KMD uses new technology from ITU to give flexibility to government knowledge workers

The digitalization of knowledge work goes more smoothly with a new software technology developed by researchers from the IT University and Exformatics. Workers get more flexible workflows and support to complete tasks. The IT company KMD is now implementing the technology in a case-management system widely used by government agencies.

ResearchCollaborationsComputer Sciencee-governmentThomas Hildebrandt

When a caseworker uses an IT system to perform tasks, the work process corresponds to following a printed route description on a road trip to Paris. It works fine, as long as you do not deviate from the set route. But if unforeseen detours happen along the way, you are on your own and without any help.

With the new DCR technology, caseworkers get a metaphorical GPS that automatically and continuously adjusts to the workflow of the case and helps the worker find the best route onwards.

"Instead of having an IT system that requires things to be done in a certain order, the worker will be able to adjust the system gradually and apply new rules when something no longer corresponds to reality. The system thus allows the worker to define his or her own workflow," explains Thomas Hildebrandt. As the leader of the research group Process Intelligence, Modeling and Optimization at ITU, he initiated and led the development of DCR technology.

First license sold to KMD
KMD has just bought a license to use the DCR technology in KMD’s Workzone case management system, which is used by over 60,000 state employees, including universities, police and the military. Initially, employees at Aarhus University will enjoy a more flexible IT system.

However, there is still a huge potential for further developing the technology, which is enhanced by KMD’s use of it. Therefore, the collaboration with Exformatics and KMD will continue, says Thomas Hildebrandt.

"When we remove fixed routes from the IT system, we can start collecting data about what workers actually do when they can decide for themselves. The next chapter will be about finding out how to use this data to ensure that the freedom that workers get is used efficiently," he says.

Further development of the technology will be based on research in process mining technologies, comprehension and user studies which have been launched this spring, and which are now awaiting research funding to continue as new PhD projects.

Further information

Thomas Hildebrandt, Associate Professor, phone +45 7218 5279, email hilde@itu.dk

Vibeke Arildsen, Press Officer, phone 2555 0447, email viar@itu.dk