Case Management BPM Testimonials | Pallas Athena

AEGON subsidiary TKP Pensioenen is one of the fastest-growing pension providers in the Netherlands. Large organizations such as KPN, TNT, Wegener and Sara Lee have chosen TKP to provide pensions for their staff. A benchmarking exercise that was carried out recently rated TKP as the most customer-friendly pension provider with a score of 8.5.

The Challenge

TKP handles the pensions for approximately 300,000 subscribers. Around 15 processes, eachcomprising around 50 steps, have been set up
for each pension fund. The throughput time of a process can be between 1 day and 1 year.160,000 cases have now been handled. And to
give some idea of the complexity, 1300 letter templates have also been defined for which at least 2200 variables are in use.

The Solution

For TKP, using business process management was a strategic choice. That is why the data,products and processes are located at different
layers in the pension system. The great benefit of this architecture is that TKP can make changes quickly, and anticipate their customers’ wishes rapidly. If they have to modify or add a pension product, only the product layer is affected. A process change is manifested only in the process layer.

Boyd Besse, Senior Process Developer; "For process management, we use BPM|one by Pallas Athena. We opted for BPM|one because we needed flexibility at different levels, including on the front line where we want to give people the freedom of movement to handle exceptions."

UWV administers the workers’ social insurance schemes for sickness, disability and unemployment benefits. UWV is a self governing body (ZBO) and works on assignment for the Ministry of Social Affairs and Employment. UWV has an extended network of regional and local agencies.

The Challenge

UWV was not able to meet the time limits to process the objections. Theirsystem was old and did not provide the employees the necessary support in terms of prioritizing the cases from the stack of files or automating tasks such as the creation of letters. Basically the cases were registered afterwards in the system.

The Solution

In 2001 UWV went live with HIP (as the system is called). This was the result of a successful pilot project using BPM|one to support the objections process. Since then the organization has grown to a national level because of a merger of the former separate social security organizations Gak,Cadans, SFB, USZO and GUO into the new organization UWV. The system today supports 1,500 employees with 29,500 active cases, 781,000 archived cases and 800,000 letters annually. The complete set of processes for handling objections and appeals consists of 6 major business processes.

Marjolijn Ketelaars, Business Process support coordinator UWV; "We are meeting the required time limits for processing objections by the excellent collaboration support that BPM|one offers to the participants of the process."