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

NAV, 19.04.23 Page 6

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

NAV, 19.04.23 Page 11

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!