KMD wishes to revolutionise government case work
With a new, ground-breaking technology, KMD WorkZone, which today is used in the majority of the governments administration, seeks to replace the previous workflows which are both inflexible and rigid. On paper, former workflows seem to be a sensible solution, though in reality, they function rather poorly. KMD has incorporated DCR- technology (Dynamic Condition Response) into its ESDH-solution. By using this technology, KMD is capable of offering 60.000 public knowledge workers a revolutionary workflow-support, which until now hasn’t existed, and will optimize knowledge work considerably.
KMD provides consultation, development, operates and maintains software, systems and infrastructure to local authorities, the state and to private companies. Today KMD’s own solution, KMD WorkZone, has 60.000 users divided into 55 public organizations, where they support 70 percent of the governments central administration, including the military, the tax authority, the police and several ministries and agencies.
The challenge
Whilst both private companies and public organizations attempt to digitalize their business’ and automate as many work-flows as possible, it is still possible to reap very large rewards from further efficiency improvement in relation to knowledge work, for instance in relation to case handling. The greater part of knowledge work, which takes place in the public sector, is rendered more efficient through several different ESDH-systems. Unfortunately, most of these systems were built to support a series of predefined work-flows that only support a single method of reaching the goal achievement.
Jacob Brix, Head of Product Management and Develop-ment, KMD WorkZone, says "The challenge with most ECM and ESDH solutions today is that typical knowledge processing can be carried out by using countless different methods, though they’re simply not supported by the IT-system itself. This is a major pro-blem, specifically for knowledge workers, who constantly rely on their professional capabilities in regards to problem-solv-ing. In other words, it’s very unusual to have one, and only one way of solving a task. Nonetheless, this is how todays workflow-solutions are designed and this is far too restrictive. The systems are outdated and are rarely helpful, quite the opposite in fact"
A unique processing tool that can adapt to an ever/changing world
Dynamic Condition Response (DCR) is a method and a digital BPM tool, which enables a continuous alteration of the description and simulation of workflows and business processes. With DCR you can, by using rules, describe certain objectives, rules and guidelines for processes – without being forced to follow the route from A to B in a specific manner. It’s simple and easy to add new tasks or rules, without having to start over and design a completely new flow. Therefore, DCR is a superior technology to today’s IT-systems, which are both inflexible and inconvenient.
Jacob Brix also claims that "Changeability is of significant importance in the public sector. When the world is constantly changing, so should our case handling systems. The public authorities are in need of systems which are easy to adjust every time new rules and laws are implemented, particularly when they have an impact on our processes. Otherwise the systems can quickly become an impediment, rather than a help"
"With DCR-technology we can easily accommodate the needs of knowledge workers in regards to flexibility, and help them with the constantly changing legislation and compliance requirements, which the public authorities demand. The flexibility of this technology in particular was probably the most influencing factor, which ultimately led us to choosing the DCR solution"
Head of Product Management and Develop-ment, KMD WorkZone
Jacob Brix
Extremely easy to use
To sum up, by using the DCR-technology you’ll be able to avoid rigid, predefined workflows, which is typically the case whilst using today’s standard-designed IT-systems, which support workflows and business processes. Instead, the DCR-technology provides dynamic workflows in configurable ESDH-systems, and thereby supports the many different methods of solving tasks or handling cases.
Large expectations to the DCR technology
Today, KMD WorkZone has 60.000 users which is the equivalent to 70 percent of the governments central-ad-ministration, including the military, the tax authority, the po-lice and a number of ministries and agencies. By using the DCR-technology, KMD can easily create new rule-based processes and workflows which supports the employee throughout the entire management of a complex case.
The rules are defined within the DCR-portal, and once the dynamic workflows are in place, a single integration can transfer the workflow to the customers KMD WorkZone solution. By doing so, the ESDH-system is transformed into a dynamic workflow-system which provides an unprecedented overview and an entirely unique workflow-support
"With the DCR-technology we’ll also be able to use the general ESDH-systems for specific tasks, and thereby completely avoid having to develop new IT-systems. I expect we’ll be able to do this at a tenth of today’s prices. A further advantage is that the employees will continue to work in systems that they’re already familiar with. By doing so, you’ll avoid having to invest time in familiarizing yourself with a new system, and prevent many unavoidable frustrations which would otherwise follow"
Head of Product Management and Develop-ment, KMD WorkZone
Jacob Brix
"The employee can carry out tasks of own choice, and once they’ve clicked on “finished”, the DCR-technology alters the process within the ESDH system automatically, which shows, which tasks are now ready to be solved. This provides a useful overview and leads to productive knowledge workers"
Head of Product Management and Develop-ment, KMD WorkZone
Jacob Brix
FLEXIBILITY AND MASSIVE COST SAVINGS INSIGHT
In addition, because the system is smartly designed and flexible, it’s easy to make changes in existing flows which have already been incorporated into the case handling solution. Consequently, for example, it’s possible to add extra tasks or rules without having to redesign a completely new flow or otherwise modify the IT-system, which is often complicated and expensive in downtime. As a result, your constantly made sure of having a frequently updated IT-system, which supports the employee through every step of the workflow and case procedure
Moreover, Jacob Brix believes that it’s possible to save large amounts of money in the future. Until now, many public organizations have both had general ESDH-systems to support their many different tasks, but also special systems developed to handle specific tasks.
KMD will offer the solution to their customers and the expectation is that the majority of them will be using the DCR-technology