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

1. Oracle implementation at UWV Werkbedrijf
iemke.idsingh@oracle.com
Master Principal Solutions Consultant
EMEA 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
Municipalities
Unemployed Work before
income
(Private)
reintegration
Employers
Employers’
Insurance
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3. UWV Summary
UWV 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
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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)
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5. Innovation requires an Information Architecture
and has consequences for the Business
Architecture
ARCHITECTURE 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
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6. Leading principles and objectives
LEADING 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
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7. Roles in the partnership
JOBSEEKER 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
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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
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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
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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)
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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
Oracle
Procurement 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
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12. Integrated services
• Job search
• E-portfolio
• Agreements
• Allowances
Jobseeker and adviser partner in managing the job search
process through the internet
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13. Job search
Oracle web portal technology
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14. My e-portfolio
Oracle web portal technology
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15. My agreements
Oracle web portal integrated with Siebel
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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
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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
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18. Services and processes supporting jobseekers
SONAR (Siebel) scope
Kiosk Teletext werk.nl
Information and Advise
SONAR 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
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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
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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
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21. SONAR (Siebel) functionality
Client data
Service scenarios
Incl. 30+
100+ Input forms
And documents Interfaces
Agenda
Control
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22. Rich customer information set
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23. Structured intake dialogues
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24. Standard forms in PDF format
show results of customer intake
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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
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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
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27. What has UWV Werkbedrijf achieved?
Development of inflow, non working job seekers, performance and costs of CWI 2002 - 2007
150,0
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%
130,0
120,0
Inflow
110,0 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
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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
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