our digital journey

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OUR DIGITAL JOURNEY: HOW WE DIGITIZED AND CHANGED OUR AGENCY

WITH BETINA HAGERUP (CEO)

Erhvervsstyrelsen 2016. Please do not distribute without prior consent from Erhvervsstyrelsen.

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Betina0

Introduction to ErhvervsstyrelsenStarting point of our digital journeyThe transformation of our organization

Content

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We govern the framework conditions for Danish businesses.Responsibilities:

REGISTRATION OF COMPANIESBUSINESS REGULATION AND SUPERVISIONBUSINESS DEVELOPMENTINTERNATIONAL RELATIONSDanish Business Authority employs 650 people and is organized as an agency under the Ministry of Business and Growth.

Erhvervsstyrelsen 2016. Please do not distribute without prior consent from Erhvervsstyrelsen.

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WHAT WE DO: MAKING IT EASIER TODO BUSINESS IN DENMARKWORLD BANK: EASE OF DOING BUSINESS 2015TOP 10 COUNTRIES125678910

Hong Kong34

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IT IS ESSENTIAL TO OUR WORK SIMILAR TO THE REST OF DANISH PUBLIC SECTORSource: Gartner (Global IT spending by vertical, Q1 2015)

IrelandAustriaSpainItalyFranceSwedenBelgiumGermanyPolandGreeceHungaryPortugalCzech RepublicNorwayFinlandSwitzerlandNetherlandsGreat BritainDenmarkPublic sectors IT expenditure1 per capita, EUR in 20141 IT expenditure includes internal services, software, external IT services, and data centers. Expenditures related to telecommunication and devices are not included.

Erhvervsstyrelsen 2016. Please do not distribute without prior consent from Erhvervsstyrelsen.

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HARD-WIRED AND INFLEXIBLE LEGACY IT

PAPER-BASED

INTROVERT

OUR STARTING POINT

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MODERNIZATION PROGRAMFrom 14 to 1 registration systemsDigitizing our customer serviceChanging the agency WHY WE NEEDED TO DIGITIZE

SITUATION 2009NEED TO MODERNIZE ITDifficult to meet new digital customer demandsDifficult to implement changes to comply with law changes Inefficient operations

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TODAY WE ARE A VERY DIFFERENT ORGANIZATIONOrganization focused on cases and inwards

Limited ability to change

LEGACY IT and traditional IT development organization2009CUSTOMER-CENTRIC AND MODERN SERVICE ORGANIZATION focused on educated case handling

Created a DIGITAL BUSINESS DEVELOPMENT model

MODERN IT PLATFORM and agile development organization2015CUSTOMER CENTRIC & DIGITAL SOLUTIONS based on a stable and constantly evolving platform

AGILE CULTURE with a focus on CONTINUOUS IMPROVEMENTS

DATADRIVEN insights and DIGITAL LAWS, REGULATION AND PROCESS

2017

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MORE CUSTOMER-FOCUSED BY IT AND BUSINESS WORKING TOGETHER

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OUR NORTH STARA CUSTOMER CENTRIC VISIONVISION FOR THE PROGRAMWe are an EFFECTIVE AND FLEXIBLE SERVICE-ORIENTED authority that creates simplicity and added value for customers and society

SIMPLICITY (in solutions) RELEVANCE (for the clients)CONSISTENCY(in data and process)

IN EVERYTHING WE DO THE EXTRA MILE FOR THE CLIENT.TRUST(all the way through the journey)

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WE HAVE CREATED A DIGITAL BUSINESS DEVELOPMENT MODELA STRONG FOUNDATIONAN EFFECTIVE PROJECT & COOPERATION MODELCustomer-centric vision aligning business & ITArchitecture supporting gradual changeStrong governance & swift decision-makingRoadmap of manageable projectsA culture of trustMulti-vendor set-up & outsourcingAgile organization & processes2341

765

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OUR NEW SOLUTION IS CUSTOMER-CENTRIC, DIGITAL AND SIMPLEONE SOLUTION USED BY CUSTOMERS & ERSTENABLING:Handling ~ 440.000 registrationsand 3,9 million filings annually and ~14.000 service calls monthly

COMPANY REGISTRATIONCOMPANY DATA MAINTENANCECONTROL & SUPERVISIONCOMPANY DATA ANALYSIS COMPANY DATA DISTRIBUTION

Erhvervsstyrelsen 2016. Please do not distribute without prior consent from Erhvervsstyrelsen.

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More numbers:20 million visit on Virk.dk.10 million visit on Virk data, among others CVR.900.000 downloads of annual accounts from CVR on Virk.87 mio. page referels.

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THROUGH DIGITAL WE HAVE IMPROVED CUSTOMER SERVICE AND IMPROVED OUR INTERNAL EFFICIENCY2011-90%2015

2015-69%2009...significant streamlining of the average processing timeuser friendly solutions have reduced the internal training time and increased employee flexibilityNUMBER OF MINUTES PER REGISTRATIONTRAINING TIME IN MONTHS

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WE HAVE IMPROVED OUR ABILITY TO DO IT PROJECTS

BeforeTodayIT PRODUCTIVITY1 1 Average of productivity increase across several measures, e.g. cost per user case, hours per user case, function points per man month and lines of code per user story2 ERST is in terms of function points per man month above the public sector benchmarkMODERN IT PLATFORMCompared to the rest of the public sector, we are doing fairly well260%

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KEY SUCCESS INGREDIENTSCREATE A TRUST-BASED RELATIONSHIP WITH PARTNERSEMPOWER EMPLOYEES TO MAKE DECISIONSEXPERIMENT AND ACCEPT THAT YOU WILL OFTEN FAIL (THE FIRST TIME)

TRUST AND LEARNING

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GETTING HERE HAS BEEN A JOURNEY NOT A STRAIGHT LINE

WHEN WE STARTED THE PROGRAM, WE DIDNT KNOW HOW TO DO IT WE LEARNED THIS ALONG THE WAY, E.G. BY INTRODUCING AGILE

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