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, cview@cbrain.dk

Dampfærgevej 30, 2100 København Ø, www.cbrain.dk

Illustration: © massimo - Fotolia.com

The new key role for IT in the Danish State Administration .………………..Page 8

The art of digitising

an agency in 6 months

How Danish State Administration is digitising work ...………………..…Page 6

The art of digitising an agency in 6 months

2 cView 01 2015

"Implementation of the Danish State Ad-

ministration's new digital production

system has taken six months. That speed

is a crucial factor in going digital," says

CEO Per Tejs Knudsen.

By Jan Horsager

Interview:

Over the past six months, the Danish State

Administration has undergone a digital

revolution. Implementation of cBrain's F2 software platform has given the Danish

State Administration a digital production

system that integrates all case management.

"Speed has been a crucial factor for success," says cBrain's CEO Per Tejs

Knudsen. He points out two places where

speed is crucial: Implementation and

delivery.

Implementation is all about the project

and delivery is all about leadership. And

according to Per Tejs Knudsen, speed is so crucial because technology develops

exponentially but people tend to think onlyabout linear progress.

"Our problem is not the technology, but

our ability to use it. If IT projects last lon-

ger than it takes the technology to change,

we're missing out on the opportunity to

get further benefits."

"Technology doesn't just affect the

processes that are supported. It also

moves the goalposts for what's possible inthrough increased efficiency or innovation.

So it is extremely important that the

leadership in an organisation understands

what it wants to achieve with digitisation

and what is possible to achieve

organisationally with technology."

Leadership focus

"It is clearly a leadership focus area toremove barriers to speeding up

implementation and execution." Per Tejs

Knudsen points out the Danish State

Administration as an example of the art of

digitising an agency in six months.

The Danish State Administration has now

completed implementation of F2 as a

platform for going digital. This was part of

an overall change management project:the political agreement to merge the five

regional state administrations into one

agency assumed that there would be efficiency built in to offset the decline in

funding in the coming years.

"The Danish State Administration project

is quite interesting: The entire platform

will be replaced in six months. With a

project that lasts six months, we avoid

technology changing. But that could

happen if the project lasts two or three

years."

"The classic approach to doing projects

with technology is to spend a year for

requirements and analysis, a year for

tendering, one or two years for

implementation: This is not being readyfor the future," says Per Tejs Knudsen.

Preparing for tomorrow

He points out that designing for the future

in a digital society is different to the indu-

strialised society we are normally use as a

yardstick.

"We are talking about a moving target.

Technology development makes it

possible to solve tasks in new ways and to

lead in new ways: leadership teams in

customer organisations have to take this

into consideration. Equally the supplier

needs to understand the potential of

technology and make sure the customer is

aware of it."

"We need to recognise that technology

itself changes the rules of the game. And it

is a partnership between customers and

suppliers to exploit opportunities in the

best way," says Per Tejs Knudsen.

"This speed discussion is not just a discus-

sion about speed for speed's sake. But

because technology evolves we have to

work together with customers to deliver

what is needed today instead of what was

needed yesterday," says Per Tejs Knudsen.

F2 in the central administration

The Danish Ministry ofEmployment

The Danish Ministry ofClimate, Energy and Building

The Danish Ministry of the Environment

The Danish Ministry ofHousing, Urban and Rural Affairs

The Danish Ministry ofChildren, Gender Equality, Integration and Social Affairs

The Danish Prime Minister's Office

The Danish Ministry ofTransport

The Danish Ministry ofForeign Affairs

The Danish Ministry ofEconomic Affairsand the Interior

The Danish Agency for Digitisation

DMI

The Danish Energy Agency

The Danish Business

Authority

The Danish StateAdministration

Request brochures :

cview@cbrain.dk

cView 01 2015 3

xxx

Digitisation in the Danish State Administration

Large volume in production

200,000 decisions per year

500,000 letters in

600,000 letters out

350,000 phone calls

100,000 visitors

Goals for digitisation with F2

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.

Illustration: © massimo_g - Fotolia.com

4 cView 01 2015

Speed, clarity and engagement are key

ingredients in Administration and IT Ma-

nager Rasmus Kruse's work in leading the

digitisation.

By Jan Horsager

Leadership:

Rasmus Kruse had no doubt when he put

out the first concrete words about the plan

to digitise the new Danish State Admini-

stration about a year ago. The project

should replace the jungle of various IT

solutions in the Danish State Administrati-

on with a digital production platform that

integrates case handling and line of busi-

ness processes. It was a digital revolution

in six months.

"If we wanted to

do this, we had to

do it quickly," is

how Rasmus

Kruse describes

the agreement in

the Danish State

Administration's

top management.

"The six months

objective was a

major goal of

both the Danish

State Administra-

tion and cBrain,

because we got

smarter by

putting software

to work and then tuning it. But it was

critical to think about communication and

user training right from the start of the

project."

"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.

cBrain is listed on Nasdaq-OMX in Copenhagen.

The change project in the Danish State Ad-

ministration has brought IT into a key stra-

tegic position.

By Jan Horsager

Strategy:

The State Administration has been under-

going enormous change since the National

Parliament of Denmark's decision to merge

the five regional state administrations came

into force as part of the Danish Finance Act

for 2013. From a CIO perspective, the chan-

ge management project has paid off.

"People listen to what

we say about change

management and what

we say about the organi-

sation in IT. Now we're

not involved too late."

So says the State Admi-

nistration's IT and Admi-

nistration Manager Ras-

mus Kruse about the

new key strategic positi-

on IT now occupies in

the State Administrati-

on. IT is in everything.

"We seized the opportunity, not the IT op-

portunity, but the business opportunity, and

ran with it"

This is how he describes the development

which led to digitisation becoming an

entire-ly key part of the transformation

project in the State Administration. Despite

the fact that he had a brand new team, he

managed to get the team to work together

and create the right

relationships with management colleagues

and the rest of the organisation.

"This way, we in the leadership knew what

we wanted. We had an answer ready. And

we were able to get moving and involve

everyone in the organisation."

But Rasmus Kruse also says that it was

necessary to get help from PA Consulting.

They required some development resources

to create new methods and were therefore

able to increase the competences in the

new IT organisation.

"Now we can refresh with Prince2 and

structured methods as a whole. And we are

working with a standard business case tem-

plate which we can use going forward."

For Rasmus Kruse, there is no doubt that the

State Administration has now laid a strong

digital foundation. His ambition is to see the

State Administration as a first mover in citi-

zen service with technology as a crucial driv-

ing force.

IT moves into business development

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