1. ZUS 2012 The effects of the strategy e-ZUS to improve the quality of customer service

2. 2 ZUS 2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service Report Ministry of Administration and Digitization, April 2012 „State 2.0 – new start for e-administration” Main goal: Integrated informatization!  Process approach  Defining business process owners  Substantive changes with specifically adjusted IT solutions  Developing substantive (business) project with the use of IT  Providing public value by means of programs (a number of coordinated projects)  Corporate architecture – architecture of information systems is not enough

3. 3 ZUS 2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service ZUS strategy – our clients' satisfaction We conduct research into ZUS clients' satisfaction in order to monitor the correctness of the solutions adopted in "Transformation strategy of the Social Insurance Institution for the years 2010-2012” aimed at improving work efficiency and client service, and in particular electronization of services for clients. ZUS strategy – our clients' satisfaction We conduct research into ZUS clients' satisfaction in order to monitor the correctness of the solutions adopted in "Transformation strategy of the Social Insurance Institution for the years 2010-2012” aimed at improving work efficiency and client service, and in particular electronization of services for clients. Targets and results  Learning clients' opinions on service quality  Clients' expectations from ZUS  Studying defined groups – entrepreneurs, insured persons, recipients of benefits  As part of the three already completed stages (out of seven in total) 36,600 ZUS clients took part in the survey.  The results are positive for ZUS – ZUS clients' satisfaction with the service is very high. One of the main conclusions from the study:  Increase electronization of services  Make processes and procedures at ZUS uniform

4. 4 ZUS 2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service ZUS strategy – processes and procedures at ZUS " There is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the introduction of a new order of things." Nicolo Machiavelli ZUS strategy – processes and procedures at ZUS " There is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the introduction of a new order of things." Nicolo Machiavelli Project of optimization of ZUS business processes First stage of the optimization of business processes: Identification and preparation of the process map, and showing their interrelations

5. 5 ZUS 2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service e-ZUS strategy – ZUS informatization field policy 2010-2012

6. The effects of the strategy e-ZUS to improve the quality of ZUS customer service 6 ZUS 2012 We focus on development of e-Services...

7. 7 ZUS 2012 Strategic targets Technical targets Improvement of client service at ZUS branches. Reduction of ZUS clients' visits at organizational units. Constant improvement and consolidation of ZUS image as a modern institution which used the latest methods of communication with Clients. Prevention of digital exclusion. Ensuring access to all ZUS services in various communication channels (telephone, internet, SUI). Development of modern infrastructure helping prepare and provide services in numerous channels (on-line, SUIs, ZUS branches, CIT/COT). Making users' access to the data recorded in their individual ZUS accounts easier. Enabling clients who do not have access to the computer to contact ZUS without the need to visit a branch. Enabling integration of ZUS services with external systems, in particular with other public administration platforms. The effects of the strategy e-ZUS to improve the quality of ZUS customer service Targets of the projects as part of e-Services Strategic targets Technical targets Improvement of client service at ZUS branches. Reduction of ZUS clients' visits at organizational units. Constant improvement and consolidation of ZUS image as a modern institution which used the latest methods of communication with Clients. Prevention of digital exclusion. Ensuring access to all ZUS services in various communication channels (telephone, internet, SUI). Development of modern infrastructure helping prepare and provide services in numerous channels (on-line, SUIs, ZUS branches, CIT/COT). Making users' access to the data recorded in their individual ZUS accounts easier. Enabling clients who do not have access to the computer to contact ZUS without the need to visit a branch. Enabling integration of ZUS services with external systems, in particular with other public administration platforms.

