Streamlined case handling for international students

Introduction

The Danish Agency for Higher Education and Science simplified and accelerated its case processing with F2

Case metrics

The challenge

Complex and manual case handling slowed down support for international students

The Foreign Students Group within the Center for Educational Support faced significant challenges managing applications from international students seeking equal status with Danish citizens, which is a prerequisite for receiving student grants (SU). Their previous setup included a fragmented mix of an older ESDH system, a specialized case tool, and Microsoft Word templates.

Each case came with a large volume of documentation, which was difficult to manage and review. Staff often had to manually maintain templates and letters, adding to an already burdensome workload. The need for efficiency was pressing, not just for compliance and internal performance, but to better serve international students navigating the Danish education system.

“Preview is a godsend for case processing. With all the documents we have, it's incredibly time-saving.”

Caseworker

The solution

Digitized, automated processes built around user needs

As part of a broader organizational initiative, the agency implemented the F2 digital platform at the turn of 2022–2023, digitizing 10 processes across departments. Unlike traditional IT rollouts, this was driven as an organizational transformation with a focus on real operational improvements.

In collaboration with cBrain, the Foreign Students Group mapped out their formal case handling workflows to define a digital structure tailored to their specific needs. This foundation enabled the creation of automated, efficient case processes supported by F2’s preview and document handling capabilities. All incoming documents are now automatically journalized on the correct case, giving caseworkers immediate access to full applicant histories.

The team embraced the platform fully, holding weekly knowledge-sharing meetings and creating internal guidelines to spread best practices. Their proactive engagement and “all-in” approach were key to the success of the implementation.

The result

Better case overview, faster processing, and more time for complex tasks

The Foreign Students Group now experiences significantly more efficient and streamlined workflows. The combination of F2’s preview functionality and automated letter generation has enabled faster review and decision-making. By reducing the manual workload, staff have more time for nuanced or sensitive cases.

F2’s support for structured templates and reusable phrases has improved consistency in responses to students while making template maintenance much easier. The platform's case-specific automation now ensures that documents and communications are systematically linked, eliminating prior issues with scattered information and manual tracking.

The team reports improved job satisfaction and productivity thanks to the lighter, more manageable processes. They have gained a clear overview of each applicant’s case and reduced time spent on repetitive tasks.

The early and wholehearted investment in using F2 paid off. Today, the Foreign Students Group benefits from a modern, adaptable case management process that reflects their real-world work and delivers better service outcomes for students.

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