Eskilstuna Municipality Enhances Its Support with New Digital Guide Portals
Industry
Municipality
Office
Eskilstuna
Employees
Over 11 000
Customer since
2021
“We’ve eliminated the need for old quick guides and paper, and employees can find everything they need directly on their mobile phones. It saves time for both us in support and for the organisation as a whole.”
Adrian Toma, System Administrator, Eskilstuna municipality
Background
Eskilstuna Municipality has been using Grade as an internal learning platform since 2021. Within the Social Care Administration, there was a strong need to modernize and streamline how employees accessed quick guides, training materials and support documents. Previously, this information was scattered across the intranet, difficult to keep updated, and required significant manual work from both system administrators and staff.
As a system administrator, Adrian Toma saw an opportunity to improve the user experience by creating a more accessible, user-friendly, and mobile-adapted solution—built directly in Grade.
The Solution: A Tailored Guide Portal – Available as an App
During spring 2025, Adrian developed an entirely new digital guide portal in Grade, which was launched for all employees in March. The portal functions as an interactive learning environment and digital quick-guide, fully adapted to the municipality’s visual identity and workflows.
Key Features
- Clickable guides with images, videos, and step-by-step instructions
- Mobile-friendly interface – available via an app on employees’ work phones
- Smart contact options and an FAQ based on common support requests
- E-services for permissions and orders
- Ability to link directly to the correct guide in support situations
- Integrated from the municipality’s intranet and available as an app via the corporate portal
The portal has become part of the employees’ daily work and is also used in onboarding training and competence centers. The solution has since been scaled to additional systems—three guide portals have been completed and a fourth is under development.
Impact: Reduced Pressure on Support
The results have been clear. With all information gathered in one place—kept updated and easily accessible—Eskilstuna Municipality has seen a significant decrease in support requests. Adrian highlights that Grade not only enabled a tailored structure adapted to the organization’s language, needs, and processes, but also provided a stable and flexible platform that makes future scaling simple. According to Adrian, Grade delivered a solution combining user-friendliness, quality, and operational understanding in a way that external vendor guides could not match.
Additional Results
- High usage frequency – around 100 daily visits
- 4,230 employees within social care have access to the portal
- Improved onboarding as the portal is used in introductory training
- Environmental and time savings – no printed quick guides
- Flexible and fast updates when systems or processes change
“The work now continues with building additional guide portals for more systems within the municipality, with the long-term goal of consolidating all system support training and quick guides into a unified, modern, and easy-to-use digital structure.”
Adrian Toma
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