
Tanum Municipality
Learn how the support team saved time and improved efficiency.

Who is Tanum Municipality?
Tanum Municipality is located in Bohuslän, Västra Götaland, and is renowned for its coastal nature and unique rock carvings, listed as a UNESCO World Heritage Site. The municipality has approximately 13,000 residents and employs over 1,000 people.
The need for an efficient and accessible support solution
Previously, users in Tanum Municipality lacked an easy way to find answers to their questions about new systems independently, leaving them reliant on personal support. When implementing the mapping software MyCarta, used by over 60 employees, there was a risk that the GIS Manager would have to spend a significant amount of time addressing recurring questions and providing individual support. Given that the system was to be rolled out over six months across five municipalities, it was estimated—based on past experiences with similar projects—that the GIS Manager might spend 2–3 days per week handling such tasks.
The municipality recognized the clear need for an accessible solution to reduce the workload and empower users to navigate the system on their own. The solution was found in InfoCaption’s contextual support.
Contextual Support Reduced the Need for Personal Assistance
By introducing contextual support, users could find answers to their specific questions where they were, without waiting for personal assistance. The contextual support integrated help resources provided by the system vendor with the unique needs and questions of Tanum Municipality, consolidating all relevant solutions into one place. This made it faster and easier for users to get the help they needed without searching across multiple sources.
Contextual Support Reduced the Need for Personal Assistance
In the first few weeks following the introduction of contextual support, recurring questions to the GIS Manager decreased significantly. The support system ensured that help was readily available even during holiday periods, preventing potential disruptions.
By weeks three to four, the need for support began to decline slightly, but the initial time savings for the GIS Manager and employees were substantial. The most significant benefit was the municipality’s ability to avoid delays and frustrations, resulting in smoother and more efficient workflows.
Long-Term Benefits
"The contextual support remains a valuable resource, especially for new users who can quickly access tailored help in MyCarta. It has enabled Tanum Municipality to address specific challenges while benefiting from the standard solutions offered by the system vendor. Centralizing support has reduced wasted time and fostered a more efficient way of working in the long run."
- Karin Lundin, Operational Support - Tanum Municipality