Case Study: Shared Service Centre of the Dutch Custodial Institutions Agency achieves faster, better public services with UiPath automation

Custodial Agency at the Dutch Ministry of Justice uses automation to improve services for residents of the Netherlands

The Shared Service Centre of the Dutch Custodial Institutions Agency (DJI), part of the Dutch Ministry of Justice and Security, needed a way to handle growing workloads, legacy systems, and limited staff while improving service quality for citizens and detainees. UiPath Business Automation Platform was chosen to help the organization accelerate response times, reduce errors, and streamline administrative processes across finance, procurement, HR, and facilities.

Using UiPath, DJI launched a phased RPA program that scaled from early proofs of concept to 100 robots in four years. The automation program has saved about 50,000 labor hours per year and reallocated an average of 35 FTEs annually, while enabling faster turnaround on key services such as adding phone credits for 15,000 inmates in three days instead of three weeks and issuing “Good Conduct” certificates in about an hour instead of three days.