Erhvervsstyrelsen
How the Danish Business Authority moved knowledge from Copenhagen to Nykøbing Falster without losing quality
In 2016, the Danish Business Authority faced the challenge of moving jobs from Copenhagen to Nykøbing Falster. The government had decided that the customer center should be the one to relocate. One consequence of this decision was, of course, a massive turnover of employees.
The Danish Business Authority decided that a Responza Knowledge solution should support the hiring of many new employees without any loss of service level in quality, consistency, or employee satisfaction.
Result
“With Responza Knowledge, we could transfer the high level of knowledge from Copenhagen to Nykøbing Falster.”
With a knowledge base that involved all the highest-quality knowledge sources in the authority, the Danish Business Authority could transfer the fundamentally high level of knowledge that existed in Copenhagen to Nykøbing Falster. Turnover did less damage, while new hires could more easily get an overview of what they needed to know in order to help Danish businesses. Due to the Danish Business Authority's professional handling of both the establishment of a contact center and the relocation of government jobs, they won the task of the joint public contact center and therefore had to take on many new tasks and new employees. The prerequisites for success in this process were again significantly optimized with Responza Knowledge.
Knowledge was tied to experienced employees in Copenhagen
One shared knowledge foundation available in Nykøbing Falster
Case management and advisory: What are the requirements?
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