Case Study: NAV helps citizens plan for retirement with Capgemini’s self-service pension solution

NAV - Customer Case Study

The Norwegian Labour and Welfare Service (NAV) faced the challenge of reforming its pension system for an aging population, but its existing IT infrastructure was not flexible enough to support the new legislation. To address this, NAV engaged the vendor Capgemini as part of a major program to develop the necessary IT solutions, including a self-service portal and a new casework system.

Capgemini implemented the "Your Pension" self-service solution and a centralized case handling system based on a secure Service-Oriented Architecture (SOA). This allowed citizens to apply for and manage their pensions online, reducing processing time from up to three months to under a minute. The results for NAV included the creation of one of the public sector's leading self-service portals, the automation of casework for quality and efficiency, and the centralization of operations without reducing staff. The Capgemini team, which peaked at 60 consultants, delivered the project on time and within budget over the multi-year program.

NAV

Jorun Kongerud

Program Director