|
minute read
The Research Council of Norway (NFR) has partnered with Sopra Steria to establish a ServiceNow-based solution that provides better user support, frees up time for employees and ensures higher quality in-case processing – while also giving the organisation improved insight and governance data.
“We started the work by mapping all the ways in which users reached us,” explains Thomas Grønsten, Director of IT, NFR, “It turned out that we had a large number of different contact points in the organisation.”
These scattered contact points lacked structure and offered limited insight into the volume and nature of incoming inquiries. Each time an employee received an enquiry, it took an average of 20 minutes to return to focused work. Over time, this represented a significant loss of efficiency.
The mapping exercise became a starting point for a project that fundamentally changed how the Research Council of Norway handles user support.
A shared effort
In January 2025, the leadership team set a clear goal: to establish a single, unified support service. The solution would both provide insights into user needs and free up valuable employee time. The answer was a comprehensive case management solution built on the ServiceNow platform.
The solution was to be operational by the end of the year, with a launch planned for January 1, 2026. A cross-functional project and steering group was then established.
“This is not primarily an IT project, but a shared effort,” emphasises Grønsten.
Sopra Steria Customer Manager Stein Olav By adds: “This is not just about technology. It is about establishing a structure that provides predictability and quality, both for the users and for the organisation.”
More time for core tasks
The procurement process concluded with the selection of ServiceNow as the platform, and Sopra Steria joined the project in August 2025.
The goal was for the unified support service to provide better control, faster response times and a more professional handling of inquiries.
“We launched the support service one month ahead of schedule, and on budget. That’s ambitious,” says Grønsten.
Artificial intelligence is now being used to support case management staff, particularly in the first and second lines. The solution contributes to more efficiency through improved case structure, suggestions for effective closure notes, and increased visibility of both ongoing and past enquiries. First line users meet dedicated staff, while more complex cases are escalated to subject matter experts in the second line.
“We have been through downsizing, and this project has been crucial in meeting the challenges of reducing headcount,” says Grønsten.
Better overview and insight
The solution gives NFR a unified overview of all enquiries and responses. Historic and ongoing cases are now collected in one place, providing a clearer understanding of what topics users contact them about and where the pressure is greatest.
This insight is actively used in management and reporting, offering a stronger basis for decision-making, continued improvement and more proactive user follow-up.
Future plans - more AI features
NFR plans to extend the ServiceNow platform to include more internal services such as IT support, HR and finance, enabling more departments of the organisation to benefit from a shared solution.
Work is also underway to implement several AI functions, such as automatic case summarisation, suggested solutions, and generation of knowledge articles.
“We are committed to responsible and balanced use of AI. We learn as we test and adapt as the organisation matures,” says Grønsten.
Safety first
The solution has been built with enhanced security measures and is in line with EU requirements. It is integrated with the ID-porten for secure authentication, user verification and connection to the Brønnøysund registers.
An exit strategy has also been prepared to ensure the solution can be transferred to another supplier or platform, if necessary, in line with public requirements and General Data Protection Regulations.
Grønsten describes the collaboration with Sopra Steria as strong, highlighting their solution-oriented approach and the ability to draw on experience from similar projects. An important principle has been to keep the solution as standard as possible to avoid technical debt.
Read more about our ServiceNow capabilities.