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 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.
- 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.