8. 8 ZUS 2012 Most important findings – magic of large numbers The total capacity ZUS has on IBM System Z machines is 22,194 MIPS… Thanks to this capacity, ZUS is currently able to process a vast number of documents: Most important findings – magic of large numbers The total capacity ZUS has on IBM System Z machines is 22,194 MIPS… Thanks to this capacity, ZUS is currently able to process a vast number of documents: 28,436,750 Payer's* documents reporting for insurance 448,671,946 Payer's* settlement documents 583,393,699 Insured Person's* documents reporting for insurance 10,418,817,560 Insured Person's* settlement documents … this, however, does not improve our clients' comfort at all… *data as of 03.2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service

9. 9 ZUS 2012 Electronic Services Platform (PUE) is going to significantly change the way data is being exchanged with customers and enhance their service experience Electronic Services Platform (PUE) is going to significantly change the way data is being exchanged with customers and enhance their service experience The effects of the strategy e-ZUS to improve the quality of ZUS customer service Traditional paradigmPUE paradigm Paper initiates the procedure Client initiates the procedure through electronic channel ZUS employees do data entry to the systems Client submits data electronically ZUS verifies and validates client data manually System built-in validation mechanisms verify the data Manual updates and corrections of historical data Client updates and corrects data (self- service) One-way (paper based) communication with the client More frequent, two- way communication customized to the client’s need enabled SSelf-service 224/7 service access SShortened time to process LLocation independent access

10. 10 ZUS 2012 Electronic Services Platform (PUE) is going to significantly change the way data is being exchanged with customers and enhance their service experience Project's products: 1.New information portal (NPI) - enables, among other things, submitting applications and documents and asking questions on-line, as well as grants clients access to the data recorded in their individual ZUS accounts. 2.Telephone Information Center (CIT) – access to personalized services on the phone. 3.Infrastructure making citizens' access to PUE easier - enabling access to on-line services by means of self-service information devices (SUI). 4.Client flow management system (SKR) in local ZUS branches – among other things making available client flow management functionalities, as well as enabling clients to plan the date, time and topic of the meeting with an expert at a ZUS branch of their choice. 5.Internal Information System (SIW). Electronic Services Platform (PUE) is going to significantly change the way data is being exchanged with customers and enhance their service experience Project's products: 1.New information portal (NPI) - enables, among other things, submitting applications and documents and asking questions on-line, as well as grants clients access to the data recorded in their individual ZUS accounts. 2.Telephone Information Center (CIT) – access to personalized services on the phone. 3.Infrastructure making citizens' access to PUE easier - enabling access to on-line services by means of self-service information devices (SUI). 4.Client flow management system (SKR) in local ZUS branches – among other things making available client flow management functionalities, as well as enabling clients to plan the date, time and topic of the meeting with an expert at a ZUS branch of their choice. 5.Internal Information System (SIW). The effects of the strategy e-ZUS to improve the quality of ZUS customer service Handling cases by mans of any communication system...

11. 11 ZUS 2012 Communication channels – New Information Portal (NPI) as part of PUE project WWW portal The information part available to the general public Private protected information services (access to data about bailiff, doctor, payer, insured person, recipient of benefits) Private transactional services (sending a document to ZUS, booking a visit) ePłatnik – transactional services for payers Administrative functions to edit generally available content (CMS) The effects of the strategy e-ZUS to improve the quality of ZUS customer service

12. Complete business process (as exemplified by reporting a person for insurance) in which PUE and KSI participate Complete business process (as exemplified by reporting a person for insurance) in which PUE and KSI participate ZUS 2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service

13. 13 ZUS 2012 Electronic Data Exchange Platform – optimization of the document handling process Electronic Data Exchange Platform, i.e. the Subsystem to support case handling -electronic handling of documents -electronic handling of cases -case monitoring automation Electronic Data Exchange Platform – optimization of the document handling process Electronic Data Exchange Platform, i.e. the Subsystem to support case handling -electronic handling of documents -electronic handling of cases -case monitoring automation The effects of the strategy e-ZUS to improve the quality of ZUS customer service System's main functions  Record of applications together with scanning of the paper document  Electronic circulation of documents and cases  Electronic allocation of tasks  Electronic circulation of actions in a given case  Automation of:  calculation of the excess amount (EPW)  issuance of letters  conducting explanatory proceedings  Electronic registers  Client register (Client files)  Register of letters and actions in a given case  On-going monitoring of the cases l

14. 14 ZUS 2012 Electronic Data Exchange Platform – optimization of the document handling process  Process model  Application's new architecture  New technologies Electronic Data Exchange Platform – optimization of the document handling process  Process model  Application's new architecture  New technologies The effects of the strategy e-ZUS to improve the quality of ZUS customer service

