UMA — the electronic case management system for

UMA - the electronic case management system for immigration 4. 6. 2014 Vesa Hagström Director of Information Management

UMA case management system • UMA is a joint case management system used by several authorities for cross-administrative handling of affairs concerning – – international protection immigration citizenship removal from the country • Furthermore UMA contains the customer database (the "alien registry"), electronic document archive, electronic services for the customers and a completely new reporting/statistics portal 2

UMA – historical back-ground • • • Started in 2004 because of the need to develop the asylum process (not an IT approach) In 2005 the development of all immigration processes was added to the scope – Designing the new IT-system ("UMA") started Call for tender in 2006 Accenture was chosen to deliver and implement the new IT system – Fixed price project of 4, 5 million euros IT project started 1. 4. 2007 Go-live of the first release in the end of 2010 Four major new releases every year e. Service for customers was introduced in 2012 Electronic archiving was introduced in 2013 – Together with intelligent document scanning pilots Renewed electronic services and pilots of semi-automated case management will be introduced in 2014 3

UMA case management system – goals… • Goals: – Enable electronic case management • Provide all data needed from different data sources electronically • All documents are moving electronically – – Enable electronic services for customers Enable electronic archiving, including long-time archiving High data security System should be flexible to be able to implement needed changes to processes as easy as possible • Legislation changes, process development, changes in operational environment – Improve the quality of cross-administrative immigration processes and make them more fluent – Improve the transparency of the immigration processes – Improve the overall productivity – Decrease the application handling times – Cut down the costs of immigration processes – Improve customer service and customer satisfaction – Make the reporting and statistics comprehensive. 4

5 A shift from paper-based sub-processes to one crossagency process Steering Ministry 1. Ministry 2. immigration policy programs Ministry 3. Steering Agency 1. Agency 2. Ministry 3. Agency 1. Process Ministry 1. Agency 2. Agency 3. Process IT IS IS PRE-UMA PROCESS PRE: Vertical budgeting and steering does not measure processes as whole PRE: Applications proceed on paper and stand in queue, partial optimization at expense of total performance of the processes PRE: Information systems with limited functionality, plenty of manual work. Separate, mostly manual interface to stakeholders IT IS UMA POST-UMA PROCESS IS POST: Integrated case management system. Improved support for daily tasks and process steering POST: Decreased handling times. POST: Electronic interfaces for all immigration processes POST: integration with other information systems

UMA "sandbox" Data interchange Finland Post Internet Enforcement Authorities Police IT Systems Prison Service PRH The Frontier Guard IT Systems Customers Register Offices District Courts Administrative International IT The Social Court Systems Social Ministry for Insurance Foreign Affairs / Institution Population Offices National Health Embassies of Finland Register Authorities Centre Legal Users Public Suomen Procecutors Register asiakastieto Ministry for Foreign The Frontier Centre Affairs / Embassies Guard Ministry of The Supreme Labour The Supreme The Finnish Administrative Police Administrative Court Security Police Courts of The Finnish Court Appeal Defence Forces The Finnish Tax National Bureau of Office Immigration Register Offices Investigationa service Labour Force Language Bureau Degrees Administrative Transporters Court Employment and Economic Employers Development Offices Minority Adoption Ombudsman Educational Organizations Extranet Establishments National Archives Interpreters/translators The largest user groups: Police, Border Guard, embassies around the world, Finnish Immigration Service, Reception Centres, Ministry of Employment and Economy, Local Register Offices, cities etc. The most important data exchange integrations: Police IT systems, Eurodac, Dublinet, SIS, Tax Administration IT systems, Administrative Courts IT system, electronic letters, orders of residence permit cards, social insurance institution IT systems, population information system, … 6

Electronic services for the customers • 01/2012 pilot launched for students' residence permits (first residence permit) • 10/2012 approx. 10 new applications were added to the service • 06/2013 five Finnish citizenship declaration forms and release from Finnish citizenship were added • During 2014 rest of the applications will be added • During 2014 the whole service will be renewed • 2012 in total 2200 applications via e. Service • 2013 in total 6037 applications via e. Service • 01 -04/2014 in total 2111 applications via e. Service • 01 -04/2013 in total 438 applications via e. Service • Most active user groups are students, researchers and interns. Also the number of citizenship applications is growing fast.

Electronic services for the customers • e. Services have the whole lifecycle of an application: – Submitting the application – Adding attachments – Paying the application fee – Selecting the service point to visit – Looking at the handling situation of an application – Asking for additional information – Adding additional information / attachments during the process – e. Mail and SMS notifications – Delivery of the desicion (or information that the decision is ready) Tekijä 8

UMA in use • • • UMA Go-Live in November 2010 was successful We reached the normal level in case management performance in three weeks Key usage statistics – 4. 000 users use UMA in their daily work – Over 2 million measures done annually • measure = initiations, notifications, decisions, deportations, etc. • • • – Over 100. 000 decisions annually made by Migri and the Police – Over 21 million data exchange messages annually through integrations of various IT systems with UMA e. Service for customes introduced in 2012 has become a significant service channel – Over 50% of students apply on-line (firsts residence permits) – Over 25% of citizenship applications through e. Service Increased productivity in Migri 2006 -2013: 34% Cost-savings in Migri in 2013 compared to 2006: 4, 5 m€ / year. 9

10 UMA - Challenges • Lack of government-wide immigration ownership, common steering, common budgeting and common goals for immigration – We have a cross-administrative IT system that covers all immigration processes but still too much focus is on the efficiency of subprocesses instead of the whole processes • Digitalizing of all documents is still ahead of us – Change from paper-based case management to electronic case management is a big change in every day work of an official. The needed "cultural change" will take some time. • Decrease of both IT and operational budgets: The achieved productivity in immigration processes supported by modern IT is not enough • Future changes in responsibilities between Finnish Immigration Service and the Police – Extensions of residence permits, the beginning and the end of the asylum process

Evolution Traditional case management Electronic case management Automated case management Self-serviced case management Tekijä 11

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