Case Study: two large Swedish authorities streamline government processes with ServiceNow and Sopra Steria

Two Large Swedish Authorities handle hundreds of thousands of cases annually with Sopra Steria

Sopra Steria worked with two large Swedish authorities to address their challenge of inefficient, non-automated processes that relied on forms and spreadsheets, which delayed documents and decisions. This required a system to streamline operations and digitize daily work for their over 10,000 employees each.

The solution implemented by Sopra Steria involved developing and managing automated case management systems on the ServiceNow platform, including ITSM, HRSD, and ITOM modules. This included creating a unified portal for needs collection and various real-time integrations. As a result, the authorities achieved a significant reduction in administration, with the system now handling hundreds of thousands of cases per year and allowing time to be diverted to infrastructure development instead of incident handling.