联邦就业局：通过电子文档管理更快地提供更高质量的公民服务
公司规模
Large Corporate
地区
- Europe
国家
- Germany
产品
- IBM FileNet Content Manager
- IBM Enterprise Content Management System Monitor
技术栈
- IBM Watson Foundations software
- Service-Oriented Architecture (SOA)
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Productivity Improvements
- Customer Satisfaction
技术
- 应用基础设施与中间件 - 数据交换与集成
- 应用基础设施与中间件 - 数据库管理和存储
适用功能
- 人力资源
用例
- 数字线程
- 过程控制与优化
服务
- 云规划/设计/实施服务
- 软件设计与工程服务
关于客户
德国联邦就业局 Bundesagentur für Arbeit (BA) 总部位于纽伦堡，在全国范围内拥有庞大的就业机构和分支机构网络。其员工为现场就业和培训空缺提供安置服务，并为职业培训和继续教育提供咨询服务。BA 还负责制定和维护职业培训、职业继续教育和残疾人职业融合计划。其职责包括发放失业救济金、破产津贴和儿童保育津贴。BA 还进行劳动力市场研究并汇编劳动力市场统计数据。BA 由位于纽伦堡的总部、10 个地区局 (Regionaldirektionen)、156 个就业机构、600 个分支机构和 303 个由城市和农村地区当地代理机构运营的就业中心组成。此外，还有专门机构：家庭福利办公室（Familienkasse）、波恩的国际安置服务中心（Zentrale Auslands- und Fachvermittlung - ZAV）、纽伦堡就业研究所（Institut für Arbeitsmarkt- und Berufsforschung - IAB）、BA 职员学院（Führungsakademie der Bundesagentur für Arbeit - FBA）、BA 大学、BA IT 系统的 IT 系统公司、BA 服务公司（BA 的服务提供商）。广管局的职责由10万名员工履行。
挑战
德国联邦就业局 (BA) 一直使用纸质流程来管理法定福利索赔，但效果并不理想。该机构必须传输和存储大约 35 亿份实物文件，这既耗时又低效。2007 年全球金融危机爆发后，对 BA 服务的需求迅速增加，该机构每天收到 70 万份索赔和问询。这给 BA 现有的流程带来了压力，使该机构难以有效满足公民的需求。
解决方案
在 IBM 全球商业服务的支持下，BA 部署了一款高性能电子文档管理解决方案 eAkte，该解决方案由 IBM Watson Foundations 软件提供支持。该解决方案基于 IBM FileNet Content Manager 软件，在为所有分支机构铺平无纸化办公之路方面发挥着至关重要的作用。BA 还围绕其关键业务流程引入了一系列数字化工作流程 - 例如从收到索赔到公民收到付款之间必须完成的相关步骤。这种方法确保始终遵循正确、最有效的做法。该解决方案根据面向服务架构 (SOA) 的原则进行设置，旨在缩短处理时间并提高服务质量。如今，BA 收到的每份文档都会被扫描并传输到电子文档管理解决方案中，以供所有分支机构的管理人员处理。
运营影响
数量效益
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