IT Challenges and Best Practices
The Norwegian Labour and Welfare Service
Nina Aulie, ICT director
17 September 2014
Prospects of further developments
We believe:
• our organisational model
is the right for us
• we are shaped for meeting
future challenges!
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Side 2
Norway - some basic facts
 385.000 square kilometers
Tromsø
69.116
 19 county municipalities
 428 municipalities
 Population: 5.038.300 (2012)
 Population growth 1.3 % (2011)
 Birth rate: 2,0
Trondheim
176.348
 Unemployment: around 2,9 %
 1852 km air distance
Oslo
613.285
south/north (Oslo/Naples)
 Coast line 20.000 km
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Bergen
263.762
Stavanger
127.506
Kristiansand
83.243
Side 3
This is NAV
Social Insurance
(goverment)
• Social security offices
• Special units
• About 9 000 employees
Public Employment Services
(government)
• PES local offices
• Special units
• about 3 500 employees
Social service
(municipality)
• Social part of
municipality
• about 4 000 employees
2006 – 2010 build partnership with all municipalities in Norway.
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Side 4
NAV Services and core activity
Many target groups – different needs
• Parental benefit
• Paternal quota
• Cash for care
benefit
• Child benefit
• Child support
Family
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• Assistance to
• Vacancies
employ new staff
• Job search
• Work and education • Assistance in
restructuring and
training
downsizing
• Income security
• Employment schemes• Sickness leave
• Employer register
• Work and health
• Inclusive workplace • NAV Employment
counselling
• Wage guarantee
services
• Social Insurance
Abroad
Work
• Qualification
Programme
• Financial support and
advice
• Temporary housing
support
• Follow up
• Voluntary work
service and
sickness benefit against poverty
• Assistive
technology
• Care benefit
• Attendance
allowance
Health
Social services
• Retirement pension
• Contractual pensio
• Disability pension
• War pension
• Benefit in connectio
with death
Pensions
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Structure of users’ interaction;
The entry ways to NAV
User channels
Internal organization
Social media
Facebook, chat
Internet
35 mill. visits
Telephone
10 mill. calls
Special unit
Administration
Contact centre
NAV-office
Reception,
information and
distribution
Procedure
Users
3,0 mill.
Reception, information
and follow-up
In person
1 mill. visits
Mail
Unit for mail
reception and
registration
Special unit
Disbursement
12 000 NOK/sec
22 mill. documents
Mail reception
and distribution
Disbursement of
benefits
pr. year
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IT services for employees and employers
 Registers
– Job vacancies
Production
– CV database
– 2 million unique user sessions each month
of labor market analysis
 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
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Our vision
Better for users
Better for the
society
Better for NAV
employees
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Page 8
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 2012
for Best human services
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Page 9
Upcoming IT solutions
 Modernizing the landscape of benefits in order to:
Offer more online services and more automatic processing
Support new regulations and requirements by government
Build for future with more reuse of common components and data sharing
with other public services
1.
2.
3.
 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
Apps
@NAVoslo
@IANYTT
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Social media
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NAVs new channel strategy
Guiding principles for the use of channels
Clientgroup
(based on
needs)
E.g.:
• Client is
expecting a
child
• Client is
seeking
employment
Serve
automatically
Process and
allocate benefit
withouot client
application (e.g.
child support)
Simplify
applicationprocess
Making it as easy
as possible to
obtain benefit,
support or service
(e.g. retirement
pension)
Adaptive
communication
Making comm.
understandable and
accesible for the
client (e.g. parental
leave site on
Facebook)
Guiding the
client towards
the right
channel
Advice client on
the right channel
(ie. Guiding
towards
selfservice or refer
to F2F dialogue)
Dialogue
Self-service
User
interaction
consists of
a (digital)
letter
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Page 13
Technology trends impact our development and
operation
Access
everywhere
Cloud
Consolidated
Distributed
platforms
Standardized
Automated
Flexible
Frameworks
PSYS
Arena
xxx
xxx
Legacy systems,
some back to 1970s
Oppdrag
Infotrygd
Agile
development
Our vision
Applications
Virtual platform
IBM
WebSphere
Mainframe
zOs
Superdome
x86
Infrastruktur-as-a-Service
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IT divisions’ main challenges
Stretching to meet
users expectations
Expected to provide
stable services while
using new technologies
and lowering costs
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Strategic planning
Stretching to meet
new regulations and
digitalization strategy
by government
Expected to share
data and services
in a secure way
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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
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Some best practices
• Prioritization based on corporate goals and business
needs
Business- • Providing value for users (employees and end users)
oriented
Serviceoriented
Qualityoriented
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success
• IT-portfolio with SOA
• Consolidated software architecture
• Standardization, reuse and sharing
•
•
•
•
Compliance with rules
Stable services
Secure
User-friendly
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Thank you for your attention!
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