INPS’ Communication Systems Are Turning Virtual and Multi-channel:

International Conference on Information Technology in Social Security

INPS’ Communication Systems Are Turning Virtual

and Multi-channel:

How New Technologies Are Working for End-users

By Dionigi SpadacciaDirector, Technological Innovation and Communication Systems for INPS Users

Valencia, October 14 - 16, 2002


e-Government / e-Administration in Social Security

the world’s technological scenario and the exponential growth of ITC has

opened up innovative and converging solutions. This is true both for computer-

driven applications and for wired and wireless telephones;

the quick spread of new modes of communication has given rise to new needs

and expectations among end-users concerning the various ways of getting in

touch with a service agency.


Civil Service is going through a time of radical, ground-breaking evolution,

fostered by legislators and governments and speeded up by the immediate

availability of computer and telecommunication technologies.

Holding on to steering operations at the central level and handing over day-to-day

chores to local agencies must not weigh down on service dependability for private

citizens and corporations nationwide. It should instead narrow regional gaps and

promote easier access to services.

The scope and make-up of users’ pools may vary considerably among public

bodies in welfare services. Among INPS’ users we find such diversified groups as

public and private bodies, private citizens and corporations, service suppliers and

intermediaries.

e-Government / e-Administration in Social Security


PRIVATE AND CORPORATE CITIZENS

middlemen

ACCESS CHANNELSStationary

And mobile phonesCallCentres

Internet Self ServiceiTellers

PubblicTellers

PORTALS

RUPA

CENTRAL P.A.s LOCAL P.A.s

The Embodiment of a Virtual Company


INPS as a Public Corporation 95% of all applications are automated

480 internet-connected, service outlets throughout its territory

30,000 PC-enabled staff, all on-line

2,000 monitoring computer kits with wireless connections

Over 18 million pension cheques paid out every month

Managing a turnover of about 200 million Euros (dues collection and benefits disbursements)

Internet connection with central and local Public Service Agencies, banks, postal services, utility companies, chambers of commerce, industry associations, worker protection agencies, consulates, Fiscal Counselling Services, labour consultants, townships, regional governments

Data-base: over 7 TeraByte - Computation output: 3,000 Mips

Application range: 60,000 Kloc


16 million pensioners

25 million insured individuals (employees, non-EU workers, agricultural workers, semi-dependent workers, domestic workers, independent workers)

1.5 million companies

300,000 PIN assigned to private citizens;

10,000 active outlets opened up within 7,000 municipalities for services offered in cooperation with INPS

5,500 active outlets at workers’ protection agencies for on-line services with INPS

6,000 active outlets at Fiscal Counselling Services

16,500 active outlets at various labour consulting agencies

And also: working relationships with industry associations, Local Healthcare Outlets, universities

INPS and customers


INPS and E-Government

User-centered

On-line availability of access points around the clock, any day, any time

Multi-channel access to all services

Overcoming the digital divide

Streamlining contacts with users

Synergy with other bodies and agencies

Replacing hard copies with optical and computer ones

Work sorted and carried out by processes


INPS & e-Government

Data from 2001 and trends in 2002

over 17 million documents sent over the network

6 million callers on our INPS internet site

internet users up by over 200% in 2002

5 million pages browsed every month

over 3,600,000 telephone calls to our Call center

700.000 outbound phone contacts

over 45 billion Lire: amount called off on income return papers via the Call

center

over 98.000 service phone calls in languages other than Italian


INPS e-Government

109,000 colf on-line registrations (internet / call center / intranet)

over 1,600,000 payments claims for social benefits for a total of over

1,500 million Euros

over 1,300,000 AII (Available Income Indicator) reports filed via

internet, from about 4,100,000 individuals

5,877,813 MD forms sent out between January 1st and October 8th,

2002 (about 50% of all companies files MD forms on-line)


Services dispensed by INPS may be obtained:

at its regional counters

from its internet site www.inps.it

from the companies’ portal www.impresa-gov.it

by phoning its Call Center 164.64

through the internet site wai.inps.it for the visually impaired

at Self Service counters

by linking on to the sites of local and intermediary agencies

INPS and its services over the network


INPS and its services over the network

INPS’ multi-channel network has been integrated to provide:

consistency: each user may choose from a variety of routes to

access services by whichever way he or she selects, obtaining

each time the same quality of service;

custom-made applications: each user may request information

over the phone or “break in” at any stage of an application’s

progress by internet, or at a local INPS’ counter, or the other

way around.


internet

Call Cent

erINPS

offices

Brokers

self service

Cu

sto

mers

an

d

Com

pan

ies

INPS

Information System

Cen

tral an

d L

ocal

Ad

min

istr

ati

one-mail

An integrated model for INPS contact network


The internet site www.inps.it

it is designed to supply information and managing

services

it is meant for different user groups (private citizens, companies,

central and local Public Service Agencies, worker protection agencies,

industry associations, Fiscal Counselling Services), dispensing both

B2C (business to consumer) and B2B (business to business) services


www.inps.it - Managing Services

Services to private citizens (assigning PINs on-line, statements of account, reckoning future monthly pension payments, Actual Income Ascert. and ObisM duplicates, registering domestic and semi-dependent workers, form-filing on-line)

Service to companies and labour consultants (delivery and perusal of MD forms, statements of account)

Services to townships and other agencies (managing income-related social benefits, management of AII (Available Income Indicator), change of address, death report form, status report on files and payments, pensioners’ roll-call)

Services to Fiscal Counselling Services, to workers protection agencies, to unions and to industry associations (delivering income models, on-line filing of pension application, managing procurements, status report on service requests, services to agricultural workers)


INPS’ Call Center

it supplies on-line information and services

services rendered either automatically

and/or through service operator, in inbound

and outbound modes

soon available: the Integrated Contact

Center of Social Securities Agencies (initially

INPS and INAIL)


CRM: knowing the customer

call center Web site outbound

back-office

Brokers relationships

intranet

Cooperation wirh PA

mailing system


Presentazione interattivaSegue una presentazione interattiva di alcuni servizi On Line offerti dall’INPS in maniera facilitata e assistita ai cittadini tramite Internet:

•Estratto Contributivo

•Consultazione dello stato della domanda di pensione

•Consultazione dei pagamenti delle rate di pensione

•Variazione di residenza

In particolare presenteremo una innovativa modalità di supporto interattivo agli utenti telematici mediante l’impiego della tecnologia Voice-Over-IP.


Nell’uso dei servizi l’utente telematico può mettersi in contatto con un operatore INPS che lo assiste in tutte le attività.

Presentazione interattiva


L’utente telematico chiama l’operatore INPS che lo assiste nell’uso delle procedure condividendo le informazioni visualizzate. La comunicazione avviene tramite Internet utilizzando il protocollo Voice-Over-IP.

Presentazione interattiva


Internet

OperatoreINPS

UtenteTelematico

INPS’ Communication Systems Are Turning Virtual and Multi-channel:

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