eSV - the forward-looking initiative of all social insurance institutions for a customerfriendly service on the internet. Customer and service orientation have always characterised social insurance in Austria. Customer requirements are essential when exploiting new technological possibilities. Taking these changes into consideration, all Austrian social insurance institutions have initiated the project "electronic social insurance" (in short eSV) under the coordinating leadership of the Main Association of Austrian Social Security Institutions. eSV uses the internet in order to establish new and forward-looking ways of offering services through a single provider and to actively include customers in the handling of their requests. Apart from the mediation of content, eSV considers the interaction and dialogue with the insured, employers and partners as its main objectives. As part of the public administration, eSV also considers one of its most important tasks to offer its customers secure communication and data transfer and to offer its service with certified authentication and digital signature on the basis of existing European standards and Austrian legal requirements. Customer-oriented administration through interactive communication between customer and adviser is the medium-term goal of the project. This will, in the long run, lead to a cost reduction in the administrative sector through the streamlining of administrative tasks

Main results, benefits and impacts

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Return on investment

Return on investment: Not applicable / Not available

Lessons learnt

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