Trelleborg Municipality’s Social Affairs Department used the UiPath platform to automate critical social care decision-making processes.
This decision has significantly reduced service response times, but most importantly has enabled employees to provide exceptional service and help Swedish citizens regain control of their lives.
This department’s mission is to help citizens regain their autonomy. This mission was not always optimized by previous processes, as the ministry would have liked. Before, new applications for social assistance could take between 8 and 20 days before being taken into account by the social affairs department.
The problem was that during this waiting period, the department kept being contacted by Swedes who wanted to have information concerning their status and who also had new requests for additional help in building the process. The Swedes were too worried and therefore strongly reduced their job search.
During this waiting time, Swedish citizens continued to contact the department either to inquire about their status or to request further assistance in completing the process. Worse, this waiting time meant that citizens spent too much time worrying about their future decision instead of actively working to find a new job.
The mission of the UiPath robots
Today a UiPath robot runs once a day, first thing in the morning before employees arrive at the office. It collects all online applications submitted during the last 24 hours, it performs the calculations necessary for decision-making and, if the decision is favourable, generates a check. The UiPath robot also checks whether the social assistance applicant is active as a jobseeker, and thus fulfills his social assistance obligations. “The UiPath robot does the same tasks as an employee, but it does it much faster.”
With UiPath, the department was able to reduce the time it took for employees to process a request. Before, it took three to five minutes to complete the requests, or even 17 minutes for refused requests. But now it only takes 1 min for the robot!
The returns on investment were very interesting because the robot freed up time for employees who could be reallocated to other tasks with higher added value.