Success story
NAV—Norwegian Labourand Welfare Administration
Industry• Public SectorSolution• OpenText Exstream™

Services• OpenText Professional Services

NAV consolidates customer
communication platforms
with OpenText

Government agency cuts costs, simplifies administration andspeeds up implementation of changes with OpenText Exstream
Results
Consolidates customer
communications in a single,
standard, enterprise platform
Reduces third party service
charges by several million
Norwegian Krone per year
Puts the control in the hands ofthe business with less relianceon IT for document updates“Selecting OpenText Exstream as our single, enterprise CCM
platform wasn’t just about the technology, which is extremelyimportant. We have been impressed by the people too.
The team at OpenText provides great service, delivers
what we ask for and understands our needs.”
Halldor Skattebo

Team Leader
NAVNAV consolidates customer communication platforms with OpenText

NAV, or the Norwegian Labour and Welfare Administration,
administers one third of the national budget through programs
such as unemployment benefit, work assessment allowance,
sickness benefit, pensions, child benefit and cash-for-care benefit.
Established in 2006 following the consolidation of multiple publicservices, NAV has 456 local, customer-facing offices, 100 special units
providing centralized services and employs around 19,000 staff in total.
Each year, NAV sends more than 20 million items of communication toaround 3.1 million customers. To achieve this, it uses multiple output
management solutions and is heavily reliant on an external provider
to implement new document templates or even make the smallest ofchanges for one of its platforms. The company was looking to takemore control of their operations in house.
Halldor Skattebo, team leader at NAV explained further, “We wanted totake control of our customer communications, cutting the delays inmaking even the smallest of changes to document templates and to
significantly reduce our costs. After careful consideration we decided
to consolidate onto a single platform, OpenText Exstream , which wefelt was best suited to meet our needs today and into the future.”
TM

Having used Exstream for some time as one of its Customer Communications Management (CCM) platforms, there was significant internal
knowledge at NAV of its capabilities. Consolidating onto a single CCM
platform with Exstream has eliminated the cost and delays of relying
on external providers for the development, maintenance and supportof the other solutions. These cost and time savings, along with theenhancements made to the Exstream platform in the latest releases
and comprehensive roadmap, contributed to the decision to move allcommunications to OpenText.

Seen as a digital transformation leader, around 50 percent of NAV’s
output is in printed format and 50 percent is digital.
The company is working toward a truly omni-channel customer communications strategy and projects that this will soon become 10 percent
print and 90 percent digital, encompassing email, online self-service,
SMS and mobile applications. One of the many reasons for selecting
OpenText was its inbuilt capabilities to meet these goals with its
enterprise scale platform.
“Where possible, our strategy is to implement standard solutions
that do not require bespoke development. This made the decision toexpand our use of OpenText Exstream an easy choice,” added Skattebo.
As a public-sector organization funded by the taxpayer, NAV has a
responsibility to provide value for money using technology where appropriate. Implementing Exstream as the single, consolidated CCM platform,
NAV will save several million Norwegian Krone a year alone by eliminating
the costs of the external party for template creation and maintenance.
This in itself will provide a return greater than the cost of implementation.
“Moving all of our communications to OpenText will mean we havethe standard platform we need and staff will be able to access it via
any browser. This will allow us to remove Microsoft ® Office frommany desktops, significantly reducing costs and simplifying supportand maintenance,” said Skattebo.
In addition to efficiency gains, Exstream will enhance customer service
by providing communications through an individual’s preferred communication channel. NAV will be better placed to comply with its obligations to
Norway’s citizens and improve the user experience—a significant focus.

“Where possible,
our strategy is toimplement standard
solutions that do
not require bespoke
development. This madethe decision to expand
our use of OpenText
Exstream an easy choice
as it meets our needs
today and our plans
for the future.”
Halldor Skattebo

Team Leader
NAVNAV consolidates customer communication platforms with OpenText

The NAV team will deploy the new solution working closely withOpenText Professional Services, ensuring maximum knowledgetransfer to NAV personnel, some of whom already have significant
experience with Exstream.
“We are also taking the opportunity to rationalize our templates
as we move to a single platform with OpenText. Currently, we havearound 3,500 templates which we will reduce to around 2,000. Thiswill allow us to remove all old code used by the previous solution,some of which is still producing errors,” stated Skattebo.

Once the initial migration and consolidation of templates has been
completed, NAV plans to expand its use of Exstream to other areas—for example internal communications.
“Selecting OpenText Exstream as our single enterprise CCM platformwasn’t just about the technology, which is extremely important. We
have been impressed by the people too,” said Skattebo. “The team at
OpenText provides great service, delivers what we ask for and understands our needs. We have very high confidence in both the solution
and the organization.”

About OpenText

OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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