Innovation in government services The experience of the Central organization Work & Income Cor Franke
Contents CWI organizational aspects Innovations in different areas DKD: a major innovation project Pagina 3
organizational aspects Autonomous Administrative Agency (ZBO) Financed by the Ministry of Social Affairs & Employment Accountable to the minister Driving principle: work before income Pagina 4
CWI Mission Strengthening the dynamics of the economy by contributing to a labour market that functions well Pagina 5
CWI tasks Registration for work/employment search Recruiting for/filling vacancies Mediation (Supporting) benefits applications (Granting benefits is the responsibility of the Employee Insurance Schemes Implementing Body (UWV) or the municipality) Processing requests for dismissal Processing employment permits Evaluating applications for sheltered employment (Sheltered Employment Act; WSW) Pagina 6
Services chain as of 1 January 2002 Unemployed Municipality (460) (Private) Reintegration companies Employers CWI Mediators Employee Insurance Schemes Implementing Body (UWV) (1) Pagina 7
Business principles Client responsibility Client management Client responsibility Self-service Collaboration in the chain (with UWV and municipalities) Complementarity in respect of other actors in the labour market (such as placement agencies) Pagina 8
CWI innovation drivers Client satisfaction Effectiveness Efficiency / budget pressures Developing technology Other Government Innovation management is part of policy and activities planning (annual plan and multi-year plans) Pagina 9
Operational innovation (cost savings) 70 European tenders in 2004 and 2005 (18 % reduction in procurement costs) Introduction of I-procurement E-HRM (employee self-service) Use of standard software (CRM) as a basis for business applications Long-term contract for IT operations (calculation centre) One partner for administration and (further) development of applications Benchmarking: third-parties / among public executing organizations Pagina 10
Product and services innovations Implementation (2002) and reorganization (2006) www.werk.nl Multi-channelling including telephone channel Opportunity scan Closed user groups Routing rather than phasing Work folders E-intakes Competency testing centres Digital Client File (DKD) Pagina 11
Collaborative innovation In the chain: Co-location Network organization ( franchising ) Mixed teams / 1 That s how we do that (framework for restructuring and de-bureaucratization of work processes) Digital Client File (DKD) Pagina 12
Collaborative innovation (cont d) Collaboration with other actors: Placement agencies Educational institutions/branch organizations (COLO) Business sector employer organizations and branches (Service points) Employers networks Pagina 13
Collaborative innovation (cont d) International/partner organizations: Working with competencies (VDAB en ANPE) Telephone channel: VDAB and AMS Austria European benchmarking/best practices Pagina 14
Major innovation project Digital Client File (DKD) Other government initiative Support for network organization Access of data; prevent double queries (future legal prohibition) Client file access for clients and for personnel of CWI, UWV and municipalities Foundation for dialogue in respect of client need and services to be provided leading to customised client process Client folder for structural tracking of client-trackingsystem activities Link to Personal Internet Page (near future) Pagina 15
Klantdossier Client file V1.2 280706 Werknemersprofiel Employee profile Competence Competentieprofiel profile De kapstok Training opleidingsoverzicht overview e-portfolio Kennisnet Experience ervaringsoverzicht overview Profiling Labour Arbeidsmarktsituatie market situation Opportunity kansverkennen scan Competency competentieoverzicht overview trigger Name N.A.W. & gegevens Add. info Client situation (klant)situatie Financial financiëlesituatie situation Labour arbeidsmarktpositie market position trigger trigger Home woonsituatie situation Searching Zoeken & and solliciteren applying Work werksituatie situation Direction Chain client customer profile profile werkprofiel Work profile risicoprofiel Risk profile Dienstverleningsarrangement Services agreement (afspraken) (agreements) resultaatprofiel profile Implementation Werkmap Opportunities Kansen (verkenner) (scan) Netwerk Network Relevante vacatures vacancies Sollicitaties applications Werken Working aan on CV Working Werken aan on Compententies competences CTC/Werk.nl/ Schedule Agenda Appointments afspraken activiteiten activities resultaten results inkomen income Pagina 16