Case Study: SO (Swedish unemployment funds agency) achieves instant, digital member services and 28-system consolidation with Pegasystems' Pega Customer Service

With Pega, SO Shows Government How Digital is Done

SO is the government organization that manages Sweden’s unemployment funds, serving 3.5 million members across 28 individual funds. Facing a shift to almost entirely mobile users and a goal of digitalization, automation, and better self-service, SO needed a high-availability, streamlined way to process registrations and weekly benefit information—an old paper-based workflow could take up to four weeks and relied on 28 disparate systems.

By implementing the Pega Customer Service application, SO created a single mobile-enabled platform that lets members register and submit weekly unemployment information in seconds. The new solution consolidated 28 systems into one, scaled to handle 3.5 million users, reduced processing time from weeks to seconds, and significantly lowered operational costs.

SO

Joakim Kruse

CIO