Digitalisation at the Norwegian Humanist Association

Name: Digitalisation at the Norwegian Humanist Association
Start: 2024-02-13T18:50:44Z
End: 2024-02-13T19:31:44Z

Dea-Renate Miranda, IT manager at Human-Etisk Forbund, presented how the organisation built one unified membership system in Dynamics 365.

Dea-Renate Miranda

Held: February 13, 20242 min read

In briefShow moreHuman-Etisk Forbund moved from scattered, disconnected systems to one unified membership system built with ProsessPilotene, NetLife and OX.

Human-Etisk Forbund moved from scattered, disconnected systems to one unified membership system built with ProsessPilotene, NetLife and OX.
The guiding principle of process over system and integration over silos means data on members, ceremony customers and volunteers now flows through one integration platform.
Case-handling time dropped from weeks and months to one or two days for most cases, even during confirmation registration traffic peaks.
Newsletters to members and confirmation guardians reach open rates of 45 to 78 percent, well above the industry average, thanks to consolidated lists and A/B testing.
Miranda named time, leadership backing and a clear mandate as decisive success factors, and outlined further work on AI, volunteer access management and a shared analytics platform.

In this 2024 talk, Dea-Renate Miranda, IT manager at Human-Etisk Forbund, presented how the organisation built a new, unified membership system on Microsoft Dynamics 365. Human-Etisk Forbund has seen rapid membership growth, from 100,000 members in 2021 to nearly 150,000 at the time of the talk, and needed infrastructure that could handle both the growth and strict privacy requirements around beliefs data.

The work was done together with ProsessPilotene, which built Dynamics and the integration platform, alongside NetLife on the website and OX on the ceremony database. The core lesson was to think process over system and integration over silos: information on members, ceremony customers, elected representatives and volunteers is now held in one place and flows between systems via an Azure Service Bus platform, instead of being maintained separately.

The impact shows clearly in the numbers: case handling across more than 35 scattered inboxes has been replaced by around ten case queues in Dynamics, median resolution time is under three hours, and even a confirmation registration surge at six times normal traffic was handled without problems. Newsletter open rates are well above industry averages, including 78 percent for confirmation guardians.

Miranda named time, leadership and staff buy-in, and a clear mandate as decisive for the large project's success. Planned next steps include better access management for elected representatives and volunteers, a shared analytics platform built on Power BI, and a gradual, deliberate approach to using artificial intelligence in the organisation.