How NAV is using LogMeIn Rescue to bring expert support across the country
The Norwegian Labour & Welfare Administration (NAV) is a government agency with a mandate to serve all Norwegian citizens, regardless of where they live, from city centres to remote islands reachable only by ferry.
Challenge
NAV operates 14 units spread across Norway, providing assistive technology services and welfare support to citizens who rely on equipment such as electric wheelchairs, ceiling lifts, and adapted housing modifications to live independently at home.
With Norway's vast geography, field technicians and occupational therapists regularly faced journeys of three to four hours — each way — to carry out what were often small adjustments or assessments. If a technician arrived with the wrong parts or an incorrect diagnosis, a second trip was unavoidable, further delaying care.
NAV needed a smarter way to serve its citizens, particularly as Norway's ageing population policy prioritises helping older people remain in their own homes for as long as possible.
With Norway's vast geography, field technicians and occupational therapists regularly faced journeys of three to four hours — each way — to carry out what were often small adjustments or assessments. If a technician arrived with the wrong parts or an incorrect diagnosis, a second trip was unavoidable, further delaying care.
NAV needed a smarter way to serve its citizens, particularly as Norway's ageing population policy prioritises helping older people remain in their own homes for as long as possible.
Solution
NAV deployed LogMeIn Rescue's Live Lens camera-sharing technology, giving its specialists the ability to see what municipal technicians and therapists see in the field — in real time. A key advantage for NAV was the zero-download experience: participants simply click a link to join a session, with no app installation required, a critical consideration when working with elderly citizens, caregivers, or people with limited technical experience.
A professional from the local municipality can hold the camera on-site alongside the client, while NAV's specialist guides the session remotely. Live Lens's built-in annotation tools allow the remote specialist to mark up the live video feed, highlighting specific areas, pointing out components, and walking the on-site professional through a fix — step by step.
In cases where a site visit is still necessary, Live Lens is used first for preparation: specialists assess the situation remotely, diagnose the problem accurately, and ensure the technician arrives on site with the correct parts and the right plan — avoiding multiple trips.
A professional from the local municipality can hold the camera on-site alongside the client, while NAV's specialist guides the session remotely. Live Lens's built-in annotation tools allow the remote specialist to mark up the live video feed, highlighting specific areas, pointing out components, and walking the on-site professional through a fix — step by step.
In cases where a site visit is still necessary, Live Lens is used first for preparation: specialists assess the situation remotely, diagnose the problem accurately, and ensure the technician arrives on site with the correct parts and the right plan — avoiding multiple trips.
Results
The impact has been significant:
- 4.7 hours of travel saved per session on average, reducing costs, road risk, and strain on staff.
- Faster time to resolution, with many issues fixed remotely that would previously have required a full site visit.
- Smarter site visits, with remote pre-assessments ensuring technicians arrive fully prepared, eliminating wasted journeys.
- Unexpected knowledge transfer, as municipal technicians and therapists learn skills in real time by participating in remote fix sessions alongside NAV specialists — meaning they can handle similar issues independently in the future.
- Fewer unnecessary equipment transfers, with a growing number of cases where Live Lens has avoided the need to send assistive devices to the assistive technology center for assessment — saving time and logistics for both NAV and the citizen.
For Gunnar, the combination of live video, real-time annotation, and ease of use is what sets Live Lens apart from generic video conferencing tools. Each element on its own has value — but together, they make for a uniquely powerful support experience.
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