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Digital Communication 2.0Morten Olesen, Nordic Market Director

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Agenda

• Memory Lane

• Lessons learned

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Development and growth

2014 2015 2016

2nd public

tender won

350 M TX

11 M USERS

• Billions saved in administration – public and private sector.

• +5.500 tons of paper saved in 2016.• +11 million Nordic end users today.• +30.000 senders in Nordics.

20132009 2010 2011 2012

1st public

tender won 190 M TX

2,7 M USERS

250 M TX

4,0 M USERS

100 M TX

1,5 M USERS

20082001 2005 2006 2007

e-Boks

established20 M TX

1,0 M USERS

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SUCCESSFUL “DIGITAL COMMUNICATION” IMPLEMENTATION

REQUIRES PUBLIC AND PRIVATE SECTOR LEADERSHIP

A COMMON PUBLIC INFRASTRUCTURE

= EFFICIENT DIGITALADMINISTRATION

LEGISLATORY FRAMEWORK

ABOUT THE USE OF DIGITAL MAIL

= BENEFITS OF SCALE

A COMMON TARGETED

STRATEGY

= SHARED GOALS

A COMMON

COMMUNICATION STRATEGY

= SHARED MESSAGES

DIGITAL

COMMUNI-

CATION

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Value

Complexity

Document

Archive

• 80% savingsrelated to postage and paper

• 50% savingsrelated to handling ofletters

• Improvedcustomerexperience

Communication

• Compliancewith ‘Act onprocessing ofpersonal data’

• Securecommunicationwith yourcustomers

• Documentationof advisoryconversation

Business Process

Signature

• Conducting business securely and efficiently -anytime -anywhere

• Drastically reducing contract turnaround times

• Saving millions on printing, postage and filing costs

Portal

• 100% digitalisationon own page

• Increasedusage of ownself-service solutions

• Same technologyacross all geografies Payment

• Minimize late payments

• Fewer custo-mers goes to debt collection

• Increasedcustomersatisfaction Business

Intelligence

Insight

• Customerinsight

• Improvedcustomercommunication

• «A-B testing»

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Lessons

learned

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Think BIG

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Adapt to increasing

disruption

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Personalize digital

experience

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Create best in class

user experience

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Example: Simple business process

Digital end-to-end process

Significantly reduced time for process handling

Citizen has a copy of all documentation!

Can be shared in other processes for later

Hospital create accident report and

ask citizen for concent to share

Digital Hospital Form

Name: A. BentsenSoc sec #: 160569-22Description: THSYKSDoctor: K. PetersenSerial #: 3865-709Sign sharing concent

A. Bentsen

Citizen has a car accident and is

submitted to hospital

Police Report form

Name: A.BentsenSoc sec #: 160569-22Description: QWERTYCounter part: B. ZoePolice #: 1234-567Sign sharing concent

A. Bentsen

Insurance receive hospital and police

form – release insurance claim

Insurance Claim

Name: A. BentsenSoc sec #: 160569-22Description: KVANTHFInsurance Ass.: F.PopSerial #: 2384-847Sum: SEK 250.000

Physiotherapist treats A.Bentsen

based on info from hospital

Patients journal

Name: A. BentsenSoc sec #: 160569-22Description: DKFLSKFPhysiotherapist: N. PedersenSerial #: 7463-984

Citizen receives everything in their e-

Boks

Police Report form

Name: A.BentsenSoc sec #: 160569-22Description: QWERTYCounter part: B. ZoePolice #: 1234-567Signature for concent

A. Bentsen

Digital Hospital Form

Name: A. BentsenSoc sec #: 160569-22Description: THSYKSDoctor: K. PetersenSerial #: 3865-709Signature for concent

A. Bentsen

Insurance Claim

Name: A. BentsenSoc sec #: 160569-22Description: KVANTHFInsurance Assistent: F. AndersenSerial #: 2384-847Sum: SEK 250.000

Patients journal

Name: A. BentsenSoc sec #: 160569-22Description: DKFLSKFPhysiotherapist: N. PedersenSerial #: 7463-984

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