Client Story
Client Story
Rethinking inclusive Case Handling with AI
Primary outcome
35%
Average time spent per case by caseworkers reduced by
Primary outcome
35%
Average time spent per case by caseworkers reduced by
Capacit helped Danske Handicaporganisationer design and build a new AI-powered case handling model that unites accessibility, efficiency, and data quality for complex public-sector workflows.
About the case
About the case
Challenge
01
Danske Handicaporganisationer set out to fundamentally rethink digital case handling to better support both caseworkers and citizens with diverse accessibility needs. Existing digital solutions had evolved over time but were not built to handle complex user journeys, inclusive accessibility requirements or modern data-driven workflows. Case handling relied heavily on manual processes, and digital accessibility remained a critical gap. Danske Handicaporganisationer aimed to create a new digital model that combined accessibility, efficiency and data quality—powered by AI and designed for the complexity of the public sector.
Challenge
01
Danske Handicaporganisationer set out to fundamentally rethink digital case handling to better support both caseworkers and citizens with diverse accessibility needs. Existing digital solutions had evolved over time but were not built to handle complex user journeys, inclusive accessibility requirements or modern data-driven workflows. Case handling relied heavily on manual processes, and digital accessibility remained a critical gap. Danske Handicaporganisationer aimed to create a new digital model that combined accessibility, efficiency and data quality—powered by AI and designed for the complexity of the public sector.
Challenge
01
Danske Handicaporganisationer set out to fundamentally rethink digital case handling to better support both caseworkers and citizens with diverse accessibility needs. Existing digital solutions had evolved over time but were not built to handle complex user journeys, inclusive accessibility requirements or modern data-driven workflows. Case handling relied heavily on manual processes, and digital accessibility remained a critical gap. Danske Handicaporganisationer aimed to create a new digital model that combined accessibility, efficiency and data quality—powered by AI and designed for the complexity of the public sector.
Solution
02
Together with Capacit, Danske Handicaporganisationer developed an AI-enabled digital platform for applications and case handling. The platform guides citizens through an accessible and inclusive application journey, supports diverse interaction needs and ensures higher data quality at the point of submission. AI provides real-time guidance on uploaded documentation, helping citizens meet requirements without being constrained by rigid standards. For caseworkers, applications are automatically transformed into structured digital cases, enabling faster assessment and more consistent decision-making. The collaboration resulted in a solution that integrates inclusive design principles with advanced AI and modern system architecture.
Solution
02
Together with Capacit, Danske Handicaporganisationer developed an AI-enabled digital platform for applications and case handling. The platform guides citizens through an accessible and inclusive application journey, supports diverse interaction needs and ensures higher data quality at the point of submission. AI provides real-time guidance on uploaded documentation, helping citizens meet requirements without being constrained by rigid standards. For caseworkers, applications are automatically transformed into structured digital cases, enabling faster assessment and more consistent decision-making. The collaboration resulted in a solution that integrates inclusive design principles with advanced AI and modern system architecture.
Solution
02
Together with Capacit, Danske Handicaporganisationer developed an AI-enabled digital platform for applications and case handling. The platform guides citizens through an accessible and inclusive application journey, supports diverse interaction needs and ensures higher data quality at the point of submission. AI provides real-time guidance on uploaded documentation, helping citizens meet requirements without being constrained by rigid standards. For caseworkers, applications are automatically transformed into structured digital cases, enabling faster assessment and more consistent decision-making. The collaboration resulted in a solution that integrates inclusive design principles with advanced AI and modern system architecture.
How AI adds value
03
AI bridges the gap between human input and structured case handling. AI-powered image guidance analyses uploaded images and provides real-time, inclusive feedback on factors such as positioning, lighting and clarity. This helps citizens submit usable documentation without requiring fixed positions or standardised setups, while intelligent data processing and system integrations transform complex inputs into actionable case data. By embedding AI directly into the application flow, Danske Handicaporganisationer has created a more inclusive, efficient and data-driven model for public service delivery.
How AI adds value
03
AI bridges the gap between human input and structured case handling. AI-powered image guidance analyses uploaded images and provides real-time, inclusive feedback on factors such as positioning, lighting and clarity. This helps citizens submit usable documentation without requiring fixed positions or standardised setups, while intelligent data processing and system integrations transform complex inputs into actionable case data. By embedding AI directly into the application flow, Danske Handicaporganisationer has created a more inclusive, efficient and data-driven model for public service delivery.
How AI adds value
03
AI bridges the gap between human input and structured case handling. AI-powered image guidance analyses uploaded images and provides real-time, inclusive feedback on factors such as positioning, lighting and clarity. This helps citizens submit usable documentation without requiring fixed positions or standardised setups, while intelligent data processing and system integrations transform complex inputs into actionable case data. By embedding AI directly into the application flow, Danske Handicaporganisationer has created a more inclusive, efficient and data-driven model for public service delivery.
Results
Results
Results
Outcome 01
35%
Average time spent per case by caseworkers reduced by
Outcome 01
35%
Average time spent per case by caseworkers reduced by
Outcome 01
35%
Average time spent per case by caseworkers reduced by
Outcome 02
70%
Applications completed independently by citizens increased by
Outcome 02
70%
Applications completed independently by citizens increased by
Outcome 02
70%
Applications completed independently by citizens increased by
Outcome 03
90%+
Reduction in applications requiring re-submission due to incorrect or unusable images
Outcome 03
90%+
Reduction in applications requiring re-submission due to incorrect or unusable images
Outcome 03
90%+
Reduction in applications requiring re-submission due to incorrect or unusable images
“Capacit helped us rethink digital case handling from the ground up. The new solution has significantly improved both accessibility and efficiency, while strengthening the quality of our casework. It has changed how we support citizens and how our caseworkers operate in practice.”
Finn B. Olesen
Chef for Brugerservice, Danske Handicaporganisationer
“Capacit helped us rethink digital case handling from the ground up. The new solution has significantly improved both accessibility and efficiency, while strengthening the quality of our casework. It has changed how we support citizens and how our caseworkers operate in practice.”
Finn B. Olesen
Chef for Brugerservice, Danske Handicaporganisationer
“Capacit helped us rethink digital case handling from the ground up. The new solution has significantly improved both accessibility and efficiency, while strengthening the quality of our casework. It has changed how we support citizens and how our caseworkers operate in practice.”
Finn B. Olesen
Chef for Brugerservice, Danske Handicaporganisationer
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