While municipalities’ websites are often simply channels for providing information, Nacka Municipality took the opposite approach, which is to say that its new website is an interactive channel that residents can use in order to interact directly with the municipality’s services. The entire portal was built around the individual resident’s journey through the municipality’s services.
Nacka Municipality expects significant growth in its population in the coming years. Its ambition is for more digitalisation to help it to maintain and strengthen its service offering without it having to increase employee numbers.
- 99,000 residents
- One of the fastest growing municipalities in Sweden
- Population expected to exceed 113,000 in 2020
- 15–20 minutes from central Stockholm
An open digital presence
Nacka Municipality wanted to create an innovative digital experience for its own employees as well as the municipality’s service users. It sought to engage in a process of continuous dialogue with both internal and external stakeholders to ensure the service was developed collaboratively. Its goal was to use modern service design in order to transition from operating a cumbersome patchwork of technologies to having an open digital presence. It was also important for Nacka Municipality to create a personalised and task-focused digital workplace, both to increase collaboration between its own employees and to ensure openness with the population.
The entirety of the solution is flexible and secure, and it means that Nacka Municipality is able to adopt new technology in order to create innovative solutions for interfacing with its residents, employees, and business and industry. What is at stake is the creation of one Nacka where residents, the municipality itself and other stakeholders can collaborate in order to create a successful municipality.
The digital workplace facilitates the work of the municipality’s employees and reflects their actual physical workplace. Employees are able to use the solution for everything they would otherwise do physically in terms of sharing knowledge with colleagues, accessing the tools they need and viewing up-to-date information. The more internal parts of nacka.se have replaced the municipality’s old intranet and are built around the tasks that the municipality’s employees have to carry out. Taking employees’ needs and work situations as the starting point ensured that they would be able to complete their tasks as efficiently and effectively as possible, even when working away from the office using a mobile device.
A set of principles was drawn up for the work on Nacka Municipality’s digital presence, which was carried out by EVRY’s subsidiary NetRelations. These were that the solution would:
- Have a common portal regardless of the type of user (resident, employee etc.)
- Create the conditions for everyone to make their own choices
- Signal openness, trust and long-term commitment to improvement
- Promote collaboration, knowledge sharing and dialogue
- Be the obvious access point for services and self-service
“Building solutions of this type is not a question of being daring, but rather of fulfilling our vision of being open and diverse. This vision is even more important in today’s network-based society in which fulfilling requirements and expectations regarding the openness and accessibility of businesses and organisations is crucial for credibility. As a municipality, our success depends on our residents trusting us.”