15. Complete business process (as exemplified by the application for issuing the clearance certificate) in which PUE, EPWD and KSI participate ZUS 2012 The effects of the strategy e-ZUS to improve the quality of ZUS customer service

16. E-Płatnik We are available 24 hours a day E-Płatnik We are available 24 hours a day ZUS 2012  Payer's file  Registered of insured persons  Wizards help prepare documents  Payer handling  Insured person handling  Family member handling  Settlement handling  Documents  Documents according to the status  Preparation of a new document The effects of the strategy e-ZUS to improve the quality of ZUS customer service

17. 17 ZUS 2012 New Information Portal – online payments from any place NPI enables carrying out on-line payment order with respect to:  payment of contributions for social insurance, heath insurance, Labour Fund and Guaranteed Employee Benefit Fund (so-called insurance payments)  fees which ZUS has been obliged to collect by statute, e.g. fee for handling ZUS-EKS bailiff application (so-called ordinary payments) New Information Portal – online payments from any place NPI enables carrying out on-line payment order with respect to:  payment of contributions for social insurance, heath insurance, Labour Fund and Guaranteed Employee Benefit Fund (so-called insurance payments)  fees which ZUS has been obliged to collect by statute, e.g. fee for handling ZUS-EKS bailiff application (so-called ordinary payments) The effects of the strategy e-ZUS to improve the quality of ZUS customer service

18. G ATEWAY 18 ZUS 2012 Telephone Information Center (CIT) - services available at CIT:  general information  personalized information recorded in clients' accounts  Submitting applications and complaints  Remote reservation of visits at a given local organizational unit  Explanation of mistakes in insurance documents (correction of documents and sending them to the insured person, or making it possible to send them in the case of irregularities)  Handling outgoing campaigns Telephone Information Center (CIT) - services available at CIT:  general information  personalized information recorded in clients' accounts  Submitting applications and complaints  Remote reservation of visits at a given local organizational unit  Explanation of mistakes in insurance documents (correction of documents and sending them to the insured person, or making it possible to send them in the case of irregularities)  Handling outgoing campaigns The effects of the strategy e-ZUS to improve the quality of ZUS customer service INTERNET OPERATOR IVR CIT C ONSULTANT ' S PORTAL CIT C ONSULTANT ' S PORTAL CIT Voice Data ESB PUE TELEPOHNE OPERATOR PBX SWITCHBOARD PBX SWITCHBOARD

19. 19 ZUS 2012 Flow management system (SKR) Self-service Information Device - SUI We know how precious our clients' time is... so we offer a number of facilities and communication channels Flow management system (SKR) Self-service Information Device - SUI We know how precious our clients' time is... so we offer a number of facilities and communication channels The effects of the strategy e-ZUS to improve the quality of ZUS customer service SUBMITTING DOCUMENTS round the clock SUBMITTING DOCUMENTS round the clock ACCESS TO NPI ACCESS TO NPI ACCESS TO CIT ACCESS TO CIT ACCESS TO INFORMATION SERVICES Managing client flow at ZUS branch Information to a given recipient – payer, insured person, recipient of benefits central publication of ZUS messages ZUS information campaigns aimed at groups of recipients (new rate, system version, contribution amount)

20. 20 ZUS 2012 Summary Thanks to e-ZUS strategy we are implementing and to the new technologies, we receive:  Development of services both for external and internal clients  Expansion of the service portfolio at ZUS organizational units  Mass access to the services provided by ZUS  Optimization of business processes  Cost reduction thanks to fast ROI Summary Thanks to e-ZUS strategy we are implementing and to the new technologies, we receive:  Development of services both for external and internal clients  Expansion of the service portfolio at ZUS organizational units  Mass access to the services provided by ZUS  Optimization of business processes  Cost reduction thanks to fast ROI Thank you for attention DARIUSZ ŚPIEWAK Chief Information Officer Thank you for attention DARIUSZ ŚPIEWAK Chief Information Officer The effects of the strategy e-ZUS to improve the quality of ZUS customer service