Project: Streamlining Municipal IT Operations 

 Challenge

Håbo Kommun, a local municipality in Sweden, faced a range of operational inefficiencies across its IT support systems. Support requests were often delayed or misrouted, hardware and software configurations lacked standardization, and technical documentation was either outdated or incomplete. This created friction for staff in multiple departments, reduced trust in the IT department, and placed additional strain on already limited resources.

The support team also had to address a growing demand for user-friendly services, improved data access, and seamless coordination between multiple internal platforms. There was a clear need to modernize support processes without disrupting ongoing municipal operations.

Approach & Solution

Julia Andersson took a hands-on and strategic approach, acting as both a problem-solver and a systems thinker. She began by building strong relationships with department leads and internal users to understand their frustrations and expectations. This feedback formed the basis for a multi-phase improvement initiative.

Her solutions included:

• Full process mapping of support workflows to identify bottlenecks and failure points
  
  

• Standardizing account configurations and setup procedures for new and existing users
  
  

• Developing a centralized knowledge base with technical documentation for common issues
  
  

• Creating a tiered ticket-handling system to triage requests more efficiently
  
  

• Coordinating with system administrators to improve server reliability and account access
  
  

• Providing ongoing training and onboarding support for municipal staff and IT peers
  
  

• Introducing client-centered performance metrics, including first-contact resolution tracking and satisfaction feedback
  
  

Julia also introduced best practices for communication within the support team, reducing overlap and duplicated efforts and ensuring that issues were escalated only when necessary.

Result

• 30% reduction in average issue resolution time
  
  

• Marked increase in user satisfaction, as reflected in post-support feedback and internal surveys
  
  

• More than 80% of recurring issues resolved at first contact, thanks to the documentation system
  
  

• Created an internal support wiki that reduced training time for new team members
  
  

• Improved relationships between IT and non-technical departments through empathy-driven support and transparent processes
  
  

• Enabled staff to focus on service delivery rather than tech friction