uwv werkbedrijf employment services

Oracle implementation at UWV Werkbedrijf

[email protected]

Master Principal Solutions Consultant

EMEA Public Sector

Copyright © 2009. Oracle Confidential. All rights reserved.

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

MunicipalitiesUnemployed

Employers

(Private)

reintegration

Employers’

Insurance

MunicipalitiesMunicipalitiesMunicipalities

Social Welfare at

municipality

level

Work before

income


UWV Summary

UWV Werkbedrijf (Employment)

• Statistics November 2009– 493.400 registered non

employed jobseekers

– 288.800 received

unemployment benefit

– January > August: 160.000

employed through UWV

Werkbedrijf

– 5% unemployment (Europe

10%)

UWV in total

• 19.000 employees

• 170+ locations

• IT expenditure €400 million– 1.500 IT personnel

(internal/external)

– High level of outsourcing

• Decreasing operational costs: €1.800 million

Ambitions:

Best service provider in public sector

Best internal IT service provider

World class IT with world class partners

Top 10 best IT employers


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)


Innovation requires an Information Architecture and has consequences for the Business Architecture

ARCHITECTURE

• Based on a business model–Business functions

–Business objects

• Defines information systems and data sets to be

developed

• Defines–Functions to be supported by information systems

– Interactions between information systems

CONSEQUENCES

• Change of organization structure

–One front office

• Adaptation of processes– Integrated services

• Adequate content management

• Availability of support

• Different client approach–Different form of communication and

coaching


Leading principles and objectives

LEADING PRINCIPLES

• One front office: one stop shop

–Multi channel service

– Internet, unless……

• Jobseeker is responsible and is in charge

• Job seeker and Public Employment Service are

equal partners

OBJECTIVES

• Higher client satisfaction

• Empowerment of the jobseeker

• Service more accessible

• Reduction of data entry– Re-use of known data

• Reduction of costs–Work to work mediation

–Self service


Roles in the partnership

JOBSEEKER

• Access to all necessary information

• In charge of his own job search.

• Easy communication

• Composition of own portfolio

ADVISER

• All necessary information in one view

• Less data entry

• Easy monitoring


CWI architecture – framework (1)

• Customer focus• Multichanneling• Uniform ownership of data

– singular registration of data and

– plural usage these data

• Independency of the organization of business processes and the supported IT-systems

– That means decoupling of these elements

• Service-oriented and event driven architecture

• Enabling flexibility

Models /

Instruments

Models /

InstrumentsElements of

the organisation

Elements of

the organisation

IntegrationServicebus

Informationmodel

InfrastructureOffice

networks

decoupling decoupling

ApplicationSilo’s

Functional stores


Business BPM

Management

Orchestration BPEL



ProcesBPM

Modelling



CWI architecture – framework (2)

user

portals

Reusable process components

Channels

�� communication

Portals

�� presentation

Processes

�� performance

Services

�� Building blocks

Applications

�� sources

Infrastructure

�� Computers & networks

DKB

CWI applications & Integrated Data

EliseABSSonarWerk.nl

Apply for

WW

Apply for

WW ……

Reusable services

NHRNHR LRDLRD

Apply for

WWB

Apply for

WWB


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)


Integration Framework (e.g. BPEL, AIA)

Technology (e.g. Database, Application Server, RAC, Oblix, Times Ten)

Hubs (Asset Hub, Product Hub)

Infrastructure

Analytics

Financials

Procurement Supply Chain Grant Management Help Desk

Citizen Channels

Enterprise Management

Key Functionality

Labor

Child Welfare

EligibilityChild Support

Performance Management Financials Human Resources Facilities Management

Call CenterCitizen Portal In Person Outreach eMail Field Service

Analytics (e.g. Mobile Analytics, Dashboards)

