← INTERSECTION18 Conference Prague, September 6-7, 2018

Klaus Østergaard


Better Customer-journeys and Architecture on small resources – how do we do it?

Thursday, September 6
12:30 – 13:15
Conference Room

→ Slides → Video


Klaus Østergaard
Owner, Ostergaard Consulting Aps, Teacher, IT University of Copenhagen

In this presentation Klaus will demonstrate the necessity of collaboration between Architecture and design-thinking in order to resolve a new situation in the municipalities in Denmark. And show how we can not have the good customer-journey without the good architecture!

The municipalities in Denmark has been introduced to a new reality of understanding and rethinking their architecture and design solutions. The municipalities don’t have the resources to just go out and hire a vast number of designers/architects for the new situation. The solution is to educate, the already invested employees at the municipalities in design and architecture, in order to create the necessary capabilities. The goal is to teach the employees of the municipality in Denmark to understand and change their old organisation into a new agile organisation in this new world of demands. Klaus has been hired to do just that.

The background

The municipality IT and architecture in Denmark has long been dominated by one vendor (KMD). This vendor used to be a public company started in 1972. In 2008 KMD was privatised. That means for more than 45 years almost all IT-system for the municipalities was developed and hosted by this one company. It goes without saying that the company, also after the privatization, was the main player on the marked, as they still had the majority of the municipality’s IT-system in their portfolio.

But in 2012 a decision was made to breach the monopoly of KMD by the municipality’s IT community KOMBIT. “The monopoly breach is a large technological and organizational project, replacing 17 old legacy systems in the coming years and replaced by new, more flexible systems with open interfaces, so data can be retrieved and recycled for the benefit of citizens and businesses in the individual municipality - without additional fees to the suppliers”. CEO of KOMBIT, Thomas Rysgaard Christiansen

The support organisations (including KOMBIT) for the public-sector in Denmark has begun work on to support the endeavor of the municipalities. The have for example made common architecture-principles for the public-sector Denmark, and common building-blocks for better, faster and easier infrastructure. The employees most also be showed how to utilise these support activities.

The problem

The problem is that not only did KMD have the IT-systems under their “roof”, but they had also taken control of a lot of the customer-journey and architecture capabilities of the municipalities. After the breach the municipalities had to take this control back. The municipalities are now faced with the challenge of trying to cope with the growing demands for seamless customer interface and the infrastructure this require.

The municipalities are also plagued by old traditional challenges e.g. silo-thinking, management and politics. In addition to the whole monopoly-breach challenge, the municipalities also have been hit by the GDPR demand, and the millennial factor (demand for better online services).