F2 CASE  |  METROPOLITAN UNIVERSITY COLLEGE

Metropolitan University College used cBrain’s case management system to get in control of their HR processes.


THE CHALLENGE

Metropolitan University College (MUC) needed a case management system to handle their HR-processes. The HR team of 20 were used to using shared drives to manage information. But they were finding it hard to find and share the latest information. And it was difficult to know which cases were up to date, and whether the right people had access to the right information. 

The processes themselves were very paper based – all documents were printed and shared between employees. This meant that processes themselves could be very slow. If you wanted to recruit someone you had to fill out a paper form. The form would go to another department by hand and sometimes the forms would get lost or misplaced. It was hard to keep track of the documents, and hard to get an overview of work in progress. There was a lot of communication overhead to track down where documents were and what the status was, resulting in a lot of employee frustration.

The solution

International House wanted a ‘completely new digital approach’. They selected cBrain’s F2 platform to provide an end to end process. With F2 international citizens can now send in a digital application form and copies of documentation before they arrive in Denmark. If the application isn’t complete first time, citizens get a digital response explaining what is missing and asking them to supply the missing documentation. Afterwards they are invited to book a time with the case handler before coming to the meeting.

The International House uses F2 self-service forms and case checklists to define the process steps and tasks needed. The checklist allows for variations, for example different processes for EU citizens and non-EU citizens. International House used lean principles in defining the checklists, removing tasks and steps that did not add value. 

The self-service forms are created dynamically, asking for the right information depending on answers to previous questions (ie if the applicant is married or has children, then additional data needs to be captured). The forms work on the ‘need to know’ principle, with a focus only on capturing information that is directly needed for processing the case. User testing was done with relocation agencies who often submit applications on behalf of incomers. In these cases communication goes through the agency rather than directly with the citizen.

In the first week of live operations International House received more than 250 applications on-line. So far, the first phase of the project has focused on the citizen experience, to make it easier for migrants. The next phase will focus on making things easier for internal users. It will offer integrations to existing data registers as well as integrating work with Universities for student applications. The final phase will be to automate and join up data processing with state agencies such as the State Administration, the Tax Authority etc.

The Benefits

Users of the HR service get a better and more consistent service from the HR team – and new starters are able to be operational from day 1. The HR team now have a clear overview of their case workload, and the status of individual cases. And they have the right governance in place now to ensure that they are in control of personal data and know who has access to it.