F2 CASE | MINISTRY OF TRANSPORT
cBrain worked with the Ministry of Transport to provide an award-winning digital public administration platform
The Permanent Secretary at the Danish Transport Ministry wanted to modernise ways of working within the department to make it part of the digital age.
The aim was to reduce the amount of email and paper involved in departmental workflows, so that employees could collaborate efficiently to support the policy aims of the department.
The Permanent Secretary, Jacob Heinsen, also felt that there were too many information silos and not enough transparency about the workings of the department.
“In the past, once employees had finished their work on a document, perhaps to provide an answer to a parliamentary question, they would give it to their boss. But they did not know the status and location of that document in the overall process,” he says.
The Ministry of Transport, along with the Ministry of Climate and Energy decided
to use the F2 digital public administration platform to transform their workflow, reduce IT costs, and improve the job satisfaction of civil servants.
The platform has improved the productivity of Denmark’s ministries through an integrated workflow that supports case-processing, collaboration, knowledge-sharing, document management, archiving and records management. Specific workflows are in place to handle ministerial correspondence, showing what tasks have been allocated to the different units. An approval workflow shows submissions that are on their way for approval for the Permanent Secretary or Minister. Staff can follow tasks online instead of tracking with spreadsheets or emails.
“With F2, we have increased our transparency. Civil servants can follow the document’s progress in real-time, right up to the permanent secretary and minister, and back. For the employee, that means they can also track the productivity of their boss.”
F2 was also used to introduce mobile working. The Permanent Secretary and Ministers can review and approve submissions from their iPads using a secure app. “Now,
I can turn my waiting time or transport time into productive time,” says Mr Heinsen. “I can pull out my iPad and it will have been automatically updated. I can read a document, decide what to do with it and send it back. And I can do it in my car, while my wife is driving, on the train or in the airport.”
The transparency has helped improve user satisfaction. It is unusual for employees to admit they are happier two months after the introduction of a new case management system.
But 96% percent said they thought transparency had improved with the new system.
62% said they were satisfied with the ability to find documents and files (up from 12 per cent). 81% were satisfied with the knowledge-sharing (7 per cent previously).
And 37% said the new system had increased their overall job satisfaction – a rare thing for a new IT system.
Average case processing time was reduced by a third, along with savings in printer and photocopier usage. The Ministry of Transport won the national Digitisation Award for their implementation of F2.