The objective of this thesis was to create a maximum payment limit workflow improvement plan. The plan guides the development process inside the Apotti-system. The need for improvement was identified in the case organization based on feedback from the end users who are the welfare area customer fee unit employees.

The study was done by using the applied action research approach. The data for this study was gathered by using the questionnaire, interviews, workshops, and internal documents. The current state analysis identified two types of problems related to the maximum payment limit workflow: usability and time. The workflow was seen as partially slow, and some tools did not work similarly in all the parts of the process. The theoretical framework focused on exploring the topics related to usability and time as part of the business process improvement.

The outcome of this thesis was an improvement plan that proposed how to resolve the two pain points, improving usability and time, based on co-creation with the end-user organization, including the Apotti application coordinators and end-users.

The improvement plan included such proposed actions as improving the reporting to include more data from different sources and having a calculator inside the report to speed up the inspection phase. Workqueue will catch more residents to be inspected by the end-user and there will be a possibility to add other welfare areas invoices to the system for reporting purposes, also the maximum payment limit certificate will be improved to have more data and different versions. The plan also included the planned schedule for implementation. The proposed improvements, when implemented should help the case company and its customers by offering a better and faster service with improved usability. By streamlining this process, the organization can improve its productivity and better focus its employees on what truly matters.