Prof. Shlomo Mor-Yosef, Former Director General of the Israeli National Insurance Institute

How We Changed The Experience Of Applying For Benefits

Prof. Shlomo Mor-Yosef, Former Director General of the Israeli National Insurance Institute
Engagement with people
12,335
1,507
Answers
Insights Bulb for Civic Engagement
9
Insights
Make Decisions
77%
Impact

First, the National Insurance Institute defined its consulting question:

About 120,000 Israelis are referred to medical committees each year. How can we create a better experience for them, even when their claim is rejected?

The Institute launched its consulting website

Citizens, beneficiaries and those managing the medical committees know how to improve the emotional experience of appearing before a committee. The NII decided to relay on their advice.

Insights website on desktop

Thousands of answers were collected online and offline

Insights enables you to reach out through various channels: personalized emails, text messages, campaigns on social networks, physical roundtables and phone calls (IVR).

Insights website on mobile device

Our AI-powered platform turned answers into insights

Our algorithms grouped together similar statements and asked users to verify the matching and offer an insight for each group. All insights were reviewed and verified by our team.

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COMMUNITY

Users were asked to match similar highlights or create new insights. 

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ALGORITHMS

AI grouped similar highlights and asked users to offer an insight.

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ANALYSTS

Final insights were reviewed and verified by our professional team.

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Dramatic decisions were made following the insights

"There is a feeling that the committee does not know the case... Each meeting should start with the committee presenting the story and the documents, instead of the insured..."

"Be active in finding the benefits to which the insured might be entitled and prepare him/her for the committee itself... Appoint a case manager to be responsible and accountable for the entire claim..."

"The beneficiaries do not understand the process and its phases... We need an online interface that will enable monitoring of the claim from beginning to end, with push updates..."

Based on the decisions, everyone was updated on their impact

פרופ' שלמה מור יוסף, מנכ"ל המוסד לביטוח לאומי לשעבר

How We Changed The Experience Of Applying For Benefits

מנכ"ל המוסד לביטוח לאומי לשעבר
Engagement with people
77%
השפעה
9
תובנות
Insights Bulb for Civic Engagement
1,507
תשובות
Make Decisions
12,335
משתתפים

First, the National Insurance Institute defined its consulting question:

About 120,000 Israelis are referred to medical committees each year. How can we create a better experience for them, even when their claim is rejected?

התשובות נאספו בערוצים שונים

תובנות מאפשרת להגיע לקהלי היעד בערוצים שונים: הודעות דוא"ל אישיות, מסרונים, פוסטים ברשתות חברתיות, שולחנות עגולים פיזיים ואפילו שיחות טלפון המפנות להקלטה בתא קולי.

אתר תובנות בטלפון נייד

האלגוריתמים שלנו סייעו בגיבוש תובנות מרכזיות

אנו משלבים בין בינה מלאכותית (AI) לבין בינה קבוצתית (CI), על מנת לקבץ אמירות משותפות ולייצר מהן תובנות: המשתתיפים מסמנים משפטים, אלגוריתמים מקבצים אותם ומאפשרים ניסוח תובנות משותף.

מנהלי התהליך

מנהלי התהליך

הצוות שלנו עובר ומשפר את התובנות שגובשו. בסופו של דבר, התובנות נשלחות לארגון לאישור סופי.

בינה מלאכותית

בינה מלאכותית

אלגוריתמים מתקדמים של זיהוי שפה (NLP) לומדים מפעולות המשתתפים, ומקבצים תשובות דומות.

בינה קבוצתית

בינה קבוצתית

המשתתפים מבצעים משימות פשוטות, ומסייעים לאלגוריתמים שלנו לקבץ אמירות דומות ולנסח תובנות.

מנורה

Dramatic decisions were made following the insights

"There is a feeling that the committee does not know the case... Each meeting should start with the committee presenting the story and the documents, instead of the insured..."

"Be active in finding the benefits to which the insured might be entitled and prepare him/her for the committee itself... Appoint a case manager to be responsible and accountable for the entire claim..."

"The beneficiaries do not understand the process and its phases... We need an online interface that will enable monitoring of the claim from beginning to end, with push updates..."

Based on the decisions, everyone was updated on their impact

אנחנו שומרים מידע על המחשב שלך, כדי לאפשר לך חווית גלישה מיטבית באתר.  קריאה נוספת | סגירה

Prof. Shlomo Mor-Yosef, Former Director General of the Israeli National Insurance Institute

How We Changed The Experience Of Applying For Benefits

Prof. Shlomo Mor-Yosef, Former Director General of the Israeli National Insurance Institute
Engagement with people
12,335
User
1,507
Antworten
Insights Bulb for Civic Engagement
9
Erkenntnisse
Make Decisions
77%
Impact

First, the National Insurance Institute defined its consulting question:

About 120,000 Israelis are referred to medical committees each year. How can we create a better experience for them, even when their claim is rejected?

The Institute launched its consulting website

Citizens, beneficiaries and those managing the medical committees know how to improve the emotional experience of appearing before a committee. The NII decided to relay on their advice.

Insights website on desktop

Thousands of answers were collected online and offline

Insights enables you to reach out through various channels: personalized emails, text messages, campaigns on social networks, physical roundtables and phone calls (IVR).

Insights website on mobile device

Our AI-powered platform turned answers into insights

NLP algorithms grouped together similar highlights and asked users to offer an insight for each group. All insights were reviewed and validated by our team before they were sent to the NII for approval.

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ALLE USER

Viele User extrahierten die wesentlichen Punkte aus ihren Antworten.

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UNSERE ANALYSTEN

Unsere Analysten schlossen die Analyse ab und legten die Erkenntnisse vor.

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IHR TEAM

Die Entscheidungsträger vor Ort bestätigten die Erkenntnisse.

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Dramatic decisions were made following the insights

"There is a feeling that the committee does not know the case... Each meeting should start with the committee presenting the story and the documents, instead of the insured..."

"Be active in finding the benefits to which the insured might be entitled and prepare him/her for the committee itself... Appoint a case manager to be responsible and accountable for the entire claim..."

"The beneficiaries do not understand the process and its phases... We need an online interface that will enable monitoring of the claim from beginning to end, with push updates..."

Based on the decisions, everyone was updated on their impact