1
Simplification of Central Proceduresin the
National Insurance Institute
- Marom System- Esther Dominissini, Director General
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Background Picture in Numbers
Over a million claims submitted every year
About 80 different kinds of frequent claims
Unique documents have to be attached to each kind of claim
About 700 different kinds of documents reach the NII
3
The implications:
There is no documentation of documents that enter. Sometimes documents disappear/don’t reach their destination.
There is no transparency in the information among the various departments. A document received in one department is requested again by another department.
There is no transparency for the client on the documents that he submitted.
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Solution – One central system for document
post office
Submission to local NII branch
Submission to local NII
branch
fax
claims officer
client
call center internet
Marom System
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What is the Marom system?
A central system to manage all the documents that the client sends to the NII
A central system to examine the completeness of claims and the requirements of documents from the client
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The goals of the Marom system – “registration of documents”
One gate for absorbing all documents received by NII by: mail, service box, front desk, reception, fax
Control and follow-up of all documents received by NII and feedback to client by means of: call center, front desk, internet, automatic information line and SMS
Reducing phenomenon of documents that “get lost”
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Goals of Marom system - checklist
Uniformity in document requirements and return of claims
Management of document requirements (from client) in one place
Uniform letter of requirements
Automatic reminders
Reduction of superfluous document requirement letters
Uniform authorization of claim receipt and speedy reply to client
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Professional difficulties in carrying out the change
Mapping types of documents required according to claim
Knowledge management in one system
Building mutual relations between benefit systems and document system as well as between front desk and benefit clerks
Labor unions
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Future stepping stones (work stages):Submitting claim through internet + interactive feedback
Client-adjusted claim form
Reduction of amount of information requested from client
Automatic requirement of information while entering claim
More comprehensive authorization of receipt of claim
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Reduction of amount of information required
Example of claims form for general disability
Amount of data to enter on empty form – present
situation
Amount of data to enter on personal form –
future situation(no change of information)
body
200-33040-50claimant
30-75 or computerized medical document
Computerized medical document
doctor
55-20030 – 165employer
285-60075 - 215total
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055-5555555 | 2 | ₪ 2000-חוב | 2 נשוי + | 065549543 |ישראל ישראלי ישראל ישראלי – קליטת תביעה לנכות כללית
. פרטי התובע1
20/03/2004מתאריךמצב משפחתי חדש
פרטי ידוע/ה בציבור
07925631 שםמספר זהות
סוגיישוברחוב / תא דוארמס' ביתכניסהדירה
מגוריםירושליםעין גדי326
מכתביםירושלים4558ת.ד.
ירושליםיפו9ג22שהיה )מגורים
בפועל(
כתובות
סוגנתונים קיימיםמאשר הודעותנתונים עדכניים
02-1234567טלפון
קווי
סלולארי054-436911002-1234567
פקס02-1234567
[email protected]דוא"ל
פרטי התקשרות
קליטת תביעה ישראל ישראלי
ירמיהו סיגלית
שינוי במצב משפחתי
< הבא
| נשוי065549543ישראל ישראלי | + 2| - שח2000חוב הצג תיק
Entry screens will be adjusted to blocks on claims form, in structure of many-staged wizard
Entry screens will be adjusted to blocks on claims form, in structure of many-staged wizard
Automatic requirement of information while entering claim
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Advantages to clients and to NII
Shortening and simplification of claims form and its components
Information available to NII is not requested again
Receipt of one claim – includes comprehensive information
Avoiding duplication of letters
Process of handling of claim made quicker and more efficient take-up of rights
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Thank you!