A person who appeals against a refusal of financial social assistance can currently wait up to three months before receiving a response to their appeal. Why is this the case and how can we reduce this time?
In 2023, Halogen and Oslo Economics worked together with the State Trustee's Joint Services (STAF) to find solutions based on the following issues
By looking at the processing of complaints from the user's perspective, we see that the challenges are great for those concerned and that there is great potential to make the service more coherent. We have found a multifaceted set of challenges and many stakeholders involved who need to change the way they work.
We propose a vision to strive towards, and concrete solutions in both the short and long term.
The proposed solutions include
"We have gained more knowledge about what the challenges are and that we didn't necessarily know everything equally well. We have gained a broader understanding and thus a greater opportunity to do something about the causes of the problems."
Michael Baumann, Director of STAF and head of the project
The project is funded through the Stimulab scheme. The project group has been broadly composed and municipalities, state administration offices, system suppliers, the Digisos team, the Directorate of Digitization, the National Archives and KS have been involved.
STAF will continue to follow up the work in 2024 with the aim of developing concrete solutions that can also be transferred to other types of integrated services between the state and municipality. To succeed, it will be important to continue the broad involvement of the various stakeholders.
"This project has really opened my eyes to how costly the lack of standardization of processes and digital infrastructure is for citizens and the administration"
Bente Skipenes Meen, designer and studio manager
