Entries by Therese Walve

Part 2: Resolve more cases with self service – support strategy and goals as fundamental control instruments

A new service or tool won’t automatically perform miracles if you don’t do anything useful with it. You must decide on a strategy and get people to follow it if you’re to be successful. In this blog, I describe the most important elements of a support strategy for self service and the importance of setting […]

Part 3: Resolve more cases with self-service – Tool for understanding and changing user behavior

How can we get users to look for help in a self-service system rather than in the usual way, by contacting staffed support? When a new way of working with new routines is to be implemented, it means change to the existing situation. People react differently to change. The blog article gives you basic knowledge […]

Part 4 Järfälla Municipality: Measures and plans for solving more cases in Zero Level support

Järfälla Municipality, outside Stockholm, has been using web-based self-service as a support channel for seven years. Last year, they decided to introduce Zero Level support as a stage before first line. Zero Level support is expected to solve 40% of all incoming cases. The challenge is to get users to help themselves via self-service.I have […]

Part 3 Järfälla Municipality – Reasons and expectations for Zero Level support

In the previous two blogs about Järfälla Municipality, outside Stockholm, I have described its IT department’s challenges and how they are currently using web-based self-service in their activities. For this blog, I interviewed IT Manager Hans Berkvall about why they are taking the next step and introducing Zero Level support as a stage before first […]

Part 2 Järfälla Municipality – Web-based self service in the public sector

The municipality of Järfälla in Sweden has opted to introduce Zero Level support for its operations. In my first blog, I explained about the the IT department’s organisation, targets, challenges and support methods. In this blog, I will be looking at how they use web-based self service at present before the introduction of Zero Level […]

Part 1 Järfälla Municipality– A helpful IT department in an operation facing major challenges

The municipality of Järfälla in Sweden has implemented a major internal change of IT. This has resulted in dissatisfaction among users. The IT department at the municipality of Järfälla has chosen to introduce Zero Level support in order to create a happier organisation and a more positive image for the IT department. I will be […]