samvirke.
Unemployed members of unem-ployment funds can book inter-views using self-service.
Behind the solution for appoint-ment booking in the unemploy-ment funds is a complex process which matches requests with available times and caseworkers at the appropriate unemploy-ment funds' office, along with details of the unemployed per-son's case.
"We completely agreed that to begin with we would keep our cards close to our
chest: survey the existing solution and
clarify the Danish State Administration's
needs and choice of solution. When we
had solid ground under our feet, the plan
was then to involve the organisation in the
implementation as broadly as possible,"
says Rasmus Kruse.
And so it went. On 5 January 2015, the
Danish State Administration put F2 to use
as the new digital production platform
after what Rasmus Kruse - without hesita-
tion - called as close to a perfect imple-
mentation as possible.
"Obviously there are challenges, but
nothing we had not anticipated or prepa-
red the organisation for in advance. And
there was also a brief drop in productivity
as people got up to speed, but now here
in mid-February 2015 most departments
are not so far from the normal levels and
some at around 80-90%, so there is no
reason to believe that we won't have
eliminated all challenges after the first
quarter - as planned." But Rasmus Kruse
also has no doubt that the top leadership
focus on speed and clarity has been crucial
for process support and automated case
flow. "It's important to
take some decisi-
ons and if we
don’t move fast in
digitisation pro-
jects, then we risk
the technology
changing."
"That's why we
were clear as a
leadership team
about what we
wanted and had
answers ready.
When that part of
the process was
over, we could
involve everyone
in the organisati-
on and get as much input as possible for
the digitisation project," says Rasmus Kru-
se. Along with the Technical Project Ma-
nager of the Danish State Administration's
F2 implementation, Rasmus Kruse went on
a roadshow to the nine departments. The
idea was to provide information about the
implementation of F2 and also to say that
the Danish State Administration's digitisati-
on project doesn’t stop there. It also gave
the employees an opportunity to have
doubts and concerns addressed.
The experiences were so good that in the
spring of 2015, they will go on the road
again to listen to the experiences and
thoughts on the further digitisation of the
State Administration.
The digital revolution in the Danish State Administration
"We don't just want to have
an EDRMS system, but an
innovative EDRMS software: a
digital production platform
that gives credit to employees
and citizens."
Rasmus Kruse,
IT and Administration Manager
Cooperation with cBrain
Key development elements in the Danish State Administration's F2 project:
Automated case flow
Integration with public records
Management of case pro-cesses
Digital mail and remote printing
Public access to documents
Merging and standard tem-plate archive
Artwork is part of the F2-communication at The
Danish State Administration.
Artwork is part of the F2 communication and
training at The Danish State Administration
cView 01 2015 5
Implementation:
We have not yet conducted a workplace
survey after the 550 employees in the
Danish State Administration put F2 into
use as the new digital production system
at the end of the previous year. But at the
time of writing – mid-February 2015 – the
work with evaluation has just started.
"In my role as coordinator of change ma-
nagement projects, I participate in mana-
gement meetings. And it's clear that our grapevine is telling us that users are
positive about the new system." So says
Marie Martens Lawsen, who is a special
consultant in the Administration unit of
the State Administration.
After the first month and a half, employe-
es are still getting used to F2 and digital
case handling that integrates all functions
in one Knowledge Worker Desktop.
A marriage case previously required that
the caseworker work in up to seven diffe-
rent applications, from opening the case
in a backlog, to checking payment, civil registration lookup, document
production, archiving, printing or sending
mail, after which the case was closed and archived.
"The first experience has been that we are
no long challenged by delays in response
times that happen in the switch between
different applications. We are starting to
get used to the new way of working in F2,
such as new ways to locate cases and
search for files." So says Kirsten Rosenkil-
de Olsen, who is the Deputy Head of the
Family Justice Office. Her tasks are coordi-
nation of the offices and, to a lesser ex-
tent, actual casework. But she has also been involved in helping train colleagues
in F2.
One example she gives, is that Knowledge
Worker Desktop has a search window, a
document window and a case window
from which all case handling is done.
"Once you get that way of working ingrai-
ned, it becomes easier to understand. F2
is more like working on the internet whe-
reas we were previously used to having to
close windows on the screen in order to
proceed in the case," says Kirsten Rosen-
kilde Olsen. The training of colleagues in
December was based on the Herskin me-
thod. The method requires IT solutions
which are intuitive to use and based on a
modern user interface. Users need to
understand why the IT solution needs to
be implemented, how the solution is de-
signed and in particular how they can
learn new functions themselves.
"It was a good approach to training and
floor-walking in the organisation. Despite
scepticism, especially from users whose
work isn’t intuitive, most people quickly
get the hang of it," says Kirsten Rosenkilde
Olsen.
Optimism is spreading
The State Administraion
The State Administration's main office is in Aabenraa and the administration also has eight departments in Rønne, Copen-hagen, Nykøbing F, Ringsted, Odense, Aalborg, Ringkøbing and Aarhus.
There are about 550 employees, who work with:
Family justice
EU
Guardianship
Contributions
Inspection
The Workplace survey is a key measurement tool
The workplace survey (APV) is a key measurement tool for digiti-sation in the State Administrati-on.
In 2014, the Danish State Admini-stration's workplace survey sho-wed that 29 percent of employe-es in the State Administration felt that information technology supported their work to a very small extent.
