Your SlideShare is downloading. ×
0
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Uwv Werkbedrijf Employment Services
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Uwv Werkbedrijf Employment Services

2,342

Published on

Presentation of UWV - the Labor / Unemployment institution of the Netherlands.

Presentation of UWV - the Labor / Unemployment institution of the Netherlands.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
2,342
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
27
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Oracle implementation at UWV Werkbedrijfiemke.idsingh@oracle.comMaster Principal Solutions ConsultantEMEA Public Sector
  • 2. Social Security in The Netherlands* CWI and UWV merged per 1-1-2009 • UWV Werkbedrijf is the one stop shop for job-seekers and employers – “Work before income” – First link in Work and Income chain, working with other agencies • Creating an accessible labor market Social Welfare at municipality Municipalities Municipalities level Municipalities MunicipalitiesUnemployed Work before income (Private) reintegrationEmployers Employers’ Insurance Copyright © 2009. Oracle Confidential. All rights reserved.
  • 3. UWV SummaryUWV Werkbedrijf (Employment) UWV in total• Statistics November 2009 • 19.000 employees – 493.400 registered non • 170+ locations employed jobseekers • IT expenditure €400 million – 288.800 received – 1.500 IT personnel unemployment benefit (internal/external) – January > August: 160.000 – High level of outsourcing employed through UWV Werkbedrijf • Decreasing operational costs: – 5% unemployment (Europe €1.800 million 10%) Ambitions: Best service provider in public sector Best internal IT service provider World class IT with world class partners Top 10 best IT employers Copyright © 2009. Oracle Confidential. All rights reserved.
  • 4. UWV Werkbedrijf (former CWI) and Innovation• CWI’s big challenges from the beginning in 2002 – Budget: 25% reduction to be achieved over a 4 year period – Targets: an ambitious management contract agreed with the Ministry (therefore with the Government)• Rigorous innovation recognised as the only way to meet these challenges – CWI’s primary processes depend mostly on ICT, therefore ICT plays a crucial role in the innovation process – In order to align business requirements (regarding innovation) with ICT CWI needed • An ICT development plan (vision) • A roadmap (route description) Copyright © 2009. Oracle Confidential. All rights reserved.
  • 5. Innovation requires an Information Architectureand has consequences for the BusinessArchitectureARCHITECTURE CONSEQUENCES• Based on a business model • Change of organization – Business functions structure – Business objects – One front office• Defines information systems • Adaptation of processes and data sets to be – Integrated services developed • Adequate content• Defines management – Functions to be supported • Availability of support by information systems • Different client approach – Interactions between – Different form of information systems communication and coaching Copyright © 2009. Oracle Confidential. All rights reserved.
  • 6. Leading principles and objectivesLEADING PRINCIPLES OBJECTIVES• One front office: one stop • Higher client satisfaction shop • Empowerment of the – Multi channel service jobseeker – Internet, unless…… • Service more accessible• Jobseeker is responsible • Reduction of data entry and is in charge – Re-use of known data• Job seeker and Public • Reduction of costs Employment Service are – Work to work mediation equal partners – Self service Copyright © 2009. Oracle Confidential. All rights reserved.
  • 7. Roles in the partnershipJOBSEEKER ADVISER• Access to all necessary • All necessary information in information one view• In charge of his own job • Less data entry search. • Easy monitoring• Easy communication• Composition of own portfolio Copyright © 2009. Oracle Confidential. All rights reserved.
  • 8. CWI architecture – framework (1) Elements of Elements of Models / / Models the organisation the organisation Instruments Instruments• Customer focus BPM Business• Multichanneling Management• Uniform ownership of data decoupling decoupling – singular registration of data and BPM Proces Modelling – plural usage these data decoupling decoupling• Independency of the organization of business processes and the Orchestration BPEL supported IT-systems decoupling decoupling – That means decoupling of these elements Servicebus Integration Informationmodel decoupling decoupling Silo’s• Service-oriented and event driven Application Functional stores architecture decoupling decoupling• Enabling flexibility Office Infrastructure networks Copyright © 2009. Oracle Confidential. All rights reserved.
