UMA - the electronic case management system for immigration

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

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 • FurthermoreUMAcontains the customerdatabase (the "alienregistry"), electronicdocumentarchive, electronicservices for the customers and a completely new reporting/statisticsportal

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

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

7. Electronic services for the customers • 01/2012 pilotlaunched for students' residencepermits (firstresidence permit) • 10/2012 approx. 10 new applicationswereadded to the service • 06/2013 fiveFinnishcitizenshipdeclarationforms and release fromFinnishcitizenshipwereadded • During 2014 rest of the applicationswillbeadded • During 2014 the wholeservicewillberenewed • 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 • Mostactiveusergroupsarestudents, researchersand interns. Also the number of citizenshipapplications is growingfast.

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)

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.

10. UMA - Challenges Lack of government-wideimmigrationownership, common steering, common budgeting and common goals for immigration Wehave a cross-administrative IT systemthatcoversallimmigrationprocessesbutstilltoomuchfocus is on the efficiency of sub-processesinstead of the wholeprocesses Digitalizing of alldocuments is stillahead of us Changefrompaper-based case management to electronic case management is a big change in everydaywork of an official. The needed "culturalchange" willtakesometime. Decrease of both IT and operationalbudgets: The achievedproductivity in immigrationprocessessupportedbymodern IT is notenough Futurechanges in responsibilitiesbetweenFinnishImmigration Service and the Police Extensions of residencepermits, the beginning and the end of the asylumprocess 10

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

12. Thank you!