Simple, secure and fast – the SVZ offers improved customer service through simplified processes

Digital transformation is also taking hold at the SVZ and is a central pillar of its corporate development. The SVZ aims to provide more efficient, user-friendly, and contemporary customer service. SVZ customers should be able to communicate easily, securely, and quickly online.

In 2024, the SVZ introduced numerous interactive online forms in various departments of the Compensation Office. These replace traditional paper documents and enable applications and requests to be submitted easily and directly online. The process is not only faster and more convenient, but also an important step toward a more modern, flexible, and customer-oriented service.

The long-term goal is for certain applications to proceed directly to processing after an automated review. In this way, the SVZ provides its customers with even more convenient access to its services while simplifying the processing of complex procedures.

With great motivation, curiosity, and the firm conviction to sustainably improve customer service, the SVZ ventured into the digital world. We at aforms solutions & service GmbH were privileged to accompany them as their partner. aforms has more than 15 years of experience in e-government and, with its comprehensive expertise, has provided the SVZ with significant support in the design and implementation of the interactive online forms. To ensure the sustainability of the transformation, the SVZ has built up internal expertise through targeted employee training. This will enable it to largely independently develop and adapt the forms in the future.

SVZ customers have been able to use the first digital services since June 2024:

• Ordering IK account statements (individual account)
• Registration as an employer for staff in a household or property

Continuous expansion of digital services: efficient, flexible and customer-oriented

Since its successful launch in June 2024, the SVZ has continuously expanded its online offering. It now offers the following additional services:

• Ordering tax or disability insurance ID cards
• Notifications of changes and general inquiries
• Submission of illness and disability expenses
• Notification of changes to supplementary benefits

And that's just the beginning. The SVZ is continuously working on developing additional digital forms to offer its customers an even more comprehensive and convenient service offering.

The advantages of online forms: Focus on efficiency and customer satisfaction

The introduction of interactive online forms brings numerous advantages:

• Increased accessibility – SVZ customers can submit applications at any time and from any location and are guided through the application process individually.
• Efficient triaging – Requests are recorded and prioritized more quickly, reducing wait times.
• Early detection of key areas – Workloads can be identified early and managed in a targeted manner.
• Optimized staffing – SVZ employees can be deployed more effectively and resource-efficiently.
• Foundation for end-to-end processes – The online forms form the basis for automated review and processing processes.
• Fewer queries and file additions – The quality of the data submitted is beneficial for the SVZ, leading to a reduction in queries and file additions.

Conclusion

Digital transformation is a key milestone in the SVZ's continued development. The introduction of online forms has already resulted in measurable improvements in process optimization and customer service. While the initial launch presented some challenges, the long-term benefits clearly outweigh them. Through the continuous development and optimization of its digital solutions, the SVZ will not only operate more efficiently, but will also better meet the growing demands and needs of its customers.

Source: Jahresbericht SVZ Thurgau 2024 S.16/17 »