Case
CAK plays an important role in the financial and administrative activities of the health and welfare sector in the Netherlands. Since its establishment, CAK has been paying out 21 billion euros every year to institutions on behalf of health insurers, based on the Exceptional Medical Expenses Act (EMEA). CAK also calculates and collects EMEA-based health contributions as well as financial support based on the Social Support Act (WMO) for 650,000 citizens. Furthermore, CAK has paid excess own risk compensation to 1.8 million people since 2008. And in 2010, as part of the new Chronically Ill and Disabled Persons (Allowances) Act, CAK started paying out general allowances to over two million people faced with additional costs as a result of a chronic disease or a disability.
Be Informed provided the business process platform for the administrative implementation of the new Chronically Ill and Disabled Persons (Allowances) Act.
Solution
What was the problem?
CAK was allocated an additional task in 2008 – that is, to pay out the general
allowance for the new Chronically Ill and Disabled Persons (Allowances) Act.
Which solution did Be Informed provide?
A case management system was configured using the Be Informed business process
platform. Three case types were configured:
- Appeal case
- Customer case (including customer contact)
- Case based on the Chronically Ill and Disabled Persons (Allowances) Act
Case handling is supported using configurable handling modules. All the relevant data can be stored in the case file, including references to external documents. Both the characteristics of the case types and their use and presentation are configured using Be Informed, which means that no knowledge of programming or scripting languages is necessary.
Mail intake is handled by placing scanned documents (e.g. an appeal) in the inbox of a CAK professional. A case is created by placing documents in a customer archive system, where references to those documents are retained in the file related to the case.
How is that solution realized?
Be Informed provided integrated portals for customers, chain partners and CAK
professionals. These portals can be integrated with external authentication
functionality. For example, the customer portal works on the basis of
integration with DigiD for authentication. These portals are also created by
means of configuration and require no coding activities.
System
How many decisions does the system generate?
Almost 3 million indications by chain partners have already been processed, with
an average processing time of 0.28 seconds.
Who are the users?
CAK professionals and Management;
On Extranet: chain partners and customers
Interfaces with other systems
Integration with existing systems at CAK was realized using web services.
Be Informed also implemented the component for data exchange with chain partners.
Performance
98 percent STP
Decisions on more than 250,000 payments can be made on a daily basis.