  • 9. CWI architecture – framework (2) Channels communication Portals user presentation portals Processes performance Reusable process components Apply for Apply for Apply for Apply for Services WW WW WWB WWB … … NHR NHR LRD LRD Building blocks Reusable services Werk.nl Sonar ABS Elise DKB Applications sources CWI applications & Integrated Data Infrastructure Computers & networks Copyright © 2009. Oracle Confidential. All rights reserved.
  • 10. Product and services innovations• www.werk.nl – Implementation (2002) and major releases with new functionality• Multi-channelling (internet, telephone, 1-on-1)• Opportunity scan• Closed user groups• Work folders• E-intake (work, UB, social assistance)• Competency testing• Digital Client Dossier (DKD)• E-workbook (including E-portfolio) Copyright © 2009. Oracle Confidential. All rights reserved.
  • 11. Oracle in use at UWV Siebel Call Center Citizen Channels Oracle Portal /CTI /email Citizen Portal In Person Call Center Siebel Outreach Case eMail Field Service Management Market Segments Key Functionality Analytics Public Pensions Labor Intake Case Management Oracle Business Risk Mgmt Intelligence Housing Assistance Child Welfare Screening Change of Circumstance Fraud Detection Siebel Case Child Support Eligibility Eligibility Determination Appeals Management Management Federal Reports Welfare Workers Compensation Referrals Service Provider Mgmt. Case Mgmt Oracle Oracle HR Financials PeopleSoft Human Enterprise Management Resources Performance Management Financials Financials Human Resources Facilities Management Financials Procurement Supply Chain Grant Management Help Desk HR IT Supply Chain Infrastructure OracleProcurement PeopleSoft Analytics (e.g. Mobile Analytics, Dashboards) Procurement Hubs (Asset Hub, Product Hub) Master Data Management Oracle Integration Framework (e.g. BPEL, AIA) Database Technology (e.g. Database, Application Server, RAC, Oblix, Times Ten) BEA Oracle Fusion Oracle Fusion Oracle Middleware Middleware Database Copyright © 2009. Oracle Confidential. All rights reserved.
  • 12. Integrated services• Job search• E-portfolio• Agreements• Allowances Jobseeker and adviser partner in managing the job search process through the internet Copyright © 2009. Oracle Confidential. All rights reserved.
  • 13. Job searchOracle web portal technology Copyright © 2009. Oracle Confidential. All rights reserved.
  • 14. My e-portfolioOracle web portal technology Copyright © 2009. Oracle Confidential. All rights reserved.
  • 15. My agreementsOracle web portal integrated with Siebel Copyright © 2009. Oracle Confidential. All rights reserved.
  • 16. Animation of report by a job-seeker Chain W&I Munici UWV CWI pality Front Office Front Office Service Bus Electronic Client File … Customer Customer Data Data Sonar Hub Hub Werkm@p Change job- DKB seeker data Copyright © 2009. Oracle Confidential. All rights reserved.
  • 17. Adviser informs job-seeker Chain W&I Munici UWV CWI pality Front Office Front Office Service Bus Electronic Client File Customer Customer … Data Data Hub Hub Sonar Werkm@p DKB Inform job- seeker Copyright © 2009. Oracle Confidential. All rights reserved.
  • 18. Services and processes supporting jobseekersSONAR (Siebel) scope Kiosk Teletext werk.nl Information and AdviseSONAR Determine Customerprofile ABS Benefits Placement Workintake intake Implementation Placement Dismissal Management activities Permit Reintegration Advise Operational Employment Management Permits Amisys & MIP Other legislation Control tasks Copyright © 2009. Oracle Confidential. All rights reserved.
