Making applying for citizenship simple

Introduction

Copenhagen City Council implemented cBrain’s Commercial-off-the-shelf (COTS) platform to digitally modernize operations around immigration services for applying for citizenship, to do away with cumbersome manual workflows like in-person registrations

Case metrics

Key statistics

75%

reduction in wait times for applicants

250+

digital applications received in the first week of implementation

221,000+

international residents in Copenhagen

The challenge

Streamlining immigration registration for efficiency and accessibility

Copenhagen’s International House is responsible for handling immigration services for individuals moving to Denmark for work or study. In addition to serving Copenhagen City, it manages immigration processes for more than 31 other local authorities in Denmark.

Previously, new arrivals had to register in person, requiring them to complete manual paperwork and wait in long queues, often returning multiple times due to missing documents. The lack of a digital workflow meant that case workers had to manage cases manually, relying on email archives for case tracking, making it difficult to ensure consistency and efficiency and making coordination cumbersome.

With rising immigration numbers and expanding responsibilities, the International House needed an efficient, transparent, and scalable solution to manage increasing demand while improving service accessibility.

The solution

A digital end-to-end self-service solution for the immigration application process

To address these challenges, the International House implemented a digital self-service solution based on F2, a fully integrated platform, that enables international citizens to submit their applications and necessary documents digitally before arriving in Denmark.

The solution automates case screening, ensuring that incomplete applications receive an immediate response requesting additional documents. Applicants can then book appointments online for final verification, significantly reducing wait times and improving workflow efficiency.

The self-service dynamically adjusts required documentation based on applicant profiles and the back-end workflow similarly, dynamically streamlines case processing, ensuring compliance while simplifying the process for both applicants and case workers. By leveraging COTS software for government, the F2 platform provided fast deployment, high configurability and enhanced efficiency.

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The result

Reduced wait time, increased case processing efficiency, and improved oversight

With F2, international citizens can now complete most of the immigration process before arriving in Denmark, reducing wait times at International House by 75%. Case workers benefit from a centralized digital case archive, improving information sharing and case tracking. Management now has real-time dashboard insights for better oversight of application volumes and processing times.

By moving from a manual, paper-based system to a structured digital workflow, the International House has enhanced efficiency, transparency, and fairness in immigration services, ensuring an improved experience for both applicants and case workers.

“But almost the best thing is that now everyone gets accurate, impartial case handling. The system doesn’t differentiate between applicants, so we get a different level of fairness than we’ve been used to” says Trine Marie Ingeberg, Head of the International Service

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