The snapshot
1
Rejsekort & Rejseplanen acts as the central digital link coordinating complex infrastructure between Danish transport authorities and technology vendors.
2
The organisation faced significant operational bottlenecks and a “black box” environment due to manual data reporting and a lack of real-time service transparency.
3
Devoteam implemented an iterative, ServiceNow-based Customer Portal that integrates multiple vendor APIs to provide a centralised hub for real-time monitoring and incident tracking.
About the customer
Rejsekort & Rejseplanen acts as the central digital link within the Danish transport industry. The organisation serves as the essential intermediary between all Danish transport authorities, including major actors like Public Transport Authorities, and large-scale technology vendors. Their mission is to coordinate the complex infrastructure behind national travel solutions, such as the Rejsekort app and ticketing services, ensuring seamless integration between transport entities and technical service providers.
The Challenge: A “Black Box” Environment
Before this intervention, the organisation faced significant operational bottlenecks due to a lack of transparency. When transport authorities needed information on service health, they had to call Rejsekort & Rejseplanen manually.
Employees were challenged by inefficient data workflows. They manually moved information between systems to generate reports. This outdated process resulted in:
- Slow service – Delivery to customers was often lagging.
- Heavy labor – Staff spent hours on repetitive information sharing.
- Lack of visibility – Transport providers had no real-time insight into the services they relied on..
The Goal: Empowering Partners
The primary objective was to empower transport companies through self-service. Rejsekort & Rejseplanen wanted to move from a reactive state to a proactive one. Consequently, they sought a centralised hub that provided full transparency regarding service statuses, incidents, and future roadmaps.
The Solution: A ServiceNow-Based Portal
Devoteam implemented a dedicated Customer Portal built on the ServiceNow platform. This solution serves as a real-time dashboard. As a result, transport authorities can now monitor the health of specific services and subscribe to updates.
Key features include:
- Real-time Monitoring – The portal integrates multiple vendor APIs to display live service statuses.
- Incident Tracking – Users gain visibility into current tickets and the release pipeline.
- Knowledge Base – A central repository stores all technical documentation.
- Release Calendar – Provides a comprehensive overview of all upcoming and completed releases, ensuring customers stay informed about the roadmap and recently implemented features.
Because ServiceNow was already part of daily operations, Devoteam maximised the value of the existing technology stack.
The Methodology: Iterative Growth
The project followed an iterative, Minimum Viable Product (MVP) methodology. Instead of a “big bang” launch, Devoteam collaborated closely with customers to identify critical needs first.
The execution involved:
- Step-by-Step Scaling – Version 1 focused on core status visibility, with subsequent layers for monitoring and knowledge added as users became comfortable.
- API Integration – Devoteam performed “data gymnastics” to standardise data from various vendors, each with different technology stacks and API maturity levels, ensuring a uniform look and feel for the end user.
- Prototyping – Instead of working from a blank sheet, the team built tangible prototypes early to gather frequent user feedback.
First, the team focused on core status visibility. Next, they integrated APIs to standardise data from various vendors. Finally, they used early prototypes to gather frequent user feedback.
The Result: Digital Trust
The implementation transformed the partnership between Rejskort & Rejseplanen and the Danish transport authorities from a manual dependency into a professional, transparent collaboration.
Measurable Outcomes:
- Increased Efficiency – Automated reporting eliminated manual “data gymnastics.”
- Streamlined Management – Multiple companies can now subscribe to a single incident, reducing redundant IT hours.
- High Satisfaction – The project achieved a perfect Customer Satisfaction Score (CSS) of 8/8. Feedback indicates that the portal has become the primary tool for transport providers.
Ultimately, the shift to real-time transparency has replaced manual inquiry with digital trust, allowing Rejsekort & Rejseplanen to focus on service improvement rather than administrative reporting.
The biggest change is trust. When customers can see everything, understand what’s happening, and follow progress in real time, the collaboration becomes more professional and far less dependent on individual people. That shift in transparency and predictability is often the most decisive factor in improving the overall success rate.
Trine Kvist
Rejsekort & Rejseplan Operations Manager
Better Change
Automated real-time service monitoring eliminated manual reporting and “data gymnastics,” significantly reducing operational labour.
Centralised incident tracking streamlined communications, allowing multiple transport authorities to subscribe to a single workflow instead of managing redundant tickets.
The solution achieved a perfect customer satisfaction score of 8/8, transforming the “black box” environment into a transparent, trusted digital partnership.
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