Tanum Municipality
Save support time and increase efficiency with InfoCaption's contextual support
The need for an efficient and accessible support solution
Previously, users in Tanum municipality lacked an easy way to find answers to their questions in new systems, making them dependent on personalised support. With the introduction of the MyCarta mapping software, used by over 60 employees, there was a risk that the GIS manager would have to spend a significant amount of time answering recurring questions and providing personalised support. As the system was to be implemented in only six months across five municipalities, the potential time commitment for the GIS manager was estimated at 2-3 days per week, based on previous experience of similar projects.
The municipality, therefore, recognised a clear need for an easily accessible solution that could reduce workload and support users in navigating the system independently. The solution was found in InfoCaption's contextual support.
Context-based support directly in the system
With the introduction of contextual support, users could find answers to their specific questions, wherever they were, without having to wait for personalised support. Context support linked the help available from the system provider to the specific needs and questions that Tanum Municipality had, bringing all relevant solutions together in one place. This made it easier and faster for users to get the help they needed, without having to look in several different places.
Tanum municipality saved time with context support
During the first weeks after the introduction of the context support, the number of recurring questions to the GIS manager decreased significantly. Context support ensured that help was available even during holidays, avoiding potential problems.
After weeks 3-4, the need for support decreased somewhat, but the initial time savings for the GIS manager and staff were significant. The biggest gain was that Tanum was able to avoid delays and frustrations, resulting in a smoother and more efficient workflow.
A single course portal
To make it easier for employees to find information, Länsförsäkringar has chosen to package procedures and courses in a course portal. Employees can always go there to repeat or seek knowledge, even after the onboarding plan is completed.
Long-term benefits
"The contextual support continues to be a valuable resource, especially for new users who can quickly access customised help in MyCarta. It has helped Tanum Municipality to solve specific challenges while benefiting from the system provider's standard solutions. Centralising support has led to less time wasted and provides a more efficient way of working in the long term"
- Karin Lundin, Operations Support, Tanum Municipality
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Who is Tanum municipality?
Tanum municipality is located in Bohuslän, Västra Götaland, and is known for its coastal nature and unique rock carvings that are on the UNESCO World Heritage List. The municipality has around 13,000 inhabitants and just over 1,000 employees.
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