Government case study
Workflow automation for PERKESO
Innolytic built workflow automation for PERKESO covering case distribution by officer capacity, rule-based approvals with a quality-review queue, and automatic reminders and deadline checks. The work is named with PERKESO's consent. This page describes the capabilities delivered and publishes no performance figures or internal system details.
- Client
- PERKESO (Social Security Organisation)
- Sector
- Government social security
- What we delivered
- Workflow automation system
What was the challenge?
A national employment insurance service handles a steady flow of applications, claims and payments. Each one has to reach the right officer, follow the policy in force on its date and be paid exactly once.
Doing that by hand means officers chasing assignments, checking the same rules repeatedly and tracking deadlines in their heads. Policy changes add risk, because old and new cases follow different rules.
How did we approach it?
- Intake
- Assign
- Review
- Payment
We modelled the work as a set of rule-driven workflows: intake, assignment, review and payment, with every automatic decision recorded and every exception routed to a person.
Policy values sit in a versioned rules engine instead of the code, and long-running steps such as reminders and payment status checks run in a durable workflow engine that survives restarts and outages.
What does the system do?
Fair case distribution
Cases rotate across eligible officers by role, branch, workload and approval limits, with a daily auto-assign and a sweeper for unassigned work.
Priority routing
Cases from high-volume employers go to a dedicated group first and fall back to the national pool.
Letter automation
Letters approve automatically when the response window passes, with follow-up monitoring and batch extension checks.
Approval with review
Straightforward applications are approved automatically, and looser approvals are queued for headquarters review.
Duplicate checks
Payments matching an earlier one on holder, transaction, case and person are held before payout.
Versioned rules
Allowances, rates, limits and required documents change by version and start date, without a code release.
Reliable workflows
Reminders, service-level timeouts, payment gap detection and bank status sync resume after any interruption.
Eligibility checks
Eligibility is confirmed against external government systems, with retries and safe fallback.
Document-ready data
A structured model stores document reading status and results, ready for an OCR engine.
What changed?
- Officers receive work automatically instead of picking it from a shared list.
- Policy changes are made by administrators, with past cases kept on their original rules.
- Every automatic decision is recorded with the rule that triggered it.
- Payments are checked for duplicates before money leaves.
