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Summary
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There was also a lack of risk assessment in the project even though
several employees within the organisation voiced a concern over risks
and negative effects of the project
The ISF notes that shortcomings in the implementation process can
largely be attributed to the then management philosophy where one
overall goal was to increase customer satisfaction with the agency,
overshadowing legal certainty and insurance medicine.
Conclusions
The ISF concludes that the project of simplified medical certificates
was implemented prematurely. An adequate follow-up system was in
place only a month before the implementation was discontinued.
This does not mean that the idea of differentiation of medical
certificates should be abandoned, but it requires a more thorough
planning process including risk assessment and a follow-up system
to be in place.
Since the implementation of simplified medical certificates, