Instituti i Sigurimeve Shoqërore Processes Pension and Benefit Applications Five Weeks Faster, Cuts Document Search from One Hour to a Few Seconds
 
 

Instituti i Sigurimeve Shoqërore Processes Pension and Benefit Applications Five Weeks Faster, Cuts Document Search from One Hour to a Few Seconds

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Instituti i Sigurimeve Shoqërore is the government agency responsible for administering contribution collections and payments for retirement pensions, disability, sick leave, and related benefits for Albania’s 3 million people, whose benefits and pensions are managed by 38 agencies and 480 regional centers across Albania’s 12 regions.

The agency needed to modernize pension calculation, assignment, and benefits management to comply with European Union (EU) standards, following Albania’s application to join the European Union (EU) in 2009. To this end, the organization implemented Oracle WebCenter Content and Oracle WebCenter Distributed Capture to streamline processes. With Oracle, applications for pensions and other benefits are now processed in three weeks instead of two months, employee productivity has increased, and citizens can now track the status of their applications online. Using Oracle’s standard technology without modification has given the organization a future-proof solution, which enables it to inexpensively upgrade its technology to meet changing government requirements and new EU regulations.

 
 

 
 

Challenges

A word from Social Insurance Institute Albania (Instituti i Sigurimeve Shoqërore)

  • "Oracle WebCenter has transformed the quality and efficiency of the service we provide to the citizens of Albania." – Astrit Hado, Deputy General Director, Instituti i Sigurimeve Shoqërore

  • Modernize Albania’s social insurance system according to the needs of a democratic, market-oriented society, as well as align it more closely with EU standards to support Albania’s application for EU membership in 2009
  • Introduce secure, transparent, electronic, end-to-end, integrated processes to speed contribution management and the provision of benefits to citizens, including retirement pensions and disability and sick leave benefits
  • Improve applications management and support staff productivity with faster access to citizen data and rapid resolution of application progress queries
  • Gain real-time views of the status of funds paid to each applicant
  • Provide detailed quarterly reports to meet government requirements regarding contributions collected and payments made
  • Modify collection and payment processes quickly and inexpensively to meet changing citizen and government needs and ensure ongoing alignment with EU standards

Solutions

Oracle Product and Services

  • Replaced disparate databases and manual filing systems for paper-based application forms at 480 centers with Oracle WebCenter Content to create a single, central, unified repository for capturing and storing contribution collection records, application forms, and related information as unstructured content, such as e-mails, images, and rich media files
  • Processed applications for pensions and other benefits in three weeks instead of two months
  • Benefited from Oracle WebCenter’s user-engagement platform to give collection and applications processing teams secure, role-based access to data and to monitor how information is processed from eligibility verification through benefits calculation, application approval, and recipient payment authorization
  • Scanned paper application forms for short- and long-term benefits from each regional agency and access point into a central repository using Oracle WebCenter Distributed Capture and integrated new data with each applicant’s contribution and applications record to ensure a single, complete record
  • Routed approved benefits from Oracle WebCenter Content to Oracle Financials accounts payable to automate citizen payments on the due date
  • Automated data capture from thousands of applications each year, which eliminated need to retain paper files at each location and significantly reduced administrative overhead
  • Cut average document search time from approximately one hour to a few seconds, which boosted staff productivity and improved constituent satisfaction
  • Gave applicants secure, password-protected access to their own data and applications using Oracle Identity and Access Management, which reduced the number of calls and visits to regional and local offices and improved management staff efficiency
  • Reduced length of typical application processing time from two months to three weeks with Oracle WebCenter Content and Oracle WebCenter Distributed Capture
  • Adapted and enhanced application management and related processes as required using standard Oracle technology, without need for specialized resources, with Oracle WebCenter’s prebuilt, reusable components
  • Implemented Oracle Business Intelligence Standard Edition One to give regional managers access to data for all pensions and benefits
  • Gave senior teams drill-down access into data to identify regions where pension calculation and assignment and benefit payments are highest, such as for tracking which age groups are most affected, identifying any shortfalls in contributions payments, and monitoring year-on-year changes to ensure that the social insurance system continues to meet citizens’ needs
  • Implemented a modernized social insurance system on Oracle’s standard technology without modification to upgrade inexpensively and meet new government regulations and changes to EU standards

Why Oracle

Instituti i Sigurimeve Shoqërore chose Oracle technology for its ability to integrate content management and collaboration into a single solution suite and enable secure, context-based access by both internal users and the public.

"Oracle WebCenter suite delivers end-to-end lifecycle management for pension calculation, assignment, and benefit management, from creation to archiving, with lower content management costs and increased user productivity," said Astrit Hado, deputy general director, Instituti i Sigurimeve Shoqërore.

Implementation Process

Social Insurance Institute Albania implemented Oracle WebCenter Content and Oracle WebCenter Distributed Capture .

"We used standard Oracle technology to build business processes mapped to the needs of our business" said Kreshnik Brasha, IT Manager, key IT Team Leader, Instituti i Sigurimeve Shoqërore. "We completed the implementation and migration of data from legacy systems."

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