FÖRSÄKRINGSKASSAN A NEW STRATEGY TO IMPROVE CUSTOMER TRUST Försäkringskassan is the Swedish social insurance agency with more than 13,000 employees who handle 20 million cases every year. After a long period with focus on legally secured standardisation and operational efficiency, we supported Försäkringskassan in including customer value, experience, satisfaction and trust in their long-term development plans. THE CHALLENGE Försäkringskassan handles 40 different insurances and benefits within the social security system and on a yearly basis, they make 45 million payments to the value of 200 billion Swedish kronor. This means that they serve a large number of customers on a yearly basis from their 80 different locations all over Sweden. In 2012, they chose Valcon to help them, as they were experiencing declining results in customer satisfaction – and customer trust surveys. We teamed up with them with an overall objective of improving customer satisfaction and trust by transforming Försäkringskassan from a case-oriented to a customer-oriented organisation. THE SOLUTION We helped them with a process to transform their entire organisation, on all levels, from a case-oriented and highly standardised operating model and corporate culture to a customer- and process-oriented production system, where the customers define the parameters of success. As a first step, we worked closely with the top management in a series of workshops – Executive Change Labs – to determine Försäkringskassan’s strategic roadmap. In these labs, we defined which steps were needed and how to prioritise them in order to reach the long-term ambition. As input to this process, we made an extensive AS-IS analysis to make sure everyone involved was aligned. Next, we created a new customer segmentation based on life situations, new customer promises and a new governance structure to ensure continuous improvement within the newly defined end-to end value streams. ABOUT FÖRSÄKRINGSKASSAN Försäkringskassan is an expert authority with vast knowledge of how social security affects individuals and society. TESTIMONIAL ”Praise for Valcon’s way of working with change management in our project. Proposed solutions became our own, not a consulting product. We have even been able to take ownership of our strategic roadmap in both its execution and its management and continuous development”. Stefan Blom, Head of Lean Development, Försäkringskassan
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