It pays to listen
To find out what the users want from us, we listen to what users have to say. What do users say when they contact us? Do they have difficulty understanding the letters we send them? Are the forms too difficult to fill in? Do many users make the same mistakes when filling in forms? The Brønnøysund Register Centre's first-line service stores the input received from users and makes changes and improvements in line with the input we receive. Close collaboration between the first-line service and the case officers in the various registers is important in order to be able to make adjustments as quickly as possible.
User service – how are services accessed?
We try to make it easy to contact the Brønnøysund Register Centre. We have one phone number and no touch tone menu. You will nevertheless reach a case officer who can answer your enquiry. The goal is that it should be easy for users to contact us and receive answers to their questions without being passed on to other case officers. This has paid off. Our first-line service handles 75% of all calls, while the remaining calls are passed on to the various registers and the services we administer.
The Brønnøysund Register Centre's internal system for submitting data collects data from nine different registers so that the information is available to our customer service staff in the first line.In addition, you can search the biggest registers at brreg.no, and you can also order many different products and services here. And that is not all. If you are an Altinn user, you can order many of the same products free of charge.
Listen to the users
Providing the right information and guidance leads to fewer mistakes and misunderstandings in case processing. We save time and resources, and the users do not experience long waiting times. This is an ongoing process. How can we reduce the number of phone enquiries, the time it takes before calls are answered and the duration of the call? Conclusion: by listening to the users.
Elaine Svartis in front of the board showing traffic and waiting times at the information service.
