Bureaucracy in a digital Age

An efficient, transparent and fair government is fundamental to maintaining citizen trust. Making bureaucracy work and reflect the needs of citizens is a cornerstone of a functioning democracy. By working with government organisations, cBrain has developed a best practice "ideal" model for digital bureaucracy, along with a specification method to enable implementation in a specific government organization. 


The Challenge

With the advent of email paper-based bureaucratic processes started to get out of control. Official information is locked away in personal inboxes and file stores, with only a small fraction of documents available in formal records systems.

At the same time, citizens, ministers and civil servants all become frustrated when faced with overly bureaucratic processes.

How do you keep in control, while at the same time being open and responsive to user needs?


The Solution

cBrain's approach is to re-think classic bureaucracy to make it fit for the digital age.

We have introduced a model that goes beyond simply replacing paper with electronic documents, and instead focuses on supporting core government routines such as approval processes, briefings, meetings, FOI requests, and records and email management.

The approach was designed for and with government, and addresses the need for secure processes and information handling, while also meeting requirements for transparency and fairness.


The Outcomes

The model is technology independent, but cBrain has built a software platform called F2 that supports it.

Today more than 50 government organisations around the world have implemented the model and associated software. More than half of ministerial departments in Denmark are using the model, including the Prime Minister's Office, Ministry of Finance, and Ministry of Foreign Affairs.

The Ministry of Transport and Ministry of Climate and Energy won a national digitisation award for their implementations of the model and F2 platform.

Case processing times were reduced by a third, and more than a third of employees reported higher overall job satisfaction 3 months after going live.

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