Accelerating digital transformation in the Public Sector
Transforming services to provide excellence and security with existing staff and budgets is a common challenge facing public sector organizations from municipalities to government agencies. Digital Workers are a flexible and efficient solution to the problem.
Digital Workforce has worked with the public sector supporting government agencies and large urban municipalities since 2015. Intelligent Process Automation (IPA) and applications related to Artificial Intelligence (AI) have been in high demand. Together, these two technologies support significant productivity gains.
Residents get their case finished at any hour
Residents expect service at any hour, in their own language, and public budgets are not growing. OuluBot shows what works. The City of Oulu's AI agent has served residents around the clock since 2020, with software robots doing the work behind the answer. Digital Workforce with boost.ai now offers the same model as one operated service, in chat and on the phone.
Every resident gets the same answer in their own language
Fewer service points are open, so the service has to reach the resident. AI agents read meaning rather than keywords, so Finnish compounds and dialect still get the right answer. Every Nordic language is covered. The chat panel is independently audited at WCAG AAA, above the AA level most tenders ask for, and we keep your configuration at that level.
Your case management updated while waiting
The service authenticates the resident, using the identity method you already run. It then opens the case management system and makes the change. Where a system has no API, our intelligent automation works it the way your staff do. You get an audit trail in two halves: what was said, and what was done. That is the record your AI committee will ask for.
Service quality holds while the cost comes down
Public organisations are asked to cut operating costs while service quality holds. The service must be at least as good as a person. You buy finished requests under one agreement and one SLA. When volume grows, you do not have to hire more.
The conversation can now be automated to the same standard as the work behind it.
Case study
Södertälje – a Swedish municipality, and digital forerunner – turned to bots
to ensure effective operations and excellent customer service during the COVID-crisis
Case study
City of Oulu’s successful innovation project OuluBot moves to production
OuluBot is Finland’s first digital customer service agent that combines AI and software robotics. It provides residents with extensive and multichannel information 24/7.
Heatmap for Public Sector processes
Automation potential
High
Automation potential
Medium
| Central Government | Safety & Defence | Education & Culture |
|---|---|
| Health & Social Care | Finance & Tax |
| Pension & Benefits | Justice & Control |
| Local Government & Non-Governmental | Health & Social Care | Education & Culture |
|---|---|
| Infrastructure & Environment | Safety & Rescue |
| Growth Services | Nonprofits |
| Value Streams | Customer Service | Case, Record & Document Management | Finance | HR | IT | Sourcing | Risk, Quality & Audit |
|---|
Process examples
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