1

Simplification of Central Proceduresin the

National Insurance Institute

- Marom System- Esther Dominissini, Director General

2

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.

4

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

5

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

6

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”

7

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

8

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

9

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

10

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

11

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

Israeli.israel@gmail.comדוא"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

12

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

13

Thank you!