Several years have passed since Region Uppsala chose to gather its case management in a common platform. What began as a collection of fragmented working methods has grown into a comprehensive solution for IT, public transport, finance, purchasing, legal, HR and several other support functions.
Cecilia Cronhäll, system administrator for Easit GO in Region Uppsala, is behind the development. In close collaboration with the organization, she has managed and further developed the solution - with a clear goal: to create structure, collaboration and sustainability without being dependent on external resources.
This case study is based on a conversation with Cecilia Cronhäll, who, with extensive experience of the platform, has good insight into both its use and impact in a complex regional organization.
From fragmented solutions to a common structure
The background to the introduction of Easit GO was that different departments were using different systems, many of them not built for case management. There was a lack of overview and opportunities for collaboration. The decision to gather as much as possible in one platform was taken in 2016, and already in 2017, the first activities went live in Easit GO.
Since then, its use has broadened considerably. Today the platform is used for:
- IT support, systems management and inventory management
- Patient administration and healthcare travel support
- Public transport issues related to stops and accessibility
- Procurement, legal and HR
- Financial processes and organizational support
- Integrations with e.g. server platforms and CMDB structure
A solution that has grown with the business
One example of how the platform has been adapted is how it has replaced external tools such as Planner for IT technicians working in the field. By building planning support, map functions and calendar view directly into Easit GO, staff can now easily see what tasks are ahead of them - and follow up on cars, trips and work distribution.
"It's actually better than what we had before - and it gives us an overview of the resources that we didn't have before".
Another example is the healthcare travel solution, where an approval flow is linked to self-service, ensuring that sensitive information never leaves the platform. Everything is kept within GO, increasing security for both users and patients.
(photo: Region Uppsala)
Clear benefits - both functional and organizational
The introduction of Easit GO has led to a reduced need for system switching, fewer integrations and better information security. A person working on multiple processes in different businesses no longer needs to log into several different systems - one is enough.
"We have a good authorization structure in how different types of information are handled, which makes it easier to protect valuable data without creating unnecessary complexity".
Another benefit is the ability to work in a process-oriented way. By allowing cases to be easily moved between different flows and managers, businesses can collaborate in a way that was not possible before - especially important in larger organizations with many cross-functional flows.
Building and managing - on your own terms
Region Uppsala has deliberately chosen to build a lot itself. By having the knowledge internally and working closely with the operations, new flows can be set up quickly - without long lead times or external control.
"The fact that we can set up a new workflow ourselves is very much worth it. Otherwise, we would never have been able to grow like this or expand the system to so many parts of the organization."
For major changes or more complex developments, external help is sometimes used - but always on the business' terms. The basic idea has always been to be in control, to be able to understand your own solution and manage it in the long term.
Next steps: self-service, integrations and screening
Future development areas include links to Teams to create approval flows directly in the dialog, improved self-service forms with support for HTML and information, and simplified deletion of cases and contacts. All with the aim of strengthening the user experience and ensuring a sustainable system over time.
"We build for the future - not just because it's possible, but because it actually makes our lives easier."
A long-term partnership
The collaboration between Easit and Region Uppsala has been based on shared learning and close dialog from the start. Our long-term implementation project created a solid foundation - and today the collaboration continues through designer days, user conferences and close contact when needs arise.
"It's incredibly valuable to talk to other people working in GO, listen to new solutions and feel that you are not alone in your challenges. You always get something to take home with you."
Henrik Resare
Commercial Product Manager
henrik.resare@easit.com
070-249 36 06