With Pega, SO Shows Governments How Digital is Done

“As the CIO, it's very important for me to see that we can deliver a faster and better customer experience. And Pega Customer Service is a very good opportunity for us to give more and better service.” – Joakim Kruse, CIO, SO

The Business Issue

SO is the government organization for Sweden’s unemployment funds. With a workforce of more than five million people, 3.5 million of them are members across the 28 unemployment funds. With mobility statistics revealing that 90 to 100 percent of their member base will be mobile in the near future, it is no wonder SO’s goals are digitalization, automation, and impeccable self-service. To deliver on this vision, SO created a new application for its members; one that offers high availability to its funds, and digitalized and automated the underlying unemployment processes to provides a better customer experience.

The Solution

Powered by the Pega Customer Service Application, SO has transformed the way that unemployment benefits and services are delivered to the unemployed. Directly from any smartphone or tablet, members can now register for unemployment and instantly submit weekly information for their benefits. With the old process, it could take up to four week to scan and send unemployment documentation which delayed benefits to those in need. Today, the entire process is digital. This enables members to send all of the necessary information in seconds, directly from the palm of their hands. Furthermore, through Pega’s patented architecture, SO was able create a single application to manage and operate across all of the funds; eliminating 28 desperate systems and drastically reducing costs.

The Results

• Scale to handle 3.5 member/users
• Seconds vs. weeks to process unemployment documents
• 28 systems reduced down to 1