Tieto Indtech
Sarpsborg leads the way in municipal use of AI
Boosting efficiency with Public 360° Online
Challenge
Need for structured data, faster processing, and modern tools
Sarpsborg needed faster, more structured, and more modern case‑processing workflows. Despite already having a fully electronic archive since 2007, the municipality faced growing demands: more complex case volumes, increasing access requests, heightened requirements for data control, and rising expectations around automation and AI. Manual processes—especially transferring cases between systems or handling repetitive requests—were time‑consuming and resource‑intensive.
Solution
Transforming case management with Public 360°
Sarpsborg implemented and expanded its use of Tieto’s Public 360°, a cloud‑based case management, archiving, and document‑handling platform. Leveraging Tieto’s API, the municipality integrated robots to automate manual tasks, cleansed and structured data for AI use, and adopted specialized modules like Plan and Build 360°. Shifting to cloud solutions reduced operational costs and freed IT staff to focus on innovation. Continuous collaboration with Tietoevry ensured that user feedback directly shaped improvements in the system.
A user-friendly system that boosts productivity
Atle Johnsen and Ann-Sylvi Schie from Sarpsborg Municipality are satisfied Tieto customers after Public 360° has streamlined operations.
– Our archivists and caseworkers are very satisfied. The interface is intuitively designed, making tasks quicker to complete. This benefits both the citizens and results in cost savings," says Ann-Sylvi Schie, system manager for Public 360° in Sarpsborg Municipality.
Since 2023, Public 360°, Tietoevry’s cloud-based system for digital case processing, archiving, and document management, has been a preferred solution for many Norwegian municipalities. Among them is Sarpsborg Municipality, which already implemented a fully electronic archive back in 2007.
The municipality has always been curious about new technology and has a long and strong partnership with Tieto.
"They are a very good customer of ours, and I’m continually impressed by them. They simply have excellent control over their data," says Jan Faye, Senior Customer Manager for Public 360° at Tieto.
More than once, Faye has thought that the IT staff at the municipality could just as well be working at Tieto.
Appreciates Tieto’s API
Pleased with Sarpsborg: Jan Faye and Mads Nordnes at Tieto appreciate that Sarpsborg challenges them as a partner, helping them develop even better services
Because Sarpsborg was an early adopter of Public 360°, they’ve had a well-structured and organized archive for many years. They believe Tieto’s API has made it easier for them to reach the level they’re at today.
"We have a strategy stating that our caseworkers should work in systems tailored to their specific fields. Today, they can do that—while still being connected to the same system—eliminating the manual process of transferring cases from one archive system to another," says Atle Johnsen, Head of Operations in Sarpsborg Municipality.
Ready for AI
Technology-driven municipality: Sarpsborg Municipality is heavily investing in technology—something Tieto clearly notices through their collaboration on Public 360°.
In a time when artificial intelligence and the opportunities tied to this technology are rapidly evolving, having control over your data is absolutely essential. Implementing AI without proper structure, data flow, access controls, or ensuring compliance with laws and regulations can quickly lead to problems. In Sarpsborg’s case, data is cleansed through Public 360°, laying the groundwork for further use of robots.
With its innovative and forward-thinking approach, the municipality has already handed over several manual processes to robots—for example, handling access requests from the press. These robots, which the municipality was among the first to develop, are integrated into Public 360° via Tieto’s API.
"When we automate case processing so that cases move through the organization with minimal manual touchpoints, it results in direct gains in terms of time and money," says Johnsen.
In total, they have saved the equivalent of about two full-time positions by using robots to handle incoming cases, allowing archivists and caseworkers to focus on other tasks.
Cutting costs through cloud solutions
With Public 360°, what was once just a historical archive system has become a case management system that positively impacts the daily work of both employees and residents.
Sarpsborg has also adopted Plan and Build 360°, a specialized system in the same family as Public 360°, developed for planning and building cases. As the number of planning and building cases increases in the municipality, digitalization and automation have become essential.
"Planning and building cases are of interest to almost everyone. There are more and more access requests, and now it’s easier to request access to these cases. We’ve also purchased an open government solution from Tieto where we publish all planning and building cases," says Schie.
Tieto’s solutions have led to savings not only for archivists and caseworkers. Without a cloud solution, the municipality would have had to manage its own on-premises server infrastructure. That would have required investing in hardware, allocating more IT resources for operations, and spending additional time on security and backups.
"Today, the municipality’s IT staff can spend more of their time on development tasks and new technologies like AI and process automation, while much of the operations run automatically," says Johnsen.
The customers drive innovation at Tieto
For Tieto, customers like Sarpsborg Municipality are especially important because their feedback helps improve the services even further.
"Some customers leave most of the work to us without asking many questions. Sarpsborg Municipality acts more like a partner. They suggest solutions, ask questions, and bring a lot of great ideas," says Mads Nordnes, the project manager at Tieto who has worked most closely with Sarpsborg Municipality.
Now, both parties hope the strong dialogue will continue and that the Public 360° system will keep delivering value for the municipality in the future.