The Social Insurance Institution (SVA) St.Gallen reached an important milestone in the digitalization of its insurance processes with the introduction of AFORMSOLUTION (AFS) in 2018. This implementation enables the SVA St.Gallen to record form data in a structured, validated and complete manner and to integrate it seamlessly into its electronic archive and workflow system.
In order to meet increasing customer demands and increase process efficiency, the SVA St.Gallen is digitizing its forms using the AFORMSOLUTION software. A proof of concept (PoC) was carried out with the complex family allowance form. This digital form has been in use since 2019 and records around 5,500 digital applications received annually.
Before:
After:
The rate of applications completed on the first submission rose from 35% to 65%. Reasons for not reaching 100% include uploading incorrect documents, bypassing employer forwarding and missing data from ex-partners.
The digitization of the form processes by AFORMSOLUTION led to a significant improvement in efficiency and quality. Processing times were reduced by an average of 70-75%, from 28 to 7 days. This change not only resulted in faster processing of digital applications compared to traditional paper applications, but also in improved data quality and increased customer
Implementing the project brought challenges, including technical complexity, an initially unclear scope of development and the coordination of internal contacts. Targeted communication with employees proved crucial for the acceptance of the new digital processes. SVA deliberately decided to start with the most complex form, which required a detailed process map as a basis for implementation.
In order to implement a complex online form, such as the SVA St.Gallen family allowance form, a comprehensive conception phase is required. The result of this phase can be seen in Figure 2. The process map shown shows all the variants that can be selected in the form. One form - many possibilities.
A strong partner for digitalization
The SVA St.Gallen chose aforms as a partner who not only offers a user-friendly solution in form management, but also provides comprehensive advice on setting up a digital form inventory. This collaboration enables the SVA St.Gallen to independently create and manage dynamic online forms, thereby permanently anchoring the transformation from paper to online forms.
aforms has a wealth of experience with form implementation in the public sector and is therefore not just a software supplier for us, but also a valuable sparring partner. With aforms we can implement everything from simple order forms to highly complex registration forms. We benefit from a mature and established solution as well as the high level of consulting expertise of our aforms partners.
Peter Ringeisen
Head of Corporate Development
SVA St.Gallen
With AFORMSOLUTION, SVA St.Gallen has taken a decisive step towards digitalization. The structured and media-consistent data capture optimizes processes, increases customer satisfaction and saves time and money. Experience to date shows that the digitalization of form processes not only simplifies workflows, but also forms the basis for further digitalization steps.
If you would like to see the forms yourself, you can test them here:
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