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Implementation of digital case management in public entities

Managing the changes activities when digitalising case management (case handling) in decentral entities in a public board.

Organisational Change Management – Manage the change



Norway, Sweden, Denmark and Finland

Transformation after acquisition of competitor

The public board had numerous autonomous and decentralised entities with different paper based case management workflows and systems. Going forward all paper based case management would be digitalised and the same system and processes rolled out to all entities.

The key challenge was the large and diverse stakeholder group – both internally in the decentralised entities and externally with different cooperating parties. Furthermore, the organisation suffered from bad experience with earlier unsuccessful IT projects resulting in a high tension in the environment in the project team.

proacteur developed a change management plan to support:

  • Active involvement of all stakeholder groups from early stages of project and with regular meeting with all stakeholder groups
  • Massive communication with focus on openness and honesty to ensure transparency. The project was able to contain negative reactions when adverse events and delays occurred.
  • Extensive support for central and decentral management by ensuring relevant knowledge and competencies to ensure active ownership from analysis to benefit realisation

Despite challenges with the technical implementation, the case management was successfully digitalised because of the high level of involvement and communication.

  • “Very good! Fun! Interactive and challenging”

    Anna-Karin Ahlflood, Ericsson

  • “Excellent! I have learned so much”

    Elin Dahlkvist – Systembolaget

  • “Exceptional”

    Johan Ölën – Volvo Group

  • “Very good – Everything was there!”

    Pierre Lavorini – Volvo Group

  • “The best course I have attended to!”

    Lars Herbe – Kvadrat

  • “Very inspiring and informative”

    Margit Weygaard-Hansen – Aller Media A/S

  • “Plug & Play”

    Gitte Nørgaard – Københavns Lufthavne A/S

  • “Combining learning, food and service at very high level. Best course ever!”

    Danni Rahbek – Bestseller A/S

  • “Extremely professional carried out”

    Anitha Rutström Sparrman – Ericsson

  • “Intense and very rewarding”

    Per Larsson – EON

  • “Very good course! I want to take it again”

    Marianne Steen – Enatus Consulting AB

  • “It was an excellent, excellent course!!”

    Jakob Larsen – Novo Nordisk A/S


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Lottenborgvej 24B,
2800 Kgs. Lyngby

+45 7023 2240

CVR/VAT: DK29198012

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