New ways of providing social support through process automation

In the labour and social services administration, the Trelleborg municipality uses the help of a case handler program to automate certain parts of processes that concern for example processing of financial assistance. The result is less administration and more time for core services.

Innovation Summary

Innovation Overview

Automating routine work leads to a more efficient and citizen-friendly service. Employees at the labour and social services can instead use the freed up time to support the citizen. In this way, we can get more people to become economically independent, enter the labor market as well as live as independently as possible.

In 2015, the municipality of Trelleborg was the first to introduce an e-service for supply social and economic support, which led to increased accessibility for the individual citizen and a more efficient way of working for the civil servants. The next step was to automate the processing of digital applications. For the citizen, this means a legally secure and timely handling of your case. For the municipality, it means that they can spend more time and resources on helping citizens to establish themselves in the labor market. The social administration has begun its process of automation by letting a case handler program perform certain administrative tasks. The process of calculating home care fees has been automated and more processes are under way. More and more people in society need public services support. By automating parts of the work, Trelleborg can work as legally secure as before, while allowing to free up time that can be used to support the citizens.

In 2015, the municipality of Trelleborg was the first Swedish municipality to digitalize the administration of social benefits for the purpose of increasing user accessibility and legal certainty for citizens. In 2016 75% of all applications for social benefits were received through the internet, all received a decision within 1 business day. The work led to total accessibility for the individual citizen, legal certainty and a more effective working method - fully in line with Swedish administrative law; fast, easy and cheap. In 2016 Trelleborg took the first step towards automation. A case handler was programmed. In the future even more complex tasks could be performed automatically when the case handler program is taught and developed with the help of artificial intelligence.

Innovation Description

Innovation Development

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Year: 2016
Level of government: National/Federal government

Status:

  • Diffusing Lessons - using what was learnt to inform other projects and understanding how the innovation can be applied in other ways

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