INPS’ Communication Systems Are Turning Virtual and Multi-channel:
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Transcript of INPS’ Communication Systems Are Turning Virtual and Multi-channel:
International Conference on Information Technology in Social Security
INPS’ Communication Systems Are Turning Virtual
and Multi-channel:
How New Technologies Are Working for End-users
By Dionigi SpadacciaDirector, Technological Innovation and Communication Systems for INPS Users
Valencia, October 14 - 16, 2002
International Conference on Information Technology in Social Security
e-Government / e-Administration in Social Security
the world’s technological scenario and the exponential growth of ITC has
opened up innovative and converging solutions. This is true both for computer-
driven applications and for wired and wireless telephones;
the quick spread of new modes of communication has given rise to new needs
and expectations among end-users concerning the various ways of getting in
touch with a service agency.
International Conference on Information Technology in Social Security
Civil Service is going through a time of radical, ground-breaking evolution,
fostered by legislators and governments and speeded up by the immediate
availability of computer and telecommunication technologies.
Holding on to steering operations at the central level and handing over day-to-day
chores to local agencies must not weigh down on service dependability for private
citizens and corporations nationwide. It should instead narrow regional gaps and
promote easier access to services.
The scope and make-up of users’ pools may vary considerably among public
bodies in welfare services. Among INPS’ users we find such diversified groups as
public and private bodies, private citizens and corporations, service suppliers and
intermediaries.
e-Government / e-Administration in Social Security
International Conference on Information Technology in Social Security
PRIVATE AND CORPORATE CITIZENS
middlemen
ACCESS CHANNELSStationary
And mobile phonesCallCentres
Internet Self ServiceiTellers
PubblicTellers
PORTALS
RUPA
CENTRAL P.A.s LOCAL P.A.s
The Embodiment of a Virtual Company
International Conference on Information Technology in Social Security
INPS as a Public Corporation 95% of all applications are automated
480 internet-connected, service outlets throughout its territory
30,000 PC-enabled staff, all on-line
2,000 monitoring computer kits with wireless connections
Over 18 million pension cheques paid out every month
Managing a turnover of about 200 million Euros (dues collection and benefits disbursements)
Internet connection with central and local Public Service Agencies, banks, postal services, utility companies, chambers of commerce, industry associations, worker protection agencies, consulates, Fiscal Counselling Services, labour consultants, townships, regional governments
Data-base: over 7 TeraByte - Computation output: 3,000 Mips
Application range: 60,000 Kloc
International Conference on Information Technology in Social Security
16 million pensioners
25 million insured individuals (employees, non-EU workers, agricultural workers, semi-dependent workers, domestic workers, independent workers)
1.5 million companies
300,000 PIN assigned to private citizens;
10,000 active outlets opened up within 7,000 municipalities for services offered in cooperation with INPS
5,500 active outlets at workers’ protection agencies for on-line services with INPS
6,000 active outlets at Fiscal Counselling Services
16,500 active outlets at various labour consulting agencies
And also: working relationships with industry associations, Local Healthcare Outlets, universities
INPS and customers
International Conference on Information Technology in Social Security
INPS and E-Government
User-centered
On-line availability of access points around the clock, any day, any time
Multi-channel access to all services
Overcoming the digital divide
Streamlining contacts with users
Synergy with other bodies and agencies
Replacing hard copies with optical and computer ones
Work sorted and carried out by processes
International Conference on Information Technology in Social Security
INPS & e-Government
Data from 2001 and trends in 2002
over 17 million documents sent over the network
6 million callers on our INPS internet site
internet users up by over 200% in 2002
5 million pages browsed every month
over 3,600,000 telephone calls to our Call center
700.000 outbound phone contacts
over 45 billion Lire: amount called off on income return papers via the Call
center
over 98.000 service phone calls in languages other than Italian
International Conference on Information Technology in Social Security
INPS e-Government
109,000 colf on-line registrations (internet / call center / intranet)
over 1,600,000 payments claims for social benefits for a total of over
1,500 million Euros
over 1,300,000 AII (Available Income Indicator) reports filed via
internet, from about 4,100,000 individuals
5,877,813 MD forms sent out between January 1st and October 8th,
2002 (about 50% of all companies files MD forms on-line)
International Conference on Information Technology in Social Security
Services dispensed by INPS may be obtained:
at its regional counters
from its internet site www.inps.it
from the companies’ portal www.impresa-gov.it
by phoning its Call Center 164.64
through the internet site wai.inps.it for the visually impaired
at Self Service counters
by linking on to the sites of local and intermediary agencies
INPS and its services over the network
International Conference on Information Technology in Social Security
INPS and its services over the network
INPS’ multi-channel network has been integrated to provide:
consistency: each user may choose from a variety of routes to
access services by whichever way he or she selects, obtaining
each time the same quality of service;
custom-made applications: each user may request information
over the phone or “break in” at any stage of an application’s
progress by internet, or at a local INPS’ counter, or the other
way around.
