IT Challenges and Best Practices
The Norwegian Labour and Welfare Service
Nina Aulie, ICT director17 September 2014
NAV, 19.04.23 Side 2
Prospects of further developments
We believe: •our organisational model is the right for us •we are shaped for meeting future challenges!
We believe: •our organisational model is the right for us •we are shaped for meeting future challenges!
NAV, 19.04.23 Side 3
Norway - some basic facts
385.000 square kilometers
19 county municipalities
428 municipalities
Population: 5.038.300 (2012)
Population growth 1.3 % (2011)
Birth rate: 2,0
Unemployment: around 2,9 %
1852 km air distance
south/north (Oslo/Naples)
Coast line 20.000 kmBergen263.762
Stavanger127.506
Trondheim176.348
Tromsø69.116
Kristiansand83.243
Oslo613.285
NAV, 19.04.23 Side 4
This is NAV
• Social security offices• Special units• About 9 000 employees
• PES local offices• Special units• about 3 500 employees
• Social part of municipality • about 4 000 employees
Social Insurance (goverment)
Public Employment Services(government)
Social service (municipality)
2006 – 2010 build partnership with all municipalities in Norway.
NAV, 19.04.23 Page 5
NAV Services and core activity
Many target groups – different needs
PensionsHealth
• Assistance to employ new staff
• Assistance in restructuring and downsizing
• Sickness leave• Employer register• NAV Employment
counselling services
Work
• Vacancies• Job search • Work and education
training• Income security • Employment schemes• Work and health• Inclusive workplace • Wage guarantee• Social Insurance Abroad
Family
• Parental benefit• Paternal quota• Cash for care
benefit• Child benefit• Child support
• Follow up service and
sickness benefit• Assistive
technology• Care benefit• Attendance
allowance
Social services
• Retirement pension• Contractual pension• Disability pension• War pension• Benefit in connection
with death
• Qualification Programme
• Financial support and advice
• Temporary housing support
• Voluntary work against poverty
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Special unit Administration
Special unitDisbursement
12 000 NOK/sec
NAV-office
Reception, information and
distribution
Internal organization
Contact centre
Unit for mailreception and
registration
User channels
Mail22 mill. documents
In person1 mill. visits
Internet 35 mill. visits
Telephone10 mill. calls
Mail reception and distribution
Reception, information and follow-up
Procedure
Disbursement ofbenefits
Structure of users’ interaction;The entry ways to NAV
Users
3,0 mill.
pr. year
Social mediaFacebook, chat
NAV, 19.04.23 Page 7
IT services for employees and employers
Registers– Job vacancies– CV database– 2 million unique user sessions each month
Online employment status form to be filled every 14 days– 80-100 000 forms are processed every week
Solutions for sickness benefits– NAV app for employers to follow up sick employees– 300 000 electronic sickness forms processed every month (90% of all reports)
Online solutions for other benefits– Parental leave: online forms, facebook page (best in 2013) and chat – Pension: applying online and automatic processing for 2/3
Production of labor market analysis
NAV, 19.04.23 Page 8
Our vision
Better for users
Better for NAV employees
Better for the society
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The Pension solution – first success on the road towrads digitalization
NAV has developed a pension solution that is unique:
– Self-service– Collecting data from
employers– Fully automated calculation– Simulation of future pension– Possible to apply online and
receive answer in few minutes– Possible to start a dialog with
NAV for support– 2/3 of applicants use it now!
ComputerWorld honors award 2012for Best human services
NAV, 19.04.23 Page 10
Upcoming IT solutions
Modernizing the landscape of benefits in order to:1. Offer more online services and more automatic processing2. Support new regulations and requirements by government3. Build for future with more reuse of common components and data sharing
with other public services
Covering:– Disability benefit with new solution online from 1.1.2015– Sickness benefit with new solution from 1.1.2015 : sickness reports, instant
messaging between sick person, NAV and health personnel to support dialogue, collecting data for processing other benefits (disability benefit, assistance for inclusive workplace, …)
– Electronic Dialogue with employers; project between NAV, tax administration and statistics Norway to share data that employers provide. Pilot use.
– Pension reform: updates– Digital communication with users; replacing letters. Pilot use. – Parental leave with new solution
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CHALLENGES AND BEST PRACTICES
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Users expect to meet NAV using new channels: always and everywhere
@NAVoslo@IANYTT
On-line
self-
serv
ices
Apps
Social media
NAV, 19.04.23 Page 13
NAVs new channel strategy
Client-group
(based on needs)
Simplify application-
process
Guiding the client towards
the right channel
Dialogue
Self-service
User interaction consists of a (digital)
letter
Serve automatically
Process and allocate benefit withouot client application (e.g. child support)
Advice client on the right channel (ie. Guiding towards selfservice or refer to F2F dialogue)
Adaptive communication
Making comm. understandable and accesible for the client (e.g. parental leave site on Facebook)
Making it as easy as possible to obtain benefit, support or service (e.g. retirement pension)
Guiding principles for the use of channels
E.g.: •Client is expecting a child•Client is seeking employment
NAV, 19.04.23 Page 14
MainframezOs
Technology trends impact our development and operation
Consolidated
Standardized
Automated
Flexible
Our vision
Info
tryg
d
Opp
drag
xxx
xxx
Superdome
Are
na
IBM WebSphere
PS
YS
x86
Virtual platform
Infrastruktur-as-a-Service
Applications
Cloud
Distributed platforms
FrameworksAgile development
Access everywhere
Legacy systems, some back to 1970s
NAV, 19.04.23 Page 15
IT divisions’ main challenges
Stretching to meetusers expectations
Stretching to meetnew regulations and digitalization strategyby government
Expected to share data and servicesin a secure way
Expected to providestable services whileusing new technologiesand lowering costs
qual
ity
avai
labi
lity
auto
mat
ion
Strategic planning
NAV, 19.04.23 Page 16
Some best practices
Business-oriented and user-driven development– Prioritization based on enterprise goals and business needs– User-friendliness and providing value for users
Consolidated software architecture– Goals and plans for architecture evolution on several levels:
enterprise, processes, IT, information, technology– SOA solution
Our priorities– Compliance with rules– Stable services– Better user experience– Security– Reuse and sharing
NAV, 19.04.23 Page 17
Some best practices
success
NAV, 19.04.23 Page 18
Thank you for your attention!