When fault reporting meets communication – partnership between Sweco AMT and Innocode
How can municipalities both save resources and at the same time strengthen their service towards citizens? One important answer is to connect internal tools like fault reporting with outward communication and contact centre functions.
At Innocode, we have an established collaboration with Sweco Denmark and their system Driftweb. Driftweb manages fault reports and operational information in a structured way – when combined with our solutions for citizen dialogue and communication channels, the value becomes much greater.
Strategic value of integrated solutions
When a fault reporting system is not only used internally, but also linked to the municipality’s external channels and service centre, several things happen:
- Citizens receive fast and clear information via app, web, push notifications – not only by reporting issues themselves, but also through channels fully controlled by the municipality.
- Communication teams and contact centres can work more proactively, reducing repeated questions about matters already communicated.
- Municipal resources are freed up: less administration, fewer phone calls and emails on the same type of cases.
References and learnings
- Farsund, Norway is a clear example of how a municipality introducing a citizen app and targeted information campaigns can reduce phone calls, cut down on physical visits and increase the use of digital channels. Farsund shows how citizens actively use the app and push notifications, leading to reduced pressure on the service centre.
- Huddinge Municipality in Sweden has a well-developed fault reporting function through both app and web. Citizens can report issues with map location, images and descriptions. Huddinge is now in the process of developing this further – integrating Sweco’s Driftweb with Innocode’s Citizen App – into a full-scale communication platform.
How Sweco Denmark + Innocode can contribute
By combining Driftweb with Innocode’s solutions for:
- Citizen app / digital citizen platform
- Communication through push notifications, web, social media
- Contact centre and communication department
… municipalities can achieve:
- Better coordination of case handling and communication.
- Reduced workload on service centres/phones.
- Faster feedback to citizens and higher transparency.
- Increased citizen satisfaction and stronger sense of involvement.
