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NAV should provide better follow-up of users with a need for coordinated services

NAV’s policy instruments must to a greater extent be used in a manner that is efficient for the users with a need for services from both the state and the municipality. - An improved collaboration between the state and the municipalities is necessary if the users are to receive the guidance and assistance they need from the NAV offices, says Auditor General Jørgen Kosmo.
Published 6/14/2012 12:35 PM

Document 3:16 (2011-2012) The Office of the Auditor General’s investigation of the partnership between the state and the municipalities in the Norwegian Labour and Welfare Administration (NAV) was submitted to the Norwegian Storting on 14 June 2012.

Through the partnership with NAV, the state and the municipalities shall collaborate on providing users at the NAV offices with the best possible services. A majority of the employees and supervisors at the NAV offices in general believe that the collaboration between the state and municipal parts of the service functions well. At the same time the survey shows that the collaboration can be improved in several areas and that there is a potential for utilizing the resources better across state and municipal divisions in NAV.

Many state employees do not have access to necessary information from the municipal case processing systems, and many of them have not been given sufficient training in these systems. Among municipal and state employees there are many who have not received sufficient training so that they can provide information and guidance to users concerning benefits and policy instruments in the other party’s area of responsibility. This entails that not all users received the best possible integrated services.

Municipal employees spend more time on state services and benefits than vice versa. The Ministry of Labour and the Norwegian Labour and Welfare Service should contribute to a more uniform management of the NAV offices, e.g. by enabling municipalities to use the state management system in NAV more easily if desired.
Many NAV offices do not have public reception facilities with a physical design that protects privacy.

- It should be a matter of course that the users should be able to present their case undisturbed. The Ministry of Labour must to a greater extent follow up the agency’s work on designing the offices, says Kosmo.

The Ministry of Labour states that a joint case processing system, a common understanding in the state and the municipalities, and the development of performance indicators across the state and municipalities are crucial to increasing the scope of task implementation in each other’s fields. The Norwegian Labour and Welfare Service will facilitate the establishment of user committees that comprises several offices, and make input from central, regional and other local user committees available to all NAV offices. The Ministry will also consider asking the Norwegian Labour and Welfare Service to provide an annual account of the protection of privacy at the offices.

The document can be downloaded via the link on the right.

Public institutions can order the document from the Government Administration Services, tel. (+47) 22 24 20 00, publikasjonsbestilling@dss.dep.no. Others can order it from Fagbokforlaget AS, tel. (+47) 55 38 66 00, offpub@fagbokforlaget.no.

The deferral of public access to documents prepared by or for the Office of the Auditor General in connection with Document No 3:11 (2011-2012), cf. the Act relating to the Office of the Auditor General section 18 second paragraph, is hereby set aside.

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