International Conference on Information Technology in Social Security
internet
Call Cent
erINPS
offices
Brokers
self service
Cu
sto
mers
an
d
Com
pan
ies
INPS
Information System
Cen
tral an
d L
ocal
Ad
min
istr
ati
one-mail
An integrated model for INPS contact network
International Conference on Information Technology in Social Security
The internet site www.inps.it
it is designed to supply information and managing
services
it is meant for different user groups (private citizens, companies,
central and local Public Service Agencies, worker protection agencies,
industry associations, Fiscal Counselling Services), dispensing both
B2C (business to consumer) and B2B (business to business) services
International Conference on Information Technology in Social Security
www.inps.it - Managing Services
Services to private citizens (assigning PINs on-line, statements of account, reckoning future monthly pension payments, Actual Income Ascert. and ObisM duplicates, registering domestic and semi-dependent workers, form-filing on-line)
Service to companies and labour consultants (delivery and perusal of MD forms, statements of account)
Services to townships and other agencies (managing income-related social benefits, management of AII (Available Income Indicator), change of address, death report form, status report on files and payments, pensioners’ roll-call)
Services to Fiscal Counselling Services, to workers protection agencies, to unions and to industry associations (delivering income models, on-line filing of pension application, managing procurements, status report on service requests, services to agricultural workers)
International Conference on Information Technology in Social Security
INPS’ Call Center
it supplies on-line information and services
services rendered either automatically
and/or through service operator, in inbound
and outbound modes
soon available: the Integrated Contact
Center of Social Securities Agencies (initially
INPS and INAIL)
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CRM: knowing the customer
call center Web site outbound
back-office
Brokers relationships
intranet
Cooperation wirh PA
mailing system
International Conference on Information Technology in Social Security
Presentazione interattivaSegue una presentazione interattiva di alcuni servizi On Line offerti dall’INPS in maniera facilitata e assistita ai cittadini tramite Internet:
•Estratto Contributivo
•Consultazione dello stato della domanda di pensione
•Consultazione dei pagamenti delle rate di pensione
•Variazione di residenza
In particolare presenteremo una innovativa modalità di supporto interattivo agli utenti telematici mediante l’impiego della tecnologia Voice-Over-IP.
International Conference on Information Technology in Social Security
Nell’uso dei servizi l’utente telematico può mettersi in contatto con un operatore INPS che lo assiste in tutte le attività.
Presentazione interattiva
International Conference on Information Technology in Social Security
L’utente telematico chiama l’operatore INPS che lo assiste nell’uso delle procedure condividendo le informazioni visualizzate. La comunicazione avviene tramite Internet utilizzando il protocollo Voice-Over-IP.
Presentazione interattiva
International Conference on Information Technology in Social Security
Internet
OperatoreINPS
UtenteTelematico