Master Data Management

Supply Chain

Risk Mgmt

Case Mgmt

Human Resources

ITHR

Public Pensions

Housing Assistance

Workers CompensationWelfare

Market Segments

Case Management

Fraud Detection

Federal Reports

Oracle in use at UWV

Change of Circumstance

Appeals Management

Intake

Screening

Eligibility Determination

Service Provider Mgmt.Referrals

Oracle

Database

Oracle Fusion

Middleware

Siebel Case

Management

BEAOracle

DatabaseOracle Fusion

Middleware

Siebel Case

Management

Oracle

Financials

PeopleSoft

Procurement

Oracle PortalSiebel Call Center

/CTI /email

Oracle HR

PeopleSoft

Financials

Oracle

Procurement

Oracle Business

Intelligence


Integrated services

• Job search

• E-portfolio

• Agreements

• Allowances

Jobseeker and adviser partner in managing the job search

process through the internet


Job searchOracle web portal technology


My e-portfolioOracle web portal technology


My agreementsOracle web portal integrated with Siebel


Animation of report by a job-seeker

Front OfficeFront Office

Customer

Data

Hub

Customer

Data

Hub

DKB

Werkm@pWerkm@p

Change job-

seeker data

SonarSonar

……

Service

Bus

Chain W&I

Munici

palityUWV CWI

Electronic Client File


Adviser informs job-seeker

Chain W&I

Munici

palityUWV CWI

Electronic Client File

Front OfficeFront Office

Customer

Data

Hub

Customer

Data

Hub

DKB

Werkm@pWerkm@p

Inform job-

seeker

SonarSonar

……

Service

Bus


Services and processes supporting jobseekersSONAR (Siebel) scope

Control

Amisys & MIP

ImplementationManagement

OperationalManagement

SONAR

DismissalPermit

Placement

Other legislationtasks

EmploymentPermits

ABS

Kiosk Teletext werk.nl

Workintake

ReintegrationAdvise

Benefitsintake

Placementactivities

Information and Advise

Determine Customerprofile


Business Case and requirements for SONAR

• Aging legacy system: replace PGI, 15 year old system:

– Save cost, enable extensions

• Integrated support for the consultant

• Enable extended management information

• Get in control of ICT:– Easier to maintain

– Shorter development times

• Electronic interfaces to social security partners

• Re-use of customer data within the social security chain

• Chain/Partner services– From manual to electronic process

• Work before Income– Simple & Intelligent workflow

• Customer focused– One customer register across chain

• Quality– Verification through one source

• Multi-channeling– Variety of ‘Portals’

• User friendly– User in control, Sonar advises and alerts

• Efficiency– Automatic data capture for reporting purposes

• Legislation– SUWI legislation context and privacy laws

• Flexibility– Simple administration of reference data, forms, templates, messages


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


SONAR (Siebel) functionality

Client data

Service scenarios

100+ Input forms

And documents

Agenda

Control

Incl. 30+

Interfaces


Rich customer information set


Structured intake dialogues


Standard forms in PDF format

show results of customer intake


Lessons learned

• Standard software of Siebel (Oracle)– Can be used to configure the system according to specific needs

– Even for Front Office systems without specific content

• Quick start + Flexibility in phase 1 of great importance–Quick progress gave project team confidence in OIS & Siebel (Oracle)

– However no acceptance yet from user community

• Performance remains a key attention point–Good progress thanks to dedicated performance 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

“Oracle’s Siebel

solution helps us

control administration

costs while freeing our

consultants from

paperwork. We can now

focus our resources

where they are needed

most—on our

customers.”Solke Munneke

Program Manager

CWI


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


What has UWV Werkbedrijf achieved?

Development of inflow, non working job seekers, performance and costs of CWI 2002 - 2007

60,0

70,0

80,0

90,0

100,0

110,0

120,0

130,0

140,0

150,0

2002 2002 2003 2004 2005 2006 2007

Planning Realisation Realisation Realisation Realisation Realisation Realisation

Inflow

Performance

Costs (2007 =

estimate)

Non Working Job

Seekers

d

Analysis of a multi-year (2002-2007) period

While the workload decreased with 10%

The performance increased with 40%

The costs went down with 30%


Further information

• UWV Werkbedrijf - Solke Munneke

• Information Manager UWV Werkbedrijf

• [email protected]

• www.werk.nl

• www.uwv.nl

• Oracle - Iemke Idsingh• Master Principal Solution Consultant

• [email protected]

• www.oracle.com/government

uwv werkbedrijf employment services

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