Försäkringskassan experienced decreasing numbers in surveys on customer satisfaction and trust. We helped in a process of transformation of their organisation at all levels, from a case-oriented and strongly standardised operating model and business culture to a customer- and process-oriented production system in which the customers define the success factors.
A decision was made on a strategic roadmap in workshops with executive management. Here, Valcon helped define the necessary steps and their prioritisation in order to achieve the long-term ambition. Everyone participated in the process of ensuring alignment throughout the organisation. This was achieved with a comprehensive as-is analysis and training in lean methods.
The new strategy resulted in an entirely new organisation of executive management based on new processes and situations in the lives of the customers. This new organisational structure ensures that Försäkringskassan in the future will be aligned to the unique conditions, strengths and needs of the customers.
I have only praise for Valcon’s way of working with change management in our project. The solutions became our own, not a consulting product. We have even been able to take over responsibility for our strategic roadmap, with respect to both its implementation, handling and continuous development.Stefan Blom Head of Lean Development, Försäkringskassan
From 2012-2013, FK was the number three organisation in Sweden in terms of improved result in the customer satisfaction index (NKI)
NKI (customer satisfaction index)increased from 53 NKI to 63 NKI