Today submits Nav Committee’s first report to the Minister of Labour Robert Eriksson (FRP). Aftenposten has gained access to the main conclusions of the report.
– The main problem we find is that Nav communicate in a way that gives uncertain users. This means that they must contact Nav again, and that the meetings are more tense than necessary, says Sigrun Vågeng, who heads the expert committee that evaluates Nav.
– Although satisfaction with Nav has increased slightly In recent years, we must acknowledge that there are still too many disgruntled users. It’s almost strange that Nav – to help us if we end up in a difficult situation – score worse than, say, Tax Administration collects money from us, believe Vågeng.
– This is something I think you have to take seriously, she said.
Proposes regular contact
Vågeng think the goal should be to get the number of visits Nav offices significantly reduced, but the Commission has not quantified how much.
She says there should be a measure to allow users to find most of the information they need online or by phone. The resources saved on this should be channeled into efforts to get more people into work.
– Nav should go through all the information is on their website and everything sent out by letter. Some of the letters sent out from the Nav can be difficult to understand, says manager selection.
In some areas, she looks for the self-service on-line. The Commission wants it immediately initiated a pilot project in which issues of parental be answered only through telephone, online and letter.
The Commission proposes that users with many challenges, such as families with seriously ill children should get a permanent contact in Nav coordinating these user issues.– Everybody can not get a dedicated contact at Nav, but someone should have said Vågeng.
Nav has for several years worked with a large IT project. Vågeng mean you can not sit back and wait for this to take effect.
– We need to look at what can be done now, she says.
Up to five letters
Labour minister praises expert committee for having gone so thoroughly into all the stories from users of Nav. The committee has read all feedback Minister given after meeting with Nav users last fall.
Eriksson parts Vågeng objective to reduce the number of unnecessary visits to Nav offices.
– Should we succeeded in giving those with complex problems better assistance and follow-up must Nav become better at providing better and clearer information to each user. Then there will be less need to go down to the Nav-office with questions about what really is in the letters you have received, he said.
Eriksson points out that there might be up to five letters the granting of a work assessment allowance from Nav.
– These things we must put an end to. Nav must use their resources on those who need it most, says the Minister.
– Good and interesting suggestions
Labour Minister is satisfied that the arrow in recent years have pointed slightly in the right direction terms of user satisfaction, especially among those who receive benefits such as child benefit or pension. But he is concerned that users with complex needs are the most unhappy.
– I think the selection comes with a good and interesting proposal that including parents with seriously ill children to their NAV supervisor. This will provide better supervision and increased safety, says Eriksson.
Nav-reform gave fewer jobs and more on social security
– We take our dose to shut up every day
– Nav is better than its reputation
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