Won prize for best customer service

In 2010, the Brønnøysund Register Centre won the prize for best customer service in the public sector. The prize was awarded during the Call Centre Days in Oslo on 27 April. We have made great efforts to raise the level of competence in the area of customer service in recent years.

altTorunn Meosli (middle) accepted the prize on behalf of the Brønnøysund Register Centre.

The Brønnøysund Register Centre aims to constantly improve its customer service. The centre was the clear winner in its category – the public sector – which comprised eight contenders. In all, 73 call centres participated in 12 categories. The overall winner was DFDS Seaways.
In the public sector category, the Brønnøysund Register Centre won with a score of 90.8 points, while the Norwegian State Educational Loan Fund (Lånekassen) came second with 87 points. The grounds for the prize emphasised that our customer service staff were helpful, interested in the customer’s enquiry and knowledgeable. Customers felt they were well received and that they were given good help.
The Call Centre Days is Scandinavia’s biggest customer service centre conference. The customer service prize is awarded on the basis of a blind test of randomly selected customer centres. The year 2010 was the first time that public telephone services were included in the competition.

Customer service days

In 2010, the Brønnøysund Register Centre organised internal customer service days for the third time, with the aim of raising competence among employees who, in some way or another, deal with customers. This year’s customer service days consisted of a total of 13 sessions – 12 in Brønnøysund and one in Narvik. The event was tailored for customer service staff from all departments and their managers. The aim is for all customer service staff and their managers to feel ownership of norms, methods and tools in the area of customer service, and to establish a common understanding of what constitutes good customer service.
‘The reputation of the Brønnøysund Register Centre is based on how users experience their contact with us – either by phone, in person or through written communication. We have achieved good results in this area. Thanks to the great effort of those who provide telephone services every day, we have scored high on reputation for many years. But there is always room for improvement. If we are to maintain our good position, we need to constantly improve and develop. The customer service days make a great contribution to this,’ says Director General Erik Fossum.

New Altinn versions for improved services

In 2010, two new versions of Altinn were launched, both as part of the comprehensive Altinn II programme. The goal is improved user-friendliness and simpler collaboration across agencies.

Saving time with Altinn

Eight of ten managers in business and industry say that they spend less time on official forms because of Altinn.

Environmental award to Altinn

In June, Altinn won third place in a competition on the environmental benefit of IT projects. It was only beaten by an IT-based system for smarter navigation of ships at sea, and a technology for planning outtakes of biofuel. The competition Smartere og grønnere (‘Smarter and greener’) was organised by the websites Dagens it.no/DN.no.

Procedures without forms for European business and industry

The mapping of what type of services you need to apply for to be granted a permit to engage in sales in Norway was concluded in 2010. Only a few application procedures require a form, but businesses from all the EEA countries must nonetheless be able to find information and apply online through Altinn.

Scored high on reputation

This year, the Brønnøysund Register Centre came seventh in the ‘overall impression’ category.