Statens Vegvesen, which translates as the Norwegian Public Roads Administration (NPRA) is an autonomous agency within the State’s Ministry of Transport and Communication. Responsible for the planning, construction and operation of the national and county road networks, NPRA is also in charge of vehicle inspections, driver training
NPRA was struggling to manage an increasing volume of calls, coupled with restrictive public opening hours. The obvious solution was to move some of the routine queries to the website and relieve the pressure on the advisors employed in its seventy-two Traffic Stations, enabling them to concentrate on more complex enquiries.
Artificial Solutions’ strong Nordics presence and native Norwegian-speaking staff were a key decision-making factor for NPRA, and Trude Gjerstad Strand, Project Leader and Senior Advisor, set about developing a pilot that would concentrate initially on vehicle registrations, ensuring that the public had the right level of documentation before visiting NPRA offices in person to complete the process. NPRA chose to implement the pilot project in-house, in partnership with Artificial Solutions.