New routines and smart services cut down financial assistance processing time in Trelleborg.
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A few years ago, applicants for financial assistance in Trelleborg Municipality had to wait eight days for a decision. The leadership of the labour market administration decided to reorganise work around financial assistance – we helped digitalise the application process. Today, administrators can provide same-day decisions.
'Our cooperation with Tieto has provided us with a good basis for meeting citizens' expectations for increased availability and service, for example through new citizen services,' stated Eleonore Schlyter, Service Provider, Trelleborg Municipality.
A modified approach to financial assistance
The municipality needed smart IT support to relieve administrators from time-consuming paperwork. At the same time, citizens increasingly demanded safe and easy online access to information and decisions.
Trelleborg Municipality changed its approach to financial support, gradually introducing new routines.
'Traditionally, financial assistance was organised within the social administration, but now it comes under labour market administration. The focus is on the individual getting a job or training quickly, so we can’t have long processing times for investigating who qualifies for assistance,' stated Eleonore Schlyter, Financial Assistance Administrator, Trelleborg Municipality.
Prior to the reorganisation, financial assistance applicants were usually notified within eight days, provided that their details were already in the system. For first-time applicants, it took 14 to 20 days.
Smart IT support focusing on the citizen
Today, applications are completed online and decisions made the following day.
'We are working differently than before, and with the help of Tieto we have introduced modern e-services that support this new approach,' says Schlyter.
Trelleborg Municipality has been using our operating system, Procapita, for many years. The new solution means that digitally submitted aid applications go directly into the system, where the administrators receive them without intermediary paperwork.
'We have developed two different e-services related to financial assistance. One manages the claim process itself, while the other means that the applicant can follow the case from application to decision and payout by logging onto the municipality's website,' stated Carola Winberg, Customer Manager, Tieto.
The digital application forms are designed in such a way that all necessary information is included. Previously, administrators often had to send requests for extra information because the application was incomplete or handwritten parts could not be read.
Schlyter explains that not needing to attach documents simplifies the application process. Previously, receipts, lease agreements and other documents were required to strengthen the application.
'Now we use spot tests, where selected applicants have to show their documentation at random monthly checks. Those seeking financial assistance are no different to anyone else. They fall into a vulnerable situation where all other possibilities are exhausted,' said Schlyter.
Since Trelleborg introduced the e-service, usage has increased steadily. Today 75 percent of applications for financial assistance are submitted digitally. The new routines reduce waiting time for the applicants and free up resources for the organisation.
'In the past, we had seven financial support administrators, today we are five. Two full-time positions have been moved to other parts of the administration,' explains Schlyter.