Justifications for winners of the Self Service Awards 2010

Newcomer of the Year

In the category "Newcomer of the Year", the jury has chosen as winner that company which has improved the quality and increased its service in the delivery of IT support with the aid of Noogle - Self Service Portal.

Through focusing on the needs of users, the winner has built up a content that is a mixture of ComAround's standard content and tailored video and text guides that are of great benefit to the users.
Statistics show a very satisfactory outcome in terms of utilisation, Return on Investment (ROI) and resolution rate for the content, all of which lie at a very high and even level.

The jury wishes in particular to highlight the very good layout of the support guides on the Self Service Portal.

The winner of the Self Service Awards 2010 in the category of "Newcomer of the Year" is the airline Norwegian.

Strategic Internal Support of the Year

Within the category "Strategic Internal Support of the Year", the jury has selected the winner which, thanks to a well planned strategy, has steered its users to rely on support via web self-service in all day-to-day and recurring support cases. This has led to the winner achieving its objective of raising competence in the organisation - thereby contributing to other organisations meeting their objectives also.

The winner for this year has had a clear focus on the needs of the users; the outcome is seen in terms of greater user satisfaction, an improved SLA performance and a sharp increase in terms of problem case resolution within first line support. These inputs have resulted in a highly effective internal support.

The winner of the Self Service Awards 2010 in the category of "Strategic Internal Support of the Year" is the Swedish Red Cross.

Strategic Customer Support of the Year

In the category "Strategic Customer Support of the Year", the jury has selected the winner that has managed to build up and launch - rapidly and in an efficient manner - its web-based information database that streamlines the information flow to its collaboration partners.

The statistics illustrate a very satisfactory outcome in terms of utilisation, Return on Investment (ROI) and a high resolution rate for the content in the information database. Thanks to high-quality processes and routines the content is continually updated which has led to a total control over all processes at the collaboration partners. The database has also been copied to the company's own sister companies in Norway and Denmark. This means that the work can be rendered more effctive and the company is able to operate with equivalent processes in all countries. In this manner resources are saved and the company achieves a very satisfactory transfer of knowledge.

The winner of the Self Service Awards 2010 in the category "Strategic Customer Support of the Year" is Net1.

Migration of the Year

In the category "Migration of the Year", the jury has selected the winner for a well-planned and executed migration work in connection both with the changeover to a new technical platform and the introduction of a new Intranet. With the aid of specially tailored text and video guides that are strategically leveraged on the Training Portal from ComAround, the migrations are undertaken smoothly and efficiently with a high service level offered to the users.

Statistics relating to the number of showings of the migration guides and Return on Investment (ROI) during the year reveal a very good result and the Training Portal has now been fully integrated and become a self-evident part of the day-to-day support work.

The winner of the Self Service Awards 2010 in the category "Migration of the Year" is Eskilstuna Kommun (Eskilstuna Municipality).