1. UMA - the electronic case management system for immigration 4.6.2014 Vesa Hagström Director of Information Management

2. 2 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

3. 3 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 eService 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

4. 4 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.

5. POST-UMA PROCESS PRE-UMA PROCESS A shift from paper-based sub-processes to one cross- agency process 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 Ministry 1. Ministry 2. Ministry 3. Steering Agency 2. Agency 3. Agency 1. Process IS IT Agency 2. Agency 3. Agency 1. Process UMA IT Ministry 1. Ministry 2. Ministry 3. Steering immigration policy programs 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 5 IS

6. UMA "sandbox" 6 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, … Internet Customers Extranet Transporters Interpreters/translators Language Degrees Educational Establishments Employers Adoption Organizations National Archives Data interchange Population Register Centre The Social Insurance Institution of Finland Courts of Appeal Social Offices Finland Post Enforcement Authorities Tax Office PRH District Courts International IT Systems The Frontier Guard IT Systems Ministry of Labour Police IT Systems National Health Authorities Suomen asiakastieto Public Procecutors Legal Register Centre The Supreme Administrative Court Register Offices Ministry for Foreign Affairs / Embassies Prison Service Administrative Court Users The Finnish Immigration service National Bureau of Investigationa Police Ministry for Foreign Affairs / Embassies Administrative Court The Supreme Administrative Court The Frontier Guard The Finnish Security Police Employment and Economic Development Offices Minority Ombudsman Labour Force Bureau The Finnish Defence Forces Register Offices

7. 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 eService 2013 in total 6037 applications via eService 01-04/2014 in total 2111 applications via eService 01-04/2013 in total 438 applications via eService Most active user groups are students, researchers and interns. Also the number of citizenship applications is growing fast.

8. Electronic services for the customers eServices 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 –eMail and SMS notifications –Delivery of the desicion (or information that the decision is ready) Tekijä 8

9. 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 eService 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 eService Increased productivity in Migri 2006-2013: 34% Cost-savings in Migri in 2013 compared to 2006: 4,5 m€ / year. 9

10. 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 sub- processes 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

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

12. Thank you!