Government organisation UWV sorts out citizen experience with just-in-time processing

Industry

Government agency

Challenge

Based in the Netherlands, UWV government department was seeking a cost-effective way to unify inhouse and external document archiving while maintaining strict privacy and regulatory compliance.

Solution

Iron Mountain® records management service including document prioritisation, collection, indexing, packaging, secure off-site storage and retrieval.

Value

• Faster processing of benefit claims and payments.
• 20% to 30% cost saving.
• Several archivists redeployed to more fulfilling roles.
• Less risk of information over-retention.
• Assured continuity of governance and compliance.

Helping citizens get back on their feet

With around 22,000 staff, Uitvoeringsinstituut Werknemersverzekeringen (UWV) collaborates closely with municipalities, employers and other organisations throughout the Netherlands to promote employment and reduce reliance on social security benefits. A role that proactively helps job seekers transition back into the workplace through placement support and retraining programmes.

Efficient records management is crucial to achieving these goals. Over the course of the year UWV manages several million sensitive documents related to work histories, health status, previous claims, welfare services and other factors.

Blended physical and digital records strategy

Good progress with scanning projects had seen UWV digitise some 2.5 million documents over the previous 12 months.

However, because the agency is legally required to retain many physical files, daily operations are unlikely to ever be completely paperless. Previously, those paper files were distributed across different UWV buildings and external storage partner facilities, resulting in limited access and delays retrieving records.

With paper volumes constantly growing and archiving space fast diminishing, the agency launched a rigorous competitive tender process. The proposal from Iron Mountain® was chosen based on invaluable criteria.

Jennifer Kortzorg, Contracts and Supplier Manager at UWV, explained, “Along with a proven track record Iron Mountain scored highest in the areas that mattered most, such as quality, price, and compliance and security certifications. Subsequent meetings were positive, and they clearly listened to and understood our requirements.”