One of the aims of the digitisati-on project is to make this percen-tage much lower.
6 cView 01 2015
How workflows are digitised with F2 The checklist-based process support in F2
gives caseworkers greater freedom to
manage tasks and provides increased
efficiency in case handling. The case do-
cuments are created in the background
and the production dashboard ensures an
overview.
By Jan Horsager
Product focus:
Digital support for tasks in case handling
are key in the State Administration's
digital revolution. After implementation
of F2, the processing of divorce cases is
now based on a checklist paradigm which
guides the caseworker through required
tasks.
A checklist consists of a series of tasks
which can vary depending on the case. If,
for example, children are in a relationship,
a number of tasks have to be solved
related to custody. If there is no
agreement between parents on custody,
then different tasks are triggered than if there is agreement, and so on.
Variant management
It is these variations which determine
which tasks the caseworker should mana-
ge during the case. There are about 80
variant definitions in connection with
Marriage Records with the State Admini-
stration which, when combined, guide the
caseworker through the work.
During the case progress, tasks are defi-
ned on the fly depending on the data the
caseworker enters, for example, under
terms negotiated in a divorce case. At the
same time, the documents for the case
are created automatically: letters, agree-
ments, grants, rebates, etc. depending on
the case and the organisation.
Automatic document production
Document production is closely connected
to the variant definitions that create the
checklists used in case processing. Depen-
ding on which variant is followed, the
specific documents required are created
from data and phrase templates and mer-
ged so that the documents are literally
formed in the background of the F2 soft-
ware while the case processing happens..
This is what Claus Mølgaard Laustsen,
consultant with cBrain, says about the use
of the F2 software with the State Admini-
stration. As part of cBrain's delivery orga-
nisation, he helped configure the F2
software for the State Administration.
Processes are configured
F2 is standard software, so the process
F2: Everything in one place
F2 integrates all case handling in Knowledge Worker Desktop.
Previously, a caseworker in the State Administration had to work in up to seven different applications to solve the tasks in a marriage case.
The State Administration descri-bes it this way:
"F2 is our new tool formanaging the State Admini-stration's cases and docu-ments.
In the future, we only have to work in one system
F2 will support your work
With remote printing,letters are printed centrally and sent to the citizen by e-mail or mail
Information about a case orcitizen only needs to be entered in one place
Lots of search options
Freedom of Information iseasier
Chat: so we can use each other and share our know-ledge
All standard letter templa-tes stored and maintained in one place
The checklist-based process sup-
port in F2 gives the organisation
greater freedom to manage tasks
and provides increased efficiency in
case handling.
cView 01 2015 7
support is configured - i.e. no code needs
to be written, only settings changed in the
standard software. And according to
Claus Mølgaard Laustsen, this
configuration makes it easier for the orga-
nisation to change and further develop
the processes after F2 is implemented.
The organisation can itself change and
develop digital processes when, for exam-
ple, there are changes in law. Claus
Mølgaard Laustsen stresses that the
checklist paradigm does not restrict
caseworkers to performing tasks in a
certain order. It is the caseworker, with
their professional understanding, who
makes the decisions in the case.
Digital leverage
"You could say that the checklists provide
digital leverage. The not-so-experienced
caseworker can get a lot of help and the
experience caseworker can solve tasks
quicker," says Claus Mølgaard Laustsen
and emphasises:
"Digitising processes gives the casewor-
kers freedom, while ensuring quality and
efficiency in the agency's case handling.
At the core is the business logic which the
variant management and checklists help
create."
F2 Production Dashboard
With F2 Process Support, the State Admi-
nistration has gained the ability to work
digitally with case management proces-
ses. The leadership has also gained a new
built-in ability to create overviews and
manage production with F2 Production
Dashboard. The production dashboard is a
digital board where you can find cases
organised by type. The boards are confi-
gured as needed and can be set for many
types of metadata.
In F2, search lists – based on searches in
metadata – are the core of document
management and case handling. F2 Pro-
duction Dashboard is at heart a very ad-
vanced set of search results which are
graphically represented.
The State Administration uses the produc-
tion dashboard to organise and manage
production of the 30,000 cases which are
being handled concurrently. The casewor-
kers can open the dashboard from their
Knowledge Worker Desktop and search
for cases with a certain prio-rity. With one
click, the case is opened with all
associated files and documents and the
case processing can get started.
Similarly, middle managers and top execu-
tives can use the production dashboard to
get overviews, plan and manage case
workloads in the State Administration.
F2 at The State Administration
F2 consists of a base product and more than 30 extension modules which integrate various case management functions.
In particular, the State Admini-stration has focused on five mo-dules:
F2 Freedom of Information: Access for generating FOI re-sponses.
F2 Digital Post: Integration with Strålfors for delivery of e-mail to the Danish eBoks system or for remote printing.
F2 Merging and template archive for automating document produ-ction.
F2 Process support for support of case worklow, which varies de-pending on the type of case.
F2 Production Dashboard for overviews and management of case production.
cBrain - The Process Company
cBrain is an engineering company with a solid theoretical software background. We help create measurable efficiency improvements through digitisation of business and knowledge processes.
cBrain has customers in state, municipal and private companies and organisations. This means that we can often inspire with unconventional solution by using ideas across traditional applications.
We ensure innovation and new thinking by using a well-proven set of methods, called "the innovative space," where we design solutions based on user experience and application. This provides greater user satisfaction and reduces costs for implementation.