  • 19. Business Case and requirements for SONAR • Chain/Partner services• Aging legacy system: replace – From manual to electronic process PGI, 15 year old system: • Work before Income – Simple & Intelligent workflow – Save cost, enable extensions • Customer focused• Integrated support for the – One customer register across chain consultant • Quality – Verification through one source• Enable extended management • Multi-channeling information – Variety of ‘Portals’• Get in control of ICT: • User friendly – User in control, Sonar advises and alerts – Easier to maintain • Efficiency – Shorter development times – Automatic data capture for reporting purposes• Electronic interfaces to social • Legislation security partners – SUWI legislation context and privacy laws• Re-use of customer data within • Flexibility the social security chain – Simple administration of reference data, forms, templates, messages Copyright © 2009. Oracle Confidential. All rights reserved.
  • 20. Selection, evaluation deployment process• 2001: From Custom Built to Standard Solution• 2002: Test amongst Oracle, PeopleSoft, SAP and Siebel• 2003: European tender process – RFP, Proof of Concept• 2003: Ordina & IBM & Siebel chosen because of – Richness of functions and capabilities out of the box – Flexibility – References – Skills available on the market – High fit with standard Siebel• 2005: live with first 2000 users• 2006: extended to 3000+ users• 2009: broad deployment across municipalities, approx 7000+ users Copyright © 2009. Oracle Confidential. All rights reserved.
  • 21. SONAR (Siebel) functionality Client data Service scenarios Incl. 30+ 100+ Input forms And documents Interfaces Agenda Control Copyright © 2009. Oracle Confidential. All rights reserved.
  • 22. Rich customer information setCopyright © 2009. Oracle Confidential. All rights reserved.
  • 23. Structured intake dialoguesCopyright © 2009. Oracle Confidential. All rights reserved.
  • 24. Standard forms in PDF format show results of customer intakeCopyright © 2009. Oracle Confidential. All rights reserved.
  • 25. Lessons learned• Standard software of Siebel (Oracle) “Oracle’s Siebel – Can be used to configure the system according to solution helps us specific needs control administration – Even for Front Office systems without specific costs while freeing our content consultants from• Quick start + Flexibility in phase 1 of great paperwork. We can now importance focus our resources – Quick progress gave project team confidence in where they are needed OIS & Siebel (Oracle) most—on our – However no acceptance yet from user community customers.”• Performance remains a key attention point Solke Munneke Program Manager – Good progress thanks to dedicated performance CWI team and SPAX tool• Siebel features/bugs – Agenda/planning functions – Re-start smartscripts/print-function documents• Co-operation customer and Ordina-IBM-Siebel – Continuous need for open communication Copyright © 2009. Oracle Confidential. All rights reserved.
  • 26. What has UWV Werkbedrijf achieved?Operational innovation (cost savings)• Innovation as the spearhead of the corporate policy resulting in: – Efficiency (significant decreases in operating cost while productivity increased) – Effectiveness (significant improvement in results and outcomes in addition to ability to support growing number of clients)• Standard software (CRM) for primary business applications• 90+ EU tenders (2004 – 2007): 18 % reduction in procurement costs• One supplier for (further) development of all applications• Introduction of I-procurement, scanning of invoices and automated “matching” of invoices• E-HRM (employee self-service, first steps in 2008)• Migration to new computer centre in 2006 (13 yrs contract) – Cost of migration € 5,5 M, Pay-back period: 3 years, 2 months Copyright © 2009. Oracle Confidential. All rights reserved.
  • 27. What has UWV Werkbedrijf achieved? Development of inflow, non working job seekers, performance and costs of CWI 2002 - 2007150,0 Analysis of a multi-year (2002-2007) period While the workload decreased with 10%140,0 The performance increased with 40% The costs went down with 30%130,0120,0 Inflow110,0 d Performance Costs (2007 =100,0 estimate) Non Working Job Seekers 90,0 80,0 2002 2002 2003 2004 2005 2006 2007 Planning Realisation Realisation Realisation Realisation Realisation Realisation 70,0 60,0 Copyright © 2009. Oracle Confidential. All rights reserved.
  • 28. Further information• UWV Werkbedrijf - Solke Munneke • Information Manager UWV Werkbedrijf • Solke.Munneke@uwv.nl • www.werk.nl • www.uwv.nl• Oracle - Iemke Idsingh • Master Principal Solution Consultant • Iemke.Idsingh@oracle.com • www.oracle.com/government Copyright © 2009. Oracle Confidential. All rights reserved.

×