Customer service went up, and response time went down

CHALLENGE

At The Danish Tax Agency, the challenge was to convert the new customer service strategy, while also making profound and fast changes to the culture directly affecting customer experience. It was crucially important to quickly increase the understanding, acceptance and ownership among all managers and employees.

SOLUTION

Over the course of 100 days, 110 staff managers and functional managers got involved in the process of realizing strategic initiatives in collaboration with their respective deputy chief executives. In this process, they focused on accelerating action, innovation, and results as well as strengthening management in practice. 2200 employees got involved in the process of transforming the ambitions of the 100 days into practice. The desire was to change the culture such that the focus shifted from being directed towards flaws and shortcomings to being directed towards a continuous cycle of improvements and optimizations.

RESULT

Among other things, a significant reduction of the average response time for citizens’ enquiries was achieved as well as a new procedure for the mass sending of letters to citizens, which resulted in a significant reduction of the number of complaints. Better coordination and cooperation between the 8 units focusing on the customer perspective was set up.