Keusote introduces digital workers alongside human employees – first large-scale rollout in the public healthcare sector
Keusote aims to transform knowledge work, strengthen service quality and develop new operating models to support expert work. The agreement with Sofigate, worth several million euros, was signed in early June.
The Wellbeing Services County of Central Uusimaa (Keusote) has selected business technology company Sofigate to deliver its AI-assisted expert services and AI agent library. Together, the organisations will build an operating model in which experts and digital workers work side by side. The goal is to create a continuously evolving agent library that can be widely utilised across different specialist roles and development activities within the wellbeing services county.
This marks the first deployment of a digital workforce on this scale in the public healthcare sector.
“This represents a significant shift in the way experts work within a wellbeing services county. In the future, digital workers will support them as part of their everyday work. The use of AI is expanding from individual use cases to organisation-wide operating models,” says Lauri Kivistö, Head of Public Sector Services at Sofigate.
The collaboration is based on Sofigate’s Business Technology Standard framework, with solutions tailored to Keusote’s operating environment. The initiative also includes the development of Keusote’s own AI Factory operating model, as well as other solutions customised to the wellbeing services county’s specific needs.
“At Keusote, we want to be at the forefront of transforming knowledge work. Our strategic objective was to find a partner that could help us create a controlled, secure and continuously evolving agent library for use across a wide range of specialist roles. Sofigate’s expertise and the selected operating model ensure that AI agents become a genuine part of our organisational processes, starting with ICT and gradually expanding into other expert functions,” emphasises Hanna Downton, ICT Area Manager at Keusote.
According to Niina Uusi-Autti, Deputy CEO and Chief Capability Officer at Sofigate, the collaboration represents a significant step forward in the transformation of knowledge work across the public sector.
“This initiative demonstrates how organisations can improve productivity and develop their operations by transforming the way work is carried out with the help of AI. Our experience shows that AI agents can enhance expert work, reduce errors and free up time for more impactful work. The scope and ambition of this initiative are exceptional, and we value the opportunity to act as Keusote’s strategic partner on its AI journey,” says Uusi-Autti.
Wellbeing services counties are seeking new operating models
The new agreement between Keusote and Sofigate builds on a long-term development partnership.
“Individual AI agents have already been introduced in different contexts, but an AI-assisted operating model of this scale and breadth has not previously been implemented. We are talking about industrial AI, where the objective is to influence the way an entire organisation operates,” says Kivistö.
Keusote will begin using AI-assisted expert services in areas such as project management and service development. Digital workers will gather information from multiple sources, analyse alternatives and produce consistent documentation to support decision-making.
“The objective is to improve both productivity and scalability while ensuring consistent service quality. At the same time, we can support the work of employees in a situation where wellbeing services counties are facing skills and resource shortages,” says Kivistö.
The operating environment of wellbeing services counties is undergoing significant change, and Keusote has begun developing new solutions that support evolving needs and ways of working.
“Covering accumulated deficits and balancing our finances are among our most important objectives, and we are pursuing the required productivity improvements through major development initiatives. To implement these changes effectively with our current limited resources, we are introducing AI agents that standardise our operating models and ensure quality and process efficiency,” states Downton.
Planning of the operating model will begin during the summer, with deployment starting in the autumn.
Further information:
Lauri Kivistö, Head of Public Sector Services, Sofigate
lauri.kivisto@sofigate.com
+358 40 517 5914
Media enquiries:
Anna de Torres, Chief Marketing and Communications Officer, Sofigate
anna.de.torres@sofigate.com
+358 50 576 6015
Sofigate is the leading business technology company in the Nordics. We are pioneers in enterprise-level AI services, combining our unique expertise in business transformation, AI agents and leading technology platforms such as ServiceNow and Salesforce. We are the founder of the Business Technology Forum and the developer of the globally used Business Technology Standard, BTS. Our team of over 800 experienced professionals supports customers across six countries and nine offices in Finland, Sweden, Norway, Denmark, Hungary and Poland.
Sofigate’s net sales amount to EUR 150 million, and the company is primarily owned by its management and employees. More information: sofigate.com
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