Case Study: Finnish Tax Administration achieves more human-centric death-related services with Siili Solutions

Finnish Tax Administration maps 50-organization death services with Siili Solutions

The Finnish Tax Administration, alongside the Digital and Population Data Services Agency, faced the challenge of a complex and fragmented process for citizens dealing with a relative's death. This life event involved numerous separate public and private entities, creating a bureaucratic and exhausting experience for grieving families. They partnered with vendor Siili Solutions to initiate a project to humanize and digitalize this journey through service and business design.

Siili Solutions facilitated a series of participatory workshops with over 50 organizations to map the existing process and co-create a future vision known as the Relative's Death concept. The solution designed a comprehensive, life-event-driven digital service to unify the user experience, automate tasks, and utilize data more effectively. While a full implementation is pending budget, the concept has been publicly published and includes a detailed roadmap. The project successfully crystallized a new operating model for customer-driven development and calculated that the proposed changes would generate remarkable savings for the involved operators over the years.

Finnish Tax Administration