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Norwegian Environment Agency is facing a replacement of the current case processing system for service related enquiries. A joint ICT sector strategy for the agencies under the Ministry of Climate and Environment (KLD). The system shall include the Agency's total requirement for processing service events for the following specialized fields: the ICT department in the Norwegian Environment Agency (OIT) with possible extensions for collaborating departments, the Document section (ODO), the HR section, House operations (OHU), the Environmental data Section (TMI), the Electronic Application centre (ESS), etc. The system shall support the processing of service enquiries from internal and external executive officers, as well as facilitate for a high level of service towards internal and external users. A joint ICT sector strategy for the agencies under the Ministry of Climate and Environment (KLD) shall also be prepared.