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Swedish Public Employment Service

Case Study

Arbetsförmedlingen delivers largest digital transformation to date

  • Brought nine business process applications live
  • Reduced queue times with self-service
  • 1,500 meetings saved through self-service

“Our transformation milestones were achieved! Case workers are transitioning to case management, adopting unified processes – and are happy!”

The Business Issue

Arbetsförmedlingen, the Swedish Public Employment Service, is the third-largest government agency in Sweden. With a mission to contribute to a well-functioning labor market, it supports job seekers in finding employment and assists employers in finding the right staff.

In 2019, the agency underwent a reform that involved reducing its number of caseworkers and introducing external partners. This change resulted in a need for increased efficiency and a shift toward self-service options.

This was further complicated by the COVID-19 pandemic, which caused Arbetsförmedlingen to see a significant surge in customer numbers. Considering the already reduced case worker headcount and closure of local offices, it became imperative to implement a self-service flow for simple cases and increase the level of self-service through automated benefit application processes. The objective was to enable case workers with simplified processes and reduced manual touchpoints, while increasing self-service capabilities for job seekers.

The Solution

The agency turned to the Pega Platform™ to deliver on these goals. Incorporating Pega as the central platform, Arbetsförmedlingen and partner Capgemini implemented a best-of-breed architecture that leveraged Pega's adaptive case management, process automation, robotics, business rules engine, and out-of-the-box user interfaces.

The implementation journey began with a minimum viable product approach, followed by the deployment of nine business process applications. Around 50% of cases were migrated to the Pega Platform, with all 7,000 case workers using Pega. The agency also focused on building reusability in Pega and adopted a governance model based on product management.

The agency increased the level of self-service through automated benefit application processes and reduced manual touchpoints, simplifying processes for case workers and enhancing efficiency. Now, job seekers receive assistance based on data-driven insights. The concept of a "next best step" is used to prioritize measures that best suit the individual job seeker or employer. Simpler cases are guided through a self-service workflow so that caseworkers can dedicate time to the people who need more extensive support – relieving the burden on staff and reducing queue times for constituents.

The Results

  • Nine business process applications live
  • Within a week of go-live, 10% of constituents were eligible for self-service
  • 1,500 meetings saved through self-service
  • 50% of all cases in Pega
  • 12 Pega Scrum teams onsite
  • Automated checks validate information from other systems and organizations
  • Facilitated move from generalist to specialist case workers
  • Accelerated the decommission of legacy IT systems
  • CoE and Communities of Practice (CoPs) in place
  • Driving high SLA fulfilment
  • Continued use of Agile and Scrum
  • Partner: Capgemini

Using Pega’s adaptive case management and process automation, Arbetsförmedlingen streamlined processes, improved user experience, and increased efficiency – ultimately enhancing service delivery for job seekers and employers in the Swedish labor market.

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Industry: Government Product Area: Platform Solution Area: Enterprise Modernization
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