E-SERVICES – PAST, NOW AND FUTURE – CHALLENGES FOR NSII

National Social Insurance National Social Insurance InstituteInstitute

IT Directorate, 2012

Establishment and development

Existing infrastructure, server equipment;

Using the latest technology taking into account the accumulated experience; own team of IT specialists;

Creating clear rules for interaction between different organizations;

Adding additional services based on existing infrastructure;

Expanding the range of potential customers.

Strict rules on data protection, combined with accessibility;

Historical review

The NSII is one of the first public organizations in Bulgaria, which started providing electronic services aimed to:

the insurers in order to ease the fulfilment of their obligations under the compulsory social security;

the insured persons, beneficiaries of benefits for their better awareness, protection of their interests and making the process of correction of errors or omissions in the insurance or information submitted easier.

Beside information services, the NSII provided services for submission of information inline to the registers of the NSII for insured persons and registration of labour contracts in order to facilitate business and reduce administrative costs of the institution;

The NSII was one of the pilot organizations, with the services of which the first versions of Bulgarian e-government were launched.

E-portal of Bulgarian Government:

https://egateway.government.bg 

2002-2003

•NSII service "Insurer status" - This service is initiated by a certified employer through their UIC for a certain period of time and data is provided on:

– The status (activity) of the employer in the Register of insurers;– Data submitted by him in the register of insured persons;– Received contributions for public social insurance and results of its comparison, i.e. status of the account of the insurer by monthsstatus of the account of the insurer by months.

•NSII service "Data for insured persons – current status" - This service is initiated by a certified natural person through their Personal identification number and for a certain period of time. Current data is provided on:

− Contributory years and social security revenue by months from the Register of insured persons;− Information submitted by all employers of the person or the self insured person at the time the report is issued.

Services provided by the NSII through the e-portal of Services provided by the NSII through the e-portal of Bulgarian government – for the holders of a digital Bulgarian government – for the holders of a digital

certificatecertificate

Facilitating customer access to the services to the NSII through issuing of free personal identification codes

In order to ensure personal data protection:

•since 2005 the NSII developed and provided to its customers - natural persons an additional identification code, called a Personal identification code /PIC/;•since 2007 - the insurers receive a Personal insurer identification code / /PIIC/. This allows them to access their information without buying a digital signature certificate. This step allowed the information system of the NSII to be used by a much wider range of users.Through the combination of PIN and PIC, for more than seven years persons have been able to receive a statement on their contributory years and social security revenues through the website of the NSII.

USERS OF THE ONLINE INFORMATION SYSTEM OF THE NSII WITH A PIC AND PIIC - The Beginning

USERS OF THE ONLINE INFORMATION SYSTEM OF THE NSII WITH A PIC AND PIIC - The Beginning

Reports, issued through PIN and PICReports, issued through PIN and PIC

Reports, issued through BULSTAT and PIICReports, issued through BULSTAT and PIIC

Social security - through the website of the NSII and KIOSK-terminals at the RD

Social security - through the website of the NSII and KIOSK-terminals at the RD

SSI compensations and benefits paid – through the website of the NSII

SSI compensations and benefits paid – through the website of the NSII

SSI compensations and benefits paid – through the website of the NSII

SSI compensations and benefits paid – through the website of the NSII

National portal "Electronic Government"

2008-2009

Services are initiated by PIN and personal identification code / PIC / Services are initiated by PIN and personal identification code / PIC / provided by the NSIIprovided by the NSII

Service is initiated by the insurer UIC and the Personal Insurer Identification Service is initiated by the insurer UIC and the Personal Insurer Identification Code / PIIC / provided by the NSIICode / PIIC / provided by the NSII

USERS OF THE ONLINE INFORMATION SYSTEM OF THE NSIIUSERS OF THE ONLINE INFORMATION SYSTEM OF THE NSII

ELECTRONIC GOVERNMENT

CERTIFIED CUSTOMERS WITH PIN OR BULSTAT

GOVERNMENT INSTITUTIONS

CERTIFIED CUSTOMERSCERTIFIED CUSTOMERS

FINANCIAL AND LEGAL

INSTITUTIONS

Access to the information system of the NSII for holders of digital certificates

Commercial banks, financial institutions: Signed contracts under the Law on Personal Data Protection; Conditions - Availability of a valid digital certificate and am IP-address of each

workstation declared to the NSII;

Benefits - speed, accuracy, timeliness of information; saving human and material resources.

External customers: For the holders of a BULSTAT certificate - provision of information stored in the

information system and relevant to the specific BULSTAT; For the holders of a PIN certificate - provision of personal information stored in

the information system of the NSII and relevant to the specific PIN;

Expanding the scope of the provided electronic services – social security and benefits by PIN and PIC since 2008

Information on paid sickness and maternity benefits from SSI Sending an e-mail if an address has been provided or a SMS if a mobile

phone has been provided by the insured person about transfers of benefits amounts to their personal bank account;

Addresses and telephone numbers may be provided by the insurer with the declaration or in case of change of the bank account or directly through the website of the NSII using the PIN and PIC;

Provision of detailed report on documents provided to the NSII by employers, terms and status of their processing, data on the basis of which benefits have been calculated, and the transfer amounts and dates.

Electronic Services for Pensioners

• Current status of pensions and allowances paid – – initiated by PIN and PIC and concerns the state of pensions and allowances of the person by the last month of pensions payment;•Issued orders for granting, modification and recalculation of pensions - initiated by PIN and PIC and concerns the information from the the information from the Register of pension orders issued created at the NSII. Each pensioner may make reference to those documents in chronological order. It contains the latest and previous orders since 2000 and the current status shall be maintained for the future ones. So far, the NSII printed those documents and they were sent to the persons as per the regulations, but in many cases documents did not reach the recipients. After the mass recalculation of pensions in 2009, sending orders by mail was cancelled and they are now provided on paper at the RD of the NSII upon request. This service is essential for the awareness of the people.

Expanding the scope of electronic services from early 2012

Services to insured persons with PIN and PIC are expanded by new ones, providing information on payments by the NSII of unemployment benefits as per the SSC and information submitted by to the NSII by the insurers:

Information for issued orders and current status to the registrations of unemployed persons having the right for benefits by the NSII;

Information for payments of cash unemployment benefits; Information for social security declarations submitted for the insured person.

Services aimed to insurers have been improved in two directions: The provided so far Conformity reports between declared and paid contributions to the

Social security funds using UIC/BULSTAT and a digital certificate are now available through UIC/BULSTAT and the PIIC;

A new report for social security declarations submitted by the insurer / self-insured person UIC/BULSTAT and PIIC has been developed. It includes access to several criteria and their combinations to the basic information contained in the submitted monthly social security declaration, based on which the rights and the calculation of the benefits of the insured persons are determined. It includes also information on the formation of the monthly income, from which the NSII calculates the cash benefits.

Expanding the scope of electronic services from early 2012

A new free access service has been provided by the Electronic Social Security Archive of the NSII: Information for terminated insurers without a successor with payment forms submitted to the NSII. It provides searching of insurers by name or part of the name, resulting in a list of all insurers found based on the specified search criteria, including changes in names during the operation and the periods for which payment forms have been submitted to the NSII.

In March 2012 the outlook of the official INTERNET site (the external site) of the NSII was completely renewed and its content was significantly improved and optimized. This is an own development by a team of IT, public communications and legal specialists from the Head Office (HO) of the NSII. The diverse and useful materials published to service the users have been prepared by experts from all major functional departments of HO.

Pending further expansion of the scope of electronic information services for insured persons through PIN and

PIC

Electronic Services for Pensioners:Two new services are currently being designed and prepared for development:

pensions paid in Bulgaria for a randomly chosen period; Bulgarian pensions paid abroad for a randomly chosen period;

Similar reports / certificates shall be issued and provided on paper to the pensioners at the RD upon request. Electronic services may be developed and provided as information to other agencies through official channels so that pensioners are not requested to provide them.

On-line calculation of the ratio between the individual social security income of the person from 01.01.1997 to date based on information submitted by insurers in the Register of insured persons and the average social security income for the country (estimated individual pension factor).

For actively insured persons: Possibility to check the estimated change of the individual factor and the amount of the

pension at a specified by the person desired change of the social security income in a specific future period. Actuarial information shall be used for the estimation of the future change of the average monthly social security income for the country;

Report on the requested periods of activity performance and the type of insurance for self-employed persons.

Forthcoming launch of electronic administrative services to insured persons

We plan also to enable our customers to submit/file documents to the Head office and the Regional directorates of the NSII electronically for administrative services:

In this respect, we will start publishing contact electronic forms for submission of queries, alerts, requests and complaints by persons;

We will go on developing of electronic administrative services: „Submission of an application for the issuance of a social security booklet" for self-

employed persons; „Submission of an application for the issuance of certificates for contributory years from

the Insurance archives of the NSII”. The freely accessible reference information, provided through KIOSK-terminals

at the RD of the NSII shall be expanded and structured with useful excerpts from the regulations, information reports, descriptions of administrative services with lists of the required documents to be submitted, etc.

We plan to launch a modern Contact centre for NSII customer service and its future expansion.

Register of insured persons and electronic archive of documents for work/contributory years and income -

expansion and consolidation

The register of insured persons contains information information in electronic form for the contributory years and the revenue of the persons from 1997 to date, monthly submitted by their employers and the by self-employed persons. It is used for determining the rights and calculation of short-term benefits, for control of the issued retirement forms or direct pensions calculations in case of missing documents;

The NSII created an electronic archive with payment forms of terminated insurers. The information in it is also used for the estimation of the right for and the calculation of the pensions;

An expansion of the electronic archive of historical information is planned with payment forms and documents on the contributory years of all enterprises, covering the periods of insurance of persons in active employment before 1997;

The combined data from the two registers will allow prior information of persons for achieving social security rights and automation of the process of calculating the benefits without the need to provide any documents.

Improving the technology of receiving and processing of documents for electronic benefits calculation - Electronic

sickness statement

Information for sickness statements and applications and declarations Employers provide to the NSII only the part of the data related to the right and the

working days substituted with sickness leave benefits and data from the applications and declarations in electronic form - first step - completed;

Receiving data from sickness statements (the medical section) directly and electronically by the NSII from the medical structures signed with an electronic signature or by the NHIF as a mediator. The employer receives a sickness statement only with the information necessary to formalize the leave and applications and declarations are submitted to them;

Employers holding digital certificates can provide this information electronically, since the presentation of a sickness statement registered in inventory book will be avoided.

This type of changes depends on other institutions (NHIF, MH) and require legislative changes and technical realization.

The NSII is ready to swiftly implement the changes, if they are accepted.

Electronic exchange with EU countries

The NSII - one of the four contact points in Bulgaria for data exchange as per the EU regulations - short and long term benefits paid as per the I-st and the II-nd social security pillar;

Preparation of the parallel exchange between the competent institutions in this field in the country;

Participation in the test phase of the data exchange with the EU, together with the other contact points;

Successful launch of a fully electronic data exchange. Provision through the website of the NSII of information through

PIN and PIC for structured electronic documents (SED) received/sent by the NSII from/to EU countries.

Customer benefits

Simple dialogue with the system

Real-time response

Contacts “citizen- clerk” are avoided

Individual access to information

No transport costs and supplies

Benefits for the institution

Strong reduction of employees in customer service, receiving and provision of information

Significant reduction of the cost for equipment and supplies

Significant reduction of the time for response on received letters and complaints.

Objectivity and impartiality of information.

Free experts can be directed to perform other activities