Managing workflows is a common experience for many in their daily work, often involving handling tasks internally or externally with customers. In Luleå Municipality, a workflow for e-services has been visualised with structured, instructional steps that make it easy to follow and understand each stage of the process. By clearly indicating who is responsible for each task, when it should be done, and how, the risk of misunderstandings and duplicated work is minimised. A well-structured workflow drives efficiency and brings clarity and order to the work.
The workflow created by Luleå Municipality demonstrates how e-service cases are managed, from the moment a case is submitted through processing by the customer center to referral to specialists when necessary. Each step is precisely laid out, with clear responsibility assigned, encouraging accountability and ensuring that no part of the process is overlooked. This structured process description helps everyone involved understand their roles and what is expected of them.
This workflow has earned InfoCaption's "Guide of the Month" award because it doesn't merely outline what needs to be done; it also shows how and when each task should be carried out in an instructional manner. The visual clarity and the ease with which the workflow can be updated and adapted make it a dynamic tool that can evolve alongside the organisation. Unlike static documents, the workflow is a living resource that can be developed and adjusted over time, making it a sustainable solution for organisations aiming to optimise their work processes.
Victoria Fräki, a public service advisor in Luleå Municipality and the creator of the workflow, explains further: "Initially, the guide was a long block of text where the critical information was hard to pick out. A workflow was a better alternative as it made the guide more accessible and easy for everyone to follow. That was also the feedback I received from colleagues."
One of the most significant advantages of workflows is the ease of creation and adjustment. When processes change or need updating, these modifications can be made smoothly without demanding substantial resources or time. This makes workflows flexible in a work environment where change is frequent. Luleå Municipality has also integrated guides into the workflow, enabling employees to see what needs to be done and access instructions on how to carry out relevant activities. This support can reduce the need for more extensive training and assures everyone involved.
Beyond enhancing daily efficiency, Luleå Municipality's workflow serves as an inspiration for other organisations. The flexibility and simplicity of creating and adapting workflows make it a powerful tool, regardless of the purpose they are used for. Whether it involves managing customer cases, internal processes, or something entirely different, workflows can be quickly built and tailored to meet organisational needs. This dynamic approach optimises existing processes and opens up opportunities for innovation and improvement within the organisation. Well done, Luleå!
Luleå municipality receives the Guide of the Month award.
Every month we at InfoCaption appoint the Guide of the Month - a guide that we want to highlight a little extra because of the value it creates in the organisation. As a thank you to the person(s) who created the Guide of the Month, we donate SEK 1,000 to the organisation Hand in Hand Sweden, which fights poverty by creating more jobs in vulnerable countries. Hand in Hand works with the "help to self-help" model, which aligns with InfoCaption's mission "to make it easier for employees to help each other".
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