1. IT Challenges and Best Practices The Norwegian Labour and Welfare Service Nina Aulie, ICT director 17 September 2014

2. NAV, 03.07.2015Side 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 !

3. NAV, 03.07.2015Side 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 km Bergen 263.762 Stavanger 127.506 Trondheim 176.348 Tromsø 69.116 Kristiansand 83.243 Oslo 613.285

4. NAV, 03.07.2015Side 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.

5. NAV, 03.07.2015Page 5 NAV Services and core activity Many target groups – different needs Pensions Health 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

6. NAV, 03.07.2015Page 6 Special unit Administration Special unit Disbursement 12 000 NOK/sec NAV-office Reception, information and distribution Internal organization Contact centre Unit for mail reception and registration User channels Mail 22 mill. documents In person 1 mill. visits Internet 35 mill. visits Telephone 10 mill. calls Mail reception and distribution Reception, information and follow-up Procedure Disbursement of benefits Structure of users’ interaction; The entry ways to NAV Users 3,0 mill. pr. year Social media Facebook, chat

7. NAV, 03.07.2015Page 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

8. NAV, 03.07.2015Page 8 Our vision Better for users Better for NAV employees Better for the society

9. NAV, 03.07.2015Page 9 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

10. NAV, 03.07.2015Page 10 Upcoming IT solutions  Modernizing the landscape of benefits in order to: 1. Offer more online services and more automatic processing 2. Support new regulations and requirements by government 3. 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

11. NAV, 03.07.2015Page 11 CHALLENGES AND BEST PRACTICES

12. NAV, 03.07.2015Page 12 Users expect to meet NAV using new channels: always and everywhere @NAVoslo @IANYTT On-line self-services Apps Social media

13. NAV, 03.07.2015Page 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

14. NAV, 03.07.2015Page 14 Mainframe zOs Technology trends impact our development and operation Consolidated Standardized Automated Flexible Our vision Infotrygd Oppdrag xxx Superdome Arena IBM WebSphere PSYS x86 Virtual platform Infrastruktur-as-a-Service Applications Cloud Distributed platforms Frameworks Agile development Access everywhere Legacy systems, some back to 1970s

15. NAV, 03.07.2015Page 15 IT divisions’ main challenges Stretching to meet users expectations Stretching to meet new regulations and digitalization strategy by government Expected to share data and services in a secure way Expected to provide stable services while using new technologies and lowering costs quality availability automation Strategic planning

16. NAV, 03.07.2015Page 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

17. NAV, 03.07.2015Page 17 Some best practices Business- oriented Prioritization based on corporate goals and business needs Providing value for users (employees and end users) Service- oriented IT-portfolio with SOA Consolidated software architecture Standardization, reuse and sharing Quality- oriented Compliance with rules Stable services Secure User-friendly success

18. NAV, 03.07.2015Page 18 Thank you for your attention!