The Fund Uses Around Ten Automation Solutions
Jusa Kaarni works as a development specialist at the unemployment fund and is responsible for defining automation solutions and product ownership. He explains that the solutions can be divided into three categories: application process automation, value-added tasks, and other processes.
Application Process Automation
This includes the pre-processing of new earnings-related allowance applications, checking and invoicing membership fees, and the automatic handling of adjusted and direct continuation applications.
“Automatic pre-processing of new applications a couple of weeks before actual handling ensures a smooth payment process. If information is missing from the application, the automation sends a request for additional details to the member, giving them the chance to provide the information without delaying payment,” Kaarni explains.
“Similarly, if the automation detects overdue membership fees, it sends an invoice so the application can be processed on time,” he adds.
Value-Added Tasks
Value-added automations include checks on tax accumulation and tax card type.
The first ensures on behalf of the member whether the income limit on their tax card is about to be exceeded and warns if the tax rate needs to be increased. The second informs the applicant if they have the option to apply for an amended tax card that allows a lower tax rate.
“These functions are not required of the unemployment fund, but we wanted to implement them because they can have a significant impact on the member’s livelihood,” says Kaarni.
Other Processes
In addition, the fund uses automations for membership joining and resignation processes, logging appeals, and handling garnishment payments for HR.
“These are individual use cases calculated to improve the member experience and reduce the workload of processors. They are routine but accuracy-critical tasks that, by automating, we have freed up employees’ time to serve members,” Kaarni explains.
Unemployment Fund of Service Union United PAM Benefits from Being a Pioneer in Automation
Thanks to the extensive adoption of automation, the fund’s efficiency has improved significantly. Application turnaround times are shorter than ever, and at the end of the month, queues are practically empty. Members receive the best possible service, and their trust in the organization has grown even further.
Work quality has also improved, as human errors in data checks have been eliminated. With automations handling routine tasks and checks, processors have gained the peace to focus on tasks requiring expertise.
“Investing in automation has proven to be a strategic decision that benefits all parties,” Kaarni concludes.
Smooth and Continuous Collaboration with Digia
Unemployment Fund of Service Union United PAM works extensively with Digia, with automation forming one area of collaboration. The nature of automation involves continuous development, as changing rules and updates to background systems often require changes to automations as well.
Kaarni praises Digia’s automation team as a professional and reliable partner with whom collaboration runs smoothly.
“Cooperation with Digia has been good from the start. Communication works, and changes and development ideas are implemented in as little as a couple of days. They also proactively bring their own suggestions to the table, for example, to improve quality control,” says Kaarni.
