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

1. INPS’ Communication Systems Are Turning Virtual and Multi-channel: How New Technologies Are Working for End-users Valencia, October 14 - 16, 2002 By Dionigi Spadaccia Director, Technological Innovation and Communication Systems for INPS Users

2. 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.

3. e-Government / e-Administration in Social Security • 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.

4. The Embodiment of a Virtual Company PRIVATE AND CORPORATE CITIZENS middlemen ACCESS CHANNELS Stationary Self Servicei Tellers Pubblic Call Internet Tellers Centres And mobile phones PORTALS RUPA CENTRAL P.A.s LOCAL P.A.s

5. 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

6. INPS and customers • 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

7. 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

8. 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

9. 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)

10. INPS and its services over the network 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

11. 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.

12. An integrated model for INPS contact network internet e-mail Call Center multi-channel network Customers and Companies INPS Information System INPS offices Central and Local Administration Brokers self service

13. 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

14. 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)

15. INPS’ Call Center ü it supplies on-line information and services ü services rendered either automatically and/or through service operator, in inbound and outbound modes ü soon available: the Integrated Contact Center of Social Securities Agencies (initially INPS and INAIL)

16. CRM: knowing the customer Web site call center outbound back-office intranet mailing system Brokers relationships Cooperation wirh PA

17. Presentazione interattiva • Segue 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.

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

19. 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.

20. Internet Operatore INPS Utente Telematico