(photo: Lidingö Stad)
When the Swedish Association of Local Authorities and Regions (SALAR) presented the results of this year's service survey, Lidingö City came out on top. This is proof of something that residents, employees and management have already noticed for a long time: there is a service culture here that is based on structure, cooperation and a strong desire to solve problems.
One of the reasons for this success is the city's customer service center, which has been the hub of contact between residents and the municipality for several years.
A platform that created common ground
The City of Lidingö has been using Easit GO since 2013. From the very beginning, the ambition was to build a broad and common platform that could bring together many different activities and administrations.
A generic basic process was established early on and has since been a fundamental part of how the city has developed its working methods.
When the customer centre was centralized and connected to GO around 2017/18, it was able to quickly adopt the same structure and build on it with its own flows.
- It has been a great strength that we had a generic basic process from the beginning. It provides a common base, but we can build on it and adapt to our needs. This means that we do not get stuck in the system, but that we can constantly develop our work," says Birgitta Berglund, head of the customer center since 2020.
(photo: Lidingö Stad)
Birgitta's journey - from IT to customer center
Birgitta Berglund was IT manager when GO was introduced at Lidingö. She was involved in the decision to create a common platform for the entire city. When she took over responsibility for the customer center a few years later, it was natural to continue developing the business based on the same basic idea.
Since 2020, she has headed the Customer Center, which is now part of the City Management Office. She describes the task as both broad and complex - but also incredibly meaningful.
- We want people to always feel that it is easy and safe to contact us. That they get help, are treated with respect and find a way forward. That is our real success.
Solution-oriented call management
One method that has become central to the customer center is solution-oriented call management. Instead of getting bogged down in obstacles or regulations, calls are always steered towards what can actually be done.
- We can't always say yes, but we can always point the way forward. This makes residents feel that they are treated with respect, even if they don't get exactly the answer they were hoping for.
A partnership that bears fruit
The work of the Customer Center is based on close cooperation with the city's administrations. Information needs to be accurate and up-to-date at all times, which is why the dialog is frequent. In the same way, the customer center can feed back residents' questions to the administrations, so that the municipality can constantly improve.
- We become the link between the citizen and the administrations. We collect signals about what is unclear or where information is lacking, and this allows the municipality to develop continuously.
(photo: Lidingö Stad)
Longevity, learning and perseverance - the key to success
For Birgitta and her team, success is also about how they work internally. There is a clear philosophy here, to constantly keep up to date, but never for the sake of change. The customer center invests in ongoing skills development so that employees are confident in their roles and can handle new issues. It works closely with departments to anticipate changes, but also to ensure that procedures and processes remain sustainable over time.
It is also important to work in teams so as not to become dependent on individuals and with an overlap of skills between teams in order to always be able to maintain a high level of service, even if someone is currently missing.
- We have an overall strategy that is about being sustainable. We don't change processes or jump on technology just because it's new. Everything we do should bring real value to the citizen and make our work easier and clearer," says Birgitta.
This approach creates stability for both staff and residents. It allows the customer center to continue to build trust - and develop its service in a way that is sustainable.
The result - top in SKR's service measurement
When SKR's service measurement 2025 was summarized, it was clear that Lidingö city ranks highest in the country when it comes to service and treatment. For Birgitta and her team, this is proof that their long-term and persistent work is paying off.
- We are very proud of the result. But for us, it's not just about numbers - it's about trust. That our citizens actually feel that they get help and support when they contact us.
More information on the service measurement can be found here: Results of the 2025 service survey
City of Lidingö
The town of Lidingö, with its approximately 48,000 inhabitants, is located just a few minutes from Stockholm city and offers both an archipelago feel and greenery around the corner. Here you will be greeted by scenic hiking trails, swimming areas and cultural-historical environments, combined with a vibrant association life and strong sports traditions such as the Lidingöloppet. Lidingö offers both the proximity of the big city and the tranquillity of the archipelago.
Henrik Resare
Commercial Product Manager
henrik.resare@easit.com
070-249 36 06