Many people have heard something about the UWV, or they have had dealings with a part of it. Just to be sure: it is an independent administrative body that is responsible for implementing the WW, WAO, WIA and the Sickness Benefits Act. The UWV assesses illness and incapacity for work and does its best to provide benefits quickly and correctly. The UWV also assesses whether someone is entitled to a benefit and determines the amount and duration of this benefit.
At the UWV, they opted for a thorough preparation of webcare. “If you do it right peru phone number list that story will always be somewhere on the internet. And if you don’t do it right, it will always be circulating,” says Jeroen Bakker of the UWV. “What happens online stays online.” According to Jeroen, you should therefore never just start with webcare. If you make mistakes, they will always haunt you and that is – to put it mildly – bad for your image.
The UWV webcare team was set up as a pilot in June 2009. From the start, it consisted of 4 customer advisors and 1 supervisor. From July to December, blogs, forums, social networks and Twitter were used to see what was being said about UWV. What did they find? The UWV was mentioned 5,000 times during the 3 months of monitoring. It quickly became clear that the implementation agency could indeed play a significant digital role. Many questions were asked about all the regulations, benefits and laws, especially on forums and on Twitter. Extensive research was done into how many responses the UWV would have to give and how much time this would take. Research was also done into which questions and problems the webcare team could respond to and whether customers would appreciate and accept this form of service provision.