Labour Market Administration in Uppsala Municipality - Titus for AI-Based Caseworker Support

Background

The Uppsala Labor Market Administration has approximately 650 employees divided into five departments that handle issues related to financial assistance, labor market initiatives, adult education and business support on a daily basis. Employees need to be able to quickly navigate a large and changing set of procedures, guidelines and governing documents in order to make correct decisions in their daily work. The department uses RiTA—the municipality’s name for Softrobot’s product Titus—an AI platform that securely manages operational assistants and agents; at the Labor Market Administration, it provides caseworkers with evidence-based answers derived from the department’s own documents. RiTA enables open-ended queries and searches across a current database of approximately 670 documents while providing source references, thereby improving caseworkers' access to accurate information and reducing the need for manual searching.

What is RiTA?

RiTA (Rätt Information Till Användaren — “The Right Information for the User”) is an AI-based caseworker support tool that gives staff reference-based answers grounded in the administration's own governing documents.

The service is built on an AI assistant that uses language models to understand users' questions and formulate answers. The assistant has access to the administration's knowledge base, currently comprising around 670 documents, and delivers answers with source citations so users can always verify the information.

RiTA is tailored to reflect the administration's own terminology and can distinguish documents by division through a tagging system, so that each employee receives answers relevant to their own area of work.

The service was originally developed in collaboration between Uppsala Municipality and Softrobot as part of a Vinnova-funded innovation project that began in 2023. After a pilot period, the municipality procured the service in March 2026 — clear proof that the solution has moved from experiment to a tool in daily operational use.

How RiTA is used

RiTA is used by staff across all five divisions of the Labour Market Administration: Financial Assistance, the Labour Market Division, Adult Education, Development and Service, and the Central Staff Unit.

Usage ranges from simple questions about booking meetings to complex assessment questions concerning benefit calculations.

Since launch, 510 users have asked RiTA questions. Over the past 12 months, more than 10,300 questions have been asked, averaging 17 questions per month per active user.

Ongoing improvement work

A central part of the collaboration is the iterative way of working. The service enables, for example, GAP analyses of information gaps and questions that could not be answered.

A GAP analysis reviewed 345 such questions since January 2026 and identified concrete root causes: missing documents in the knowledge base (54.5%), existing documents that were not matched correctly (13%), and questions outside the service's current scope (9.3%).

The results are used to prioritize actions for both the administration and the supplier. They also inform an ongoing dialogue about how the solution should continue to be developed and improved.

The administration and the supplier meet every other week for follow-up and planning. Employees can give feedback directly within the service, and this input guides ongoing development.

Impact on operations

RiTA is a platform that gathers the administration's governing documents and lets employees find information in one place. Navigating and finding the right information can be time-consuming work, and RiTA helps employees find what they need more quickly.

RiTA can also help employees get information specific to the task at hand. Where a handbook or guideline may contain more content than the employee is actually looking for, RiTA can help surface what's relevant to the specific question.

The effects depend on how the question is phrased — better-formulated questions produce more precise answers.

RiTA delivers the greatest impact in parts of the organization that handle a wide variety of questions and need to consult many different sources to find answers. There, RiTA can help employees search multiple sources at once and get an answer to the specific question where support is needed.

National context

Uppsala Municipality's work with RiTA is in line with several national initiatives. In February 2026, the Swedish government decided on Sweden's first comprehensive AI strategy, with the ambition for Sweden to become the best in the world at using AI in public administration.

DIGG (the Swedish Agency for Digital Government) has highlighted RiTA as a reference example of AI initiatives in the public sector, and the planned national AI workshop initiative aims to enable exactly this type of solution to be shared and reused across municipalities, regions, and government agencies.

Uppsala Municipality's Labour Market Administration and Softrobot Sweden AB, May 2026.