Government & NGO

One platform for every service request

How we helped Bergen kommune unify support for employees and citizens

Customer Experience & Design,

NoA Ignite — The digital consultancy that delivers

Challenge
Bergen kommune needed a shared support platform to deliver consistent service across a large and complex organization. Fragmented systems, varying processes, and weak data quality made it difficult to scale and maintain control.
Solution
Together, we implemented and configured a unified service platform on Nilex. Standardized workflows, a shared service catalog, and structured governance created a common foundation for service delivery and financial processes.
Impact
The municipality now operates a scalable support platform used across the organization. Service handling is more consistent, data quality is stronger, and manual processes have been reduced, creating a stable foundation for continued development.

Service inquiries handled annually
350 000
Employees supported
26 000
Citizens served
290 000
Case handlers using the platform
300

Bergen kommune serves a large and diverse population while supporting thousands of employees across a wide range of services. Delivering consistent support in this landscape requires more than good intentions. It demands structure, coordination, and systems that connect across roles, departments, and channels.

To strengthen their channel strategy, the municipality set out to establish a shared customer support system. The ambition was clear. One platform that could handle requests from both employees and citizens, while enabling standardized service processes across the organization.

The journey began in 2021 with the foundation of the platform. A service catalog followed in 2022, and in the years after, the groundwork for internal invoicing was established. Each step moved the municipality closer to a unified service ecosystem built for scale.

From fragmented services to a shared standard

Before the transformation, service handling was distributed across multiple environments. Different departments worked in different ways, with their own processes, structures, and tools.

This made it difficult to deliver consistent support. It limited visibility into operations and created unnecessary friction in day-to-day work.

At the same time, the municipality needed to align with ITIL-based service management principles. The platform had to support both internal requests from employees and external inquiries from citizens, without adding complexity for the people using it.

There was also a financial dimension. Reliable internal invoicing required structured and validated data, connected to the right services, units, and projects. The system had to balance usability with strict governance.

The challenge was not just to implement a new tool. It was to establish a shared way of working across a complex organization.

Building one connected service ecosystem

Working closely with Bergen kommune, we implemented and configured Nilex Service Platform, known internally as BkService.

The platform is built around a service-centric model that brings structure across departments. A shared service catalog and standardized workflows ensure that requests are handled consistently, no matter where they originate.

Self-service and agent interfaces follow the same logic and language. This creates a more intuitive experience for users and a smoother workflow for case handlers.

ITIL-based processes are embedded into the system, with SLA structures tied to specific services. This ensures that expectations for response and resolution reflect the nature of each request.

Behind the scenes, governance and data quality are built in. Roles, access, and templates create consistency, while validated reference data supports both service delivery and financial processes.

Manual work has been reduced by moving key processes into the platform. Contract management is now integrated, and internal invoicing is supported through structured data and reliable exports to the finance system.

The result is a connected platform where services, data, and processes work as one.

Consistency at scale. Ready to grow

Today, Bergen kommune operates a unified service platform that supports both employees and citizens across the organization.

Service handling is more consistent, with standardized workflows guiding each request from start to finish. This creates better experiences for users and clearer processes for the teams delivering the services.

Data quality has improved significantly. Validated structures for services, contracts, and financial data provide a stronger foundation for reporting, decision-making, and internal processes such as invoicing.

Manual work has been reduced across several areas. Tasks that previously required separate tools and workarounds are now handled directly within the platform, saving time and reducing complexity.

Perhaps most importantly, the municipality now has a scalable foundation. New services, capabilities, and processes can be added without reworking the core structure.

One platform now connects service providers, employees, and citizens in a shared system. Built to handle today’s needs. Ready to support what comes next.

From complexity to clarity

If your organization is ready to unify service, data, and workflows, let’s talk.

Niklas Hartog: Group Partner Director for Salesforce; (+46)703923578|niklas.hartog@noaignite.com

Facing complexity? We’re ready to listen.

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One platform for every service requestOne platform for every service request

In short

Challenge

Solution

Impact

Service inquiries handled annually

Employees supported

Citizens served

Case handlers using the platform

From complexity to clarity

Facing complexity? We’re ready to listen.

One platform for every service request