With 150 of LGDK’s (Local Government Denmark) standard forms and 26 specially developed forms the City of Copenhagen is well underway with their streamlining initiative.
The City of Copenhagen formulates the objective of the new form system in the following way:
The purpose of introducing digital forms is to divert citizens and businesses to a digital service. In addition to providing the basis for a smarter and more efficient processing of forms filed by individuals and businesses, thus generating a cost saving.
For the City of Copenhagen only half of the forms filed with the municipality are downloaded and completed on the Internet. The municipality therefore receives over half a million paper forms a year, which poses a problem on two fronts:
For citizens and businesses paper forms means more cumbersome and longer processing time. Paper forms do not live up to user expectations of being able to serve themselves online when convenient.
For the municipality paper forms causes a series of routine processes surrounding the control and input of information being slow and costly.
Guided and validated form filling
The City of Copenhagen’s new form system is based on Resultmaker’s concept - Digital CitizenService.
The new forms will guide users through filling them in and also validate the entered information, so possibility of errors is reduced significantly. Logic has been built into the forms based on data entered so the user is only presented with relevant fields.
Multi-Party Signing
Some of the specially developed forms are designed with multi-party signing, which allows more parties to complete and sign their section of the form online.
Automatic distribution of forms to caseworkers
The City of Copenhagen has like the City of Aalborg had a service implemented which automatically distributes incoming forms to the relevant group of caseworkers.
Platform with form and process designer
The platform contains both a form and process designer, which allows the municipality itself to develop new forms and link them into coherent processes spanning from citizen form filling procedures to full case handling procedures involving several parties and reply to the citizen.
"Updating citizen on case progress”, “automatic case handling” and “immediate automatic decisions” are some features available in Resultmaker Process Platform, which can be used in future developments.
Facts
- The solution contains the subscription of 150 standard forms
- 26 Special forms - including 7 with multi-party signing
- Based on Resultmaker Process Platform ver 5.1
- Using Digital Signature and NemLogin (Common Danish single sign on service)
Timeline
October 2009: Contract
December 2009: Launch of 110 standard forms
December 2009 - April 2010: Ongoing development and launch of 26 special forms
April 2010: Launch of 39 new standard forms
Contact
Key Account Manager Ulla Østerbæk, ull@ resultmaker.com, +45 51 40 84 16
Read this article in Danish