Faster and more effective case handling for students with disabilities

Introduction

The Danish Agency for Higher Education and Science streamlined case processing in its Disability Unit through full-scale digital transformation

Case metrics

Key statistics

50%+

reduction in case wait time

1

platform replaced 3 disconnected systems

6,000+

cases processed annually

The challenge

Fragmented systems slowed case handling and caused risk of error

Before implementing F2, the Disability Unit at the Danish Agency for Higher Education and Science struggled with inefficient, siloed workflows. The team was burdened by two overlapping case processing tracks, one in the secretariat and another among caseworkers, which operated across three separate systems. This created frequent handovers, a lack of overview, and high error potential due to duplicated and manual work. It also led to long response times, putting additional stress on students with disabilities applying for state support. The unit, responsible for over 6,000 cases annually, needed a better way to deliver accurate and timely support.

The solution

A unified platform supporting digitalized, automated workflows

To address these challenges, the agency implemented F2 as its enterprise system for electronic case and document management (ESDH) across the organization at the turn of 2022–2023. Crucially, the project was treated as an organizational transformation, not just an IT implementation. With clear direction and strong leadership from the Disability Unit, two key processes were redesigned and digitalized. cBrain worked closely with the team to consolidate the three legacy systems into a single F2-based platform and applied automation to many steps in the new digital case process.

This shift allowed the Disability Unit to rethink how collaboration occurred across teams. Visual step diagrams clarified workflows and helped ensure every stakeholder understood their role. F2’s built-in automation features ensured that documents, applications, and responses were automatically journalized and linked to the appropriate case. This not only reduced administrative overhead but also gave both the secretariat and the caseworkers a complete, real-time view of case progress, bringing them closer together in their daily operations.

For application and appeal cases within the disability area, students have been given the opportunity to follow their own cases through the “View My Case” functionality. The standard component makes it easy for F2 to display the student's ongoing cases. Students can log in using MitID (a Danish national digital ID used for secure online identification).

This reduces calls, emails, and requests for access to documents received by the agency. Providing students with the ability to view their own cases was one of the recommendations from the task force established to examine the administration of the SU disability supplement.

The result

Faster case resolution, improved collaboration, and better service for students

Since the adoption of F2, the Disability Unit has seen measurable improvements in efficiency and service quality. The average case waiting time in the secretariat was cut by more than half, dropping from 101.3 days in 2022 to just 35 days in 2023. This dramatic reduction not only increased internal capacity but also significantly improved the experience for students applying for support.

Staff reported stronger collaboration and a clearer sense of shared ownership. The new unified platform allowed the secretariat to focus more on student inquiries, while caseworkers could handle well-documented cases with greater ease and fewer errors. The F2 system’s automation features also ensured compliance by automatically registering all relevant case documents, reducing the risk of oversight.

The implementation success was largely due to the unit’s clear vision and proactive engagement. They took the lead in learning the new system, developing best practices, and driving adoption across the team -- transforming their approach to public service delivery.

“We knew what we wanted and understood our needs. The supplier created visual step diagrams that gave a great overview of the process,” says Julie Raun.

The Disability Unit’s results clearly demonstrate the power of combining strong organizational ownership with the capabilities of a fully integrated, commercial off-the-shelf (COTS) government platform like F2.

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