Customer Experiences

Case municipality: Collecting necessary information with safe and easy to use forms

In one municipality, a variety of information was received in connection with e-services. These included registrations, appointments, initiating a matter and giving feedback.

Processing data had become a problem

In is very common that cities and municipalities have different printable forms in PDF, Word and Excel formats for online services. In reality, this so-called electronic service does not allow even a simple submission of application online, but in practice the forms can only be printed out from the website, and then they must be filled out and submitted traditionally as a hard copy.

Processing data, collected with the above-mentioned forms, had formed a problem in the municipality, as it requires a lot of manual work. For persons interacting with the municipality it took time to fill out the form, print it and then send it. For the municipality time and resources were spent in scanning and manually inputting data to systems etc. If e-forms functioned as they should, the municipality could relocate human resources to more important tasks, such as specialist tasks and development tasks instead of handling forms.

The municipality wanted one straightforward way to gather the necessary information electronically. In the municipal sector the person in question must be identified, and therefore its e-services must also include identifying the customer online. The municipality wanted to abandon the printable electronic forms and start using truly electronic services so that information can be delivered online directly and securely to the municipality’s system.

Easy e-services with electronic forms

The solution was found in an easy to use form for e-services. Now the residents of the municipality can use services electronically, at a convenient time for them and with no postage or printing costs or related inconvenience. The electronic form was dynamic in the sense that, depending on the answers, only the relevant questions could be seen.

The identity of the person filling out the form was confirmed by that person using their bank authentication credentials prior to sending the form. Thus, the municipality received all needed information conveniently through a single channel and the residents can now easily use e-services anytime, anywhere. Electronic forms automate the processes that previously took several steps and the municipality can focus their resources better.

Information is sent securely

As various electronic forms are filled with confidential information, such as social security numbers, information on health, information subject to NDA’s (Non Disclosure Agreement) or other sensitive data, they must be protected in an appropriate manner. Deltagon’s secure electronic forms keep the information protected.

Other cases in which the product can be utilized

There are also many other cases where our clients have taken advantage of the electronic form solution. Confidential information gathered from customers, partners and personnel may include:

  • Tenders and orders for sales
  • Contacts, feedback and complaints for customer service
  • Service requests for technical support
  • Appointments and filling in preliminary data
  • Registrations for events, courses, day care center/school
  • Damage and permit applications
  • Job applications for HR

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