digital government THAT works
The 2017 European Digital Economy and Society Index (DESI) shows that Denmark is both a European and global leader in digitization.
F2 sets a standard for digital government because of its rapid user adoption across organisations.
Denmark has been recognised by the EU as the leading digital nation in Europe. The Danish approach has been driven by a combination of mandating digital citizen services through legislation, and encouraging user-driven collaboration.
F2 is an example of a standard platform that has emerged through rapid user adoption across organisations.
Software so good users want to use it
There was no central mandate to use F2, but departmental leaders recognised that F2 provided a more efficient way of supporting core government needs. And because F2 can be configured by business users, it was fast and easy to implement in very different government organisations.
The Ministry of Climate and Energy and the Ministry of Transport jointly received the national digitisation award for their F2 implementations, both for the quality of the implementation and the productivity gains realised.
The Danish State Administration and Digital Divorces
Faced with the need to reduce business costs by 30%, the Danish State Administration chose F2 as the platform to support their ambitious business transformation project.
The State Administration has over 30,000 cases a year, dealing with family law (adoptions, divorces, child custody) and a number of other complex matters. Services such as divorce are chargeable to citizens, so there is a constant pressure to provide value for money.
Implementing an end-to-end digital service for the divorce process enabled the State Administration to reduce internal costs by approximately 50%, which in turn led to the charge for citizens being reduced from 900kr to 420kr.
The State Administration used the F2 checklist paradigm to model their case flows, and were able to consolidate over 300 documented processes to a core of 17 with variants.
This means that complex processes that require administrator involvement could be supported alongside simple processes that can largely be automated - in one instance a process that normally took 5 days just to receive an acknowledgement of request has been shortened to taking only 5 minutes end to end with no back-office intervention.
Denmark #1 in digitization
The Digital Economy and Society Index (DESI) is a composite index that summarises key indicators on Europe’s digital performance. The DESI index tracks the evolution of EU member states in digital competitiveness, and the index is compiled by the EU Commission as part of the Digital for Europe initiative.
The DESI summary states that the leading European countries are not only ahead in the EU, but are world leaders in digital. Denmark is #1 overall in the 2015, 2016, and 2017 index as well as #1 in Integration of Digital Technology.
The DESI summarises that digital developments are uneven across the European Union, Digital Public Services being the dimension where performance is most fragmented with a gap of 0.6 between the worst and best performer.
As the Agency for Digitisation puts it – "The Danes are now digital, because we had to be"