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E-services – what’s now and what’s next for the Swedish Pensions Agency?

E-services – what’s now and what’s next for the Swedish Pensions Agency?. Mikael Eriksson Head, Customer Channel Development Unit www.pensionsmyndigheten.se. A new agency. Started 2010

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E-services – what’s now and what’s next for the Swedish Pensions Agency?

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  1. E-services – what’s now and what’s next for the Swedish Pensions Agency? Mikael Eriksson Head, Customer Channel Development Unit www.pensionsmyndigheten.se

  2. A new agency • Started 2010 • Pension administration at the Swedish Social Insurance Agency (Försäkringskassan) + Premium Pension Agency (Premiepensionsmyndigheten) • 1000 employees • 6 million participants (retired, pension savers) • € 27 billion in pension payments / year • An important task is to simplify pensions. We want to make it easier for people to calculate their total pension, and to enable participants to make sound financial decisions in various phases of their lives

  3. Administrate pensions and pension-related benefits. Our mission. Provide general as well as individual pension information.

  4. The channel strategy • Customer focus. Good attitude. Good service • Services and information in the channels that pensioners and pension savers prefer • Our information must meet various needs • The value for pensioners and pension savers govern our effectiveness

  5. Our four different channels Website, smartphone apps, on-line application, fund information, fact sheets, projections (minpension.se), ”My Pages”, etc. E-services Centralised telephone customer services: information, individual case administration, access/transfer to specialists Telephone Benefit level: Orange Envelope, brochures, decisions, forms System level: Orange Report, Annual Report, statistics Paper Local service offices, co-operated with the Social Insurance Agency and the Tax Agency. Information meetings to 60-year-olds, by invitation and/or request Face-to-face

  6. The eGovernment strategy • Public services must be continually developed to meet new needs and expectations. eGovernment is an important part of this development • Member of the Swedish eGovernment Delegation, established to strengthen the development of eGovernment and create good opportunities for inter-agency coordination • Self-service and automation for faster and more proactive service, 24/7 • Efficient pension administration at a low cost

  7. Demographics of online consumers

  8. e-Services offered today • The information assignment • Fund portfolio self-service • Pension savers self-service (ages 55-65) • Retired • General service • Fact seekers

  9. e-Services offered today, example

  10. What’s next for our e-Services? • Segmented • Individualized • Quality assured • Automated • Targeting new needs and expectations

  11. The gap-analysis – the now and the next

  12. When will we close the gap? • The information assignment  2014 • Fund portfolio self-service  2013 • Pension savers self-service (ages 55-65)  2015 • Retired  2016 • General service  2014 • Fact seekers  2013

  13. Thank you!

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