The past couple of years have been marked by similar themes – a complex and uncertain external environment, cost-cutting pressures, and other circumstances demanding rapid adaptation. Despite this, we have managed to maintain the high-quality of our services and have found several smart, integrated solutions that enable more cost-effectively delivery of services, without compromising on quality. This is also reflected by our consistently high customer satisfaction levels.
SSSC by the numbers
The largest growth in our customer base last year occurred in our new document management and archiving service, which now has 22 customers. During the year, the Document Management and Archiving Services Department registered over 89,000 documents and responded to 333 archive enquiries. Preparations also continued for the roll-out of DORIS, the state’s unified document management system.
By the end of the year, 81% of central government entities –205 institutions in total – were using the financial accounting service. On average, each SSSC accountant processed 1,382 purchase invoices. The payroll and HR accounting service had 204 customers by the end of the year.
Last year we carried out a record 457 public procurements for our customers. The quality of our procurement procedures is demonstrated by the exceptionally low dispute rate of just 0.9%.
In the field of subsidies, the target set by the Government of the Republic was met by the end of the year: over 25% of the available funds from the current EU structural funds period had been disbursed.
As an implementing agency, the SSSC organised 34 application rounds during the year and funded 1,076 projects. Total subsidy disbursements by the SSSC amounted to EUR 491 million in 2025.
Consistently high customer satisfaction
We are very pleased that customer satisfaction with our services remains consistently high. Customer satisfaction with our accounting services (payroll and HR accounting, and financial accounting) exceeds 75%, while 84% of customers are satisfied with our public procurement organisation services – a very high figure. Satisfaction with the SSSC as a subsidy implementing agency stands at 77%. The satisfaction rate for document management and archiving services has also increased each year, reaching 43% in 2025. These results demonstrate the dedication of our employees, who continue to provide customers with the support, guidance, and expertise they need.
What are the main objectives for 2026?
To be able to deliver high-quality support services and an efficient subsidy management system, it remains essential to invest in employee development, improve processes, create integrated solutions, expand the customer base, and advancing information technology. A major focus this year, as in previous years, will be testing the capabilities of AI and developing AI-based solutions.
The SSSC’s management report for the previous year is available in Estonian here.
