FROM NEGLECTED DATA TO A VITAL KPI — BÆRUM’S SENIOR CENTERS EMBRACE VISITOR INSIGHTS
In Norway’s Greater Oslo region, Bærum runs 11 senior centers with a simple goal: better services through better insight. After years where visitor counts were collected but underused, the municipality reframed visitor insights as an operational KPI — powered by people counting sensor technology and real-time dashboards.
This story shows how a public operator turned passive footfall into an active management signal: when residents visit, which programs attract them, and how staffing aligns to demand — without collecting personal data.
PROBLEM FRAMING — DATA WITHOUT OWNERSHIP
Centers already had counters installed, but the data lacked ownership and process. Without a clear KPI and workflow, collection stopped. The new approach assigns accountability, links metrics to operational outcomes, and makes visitor insight a standing agenda item for managers.
Full coverage: sensors at all public entrances and staff doors; elevators if they cross public zones.
One data model: consistent naming for doors, zones, and alerts — comparable across 11 sites.
Role-based dashboards: center managers, district leaders, and HQ see the same live picture.
KPI rhythm: add occupancy and footfall to weekly reviews; align program blocks and staffing windows to demand.
WHY COMPLETE COVERAGE MATTERS
Accuracy is a coverage question. To compute occupancy correctly, all ways in/out must be measured — including staff routes. CountMatters monitors sensor health and flags anomalies automatically. Bærum uses market-proven 3D sensors (e.g., Xovis) to ensure dependable results fit for public-sector decisions.
EARLY OUTCOMES — FROM GUESSES TO ACTION
Program fit: identify peak hours and popular activities; shift resources where demand is highest.
Staffing: match volunteer and staff presence to live and expected occupancy.
Budget clarity: defend resources with objective utilization trends, not anecdotes.
Pandemic recovery view: compare current participation to pre-COVID baselines to plan outreach.
GDPR & PRIVACY — BUILT IN BY DESIGN
The solution uses anonymized, aggregated metrics. No faces, no biometrics, no individual tracking. Data minimization and access control are standard. Public services get decision-grade insight without compromising residents’ privacy.
HOW TO SCALE THIS IN PUBLIC SPACES
Survey & plan: map doors, staff routes, and zones per site.
Install & calibrate: evening installs, standardized mounting heights, QA checks.
Unify data: a shared taxonomy for doors/zones and alert rules across all sites.
Train & govern: 30-minute manager training; ownership and reporting cadence agreed up front.
COMMON USE CASES FOR MUNICIPAL OPERATORS
Program design: schedule activities in windows with the best attendance.
Space planning: understand how cafés and common areas are used; adjust layouts where needed.
Safety & comfort: keep occupancy within thresholds during events and holidays.
With full coverage and proper mounting heights, 3D people counters provide accuracy suitable for staffing and program decisions.
IS IT GDPR-COMPLIANT?
Yes. Only aggregated occupancy/footfall statistics are processed — no personal data stored.
WHAT ABOUT COST?
Budgets vary by layout and scale. Public operators typically justify investment via improved utilization, better staffing, and measurable service outcomes — not by debating hardware unit prices.
HOW FAST CAN WE START?
Pilots are quick; multi-site rollouts follow a repeatable playbook.
CONCLUSION — MAKE VISITOR INSIGHT A KPI
Bærum shows how public services move from “collect and forget” to act on evidence. By turning visitor insight into a KPI — powered by proven sensors and clear governance — teams plan smarter, residents get better experiences, and leaders steer with confidence.
SOURCES
CountMatters — Municipal visitor insight playbooks, 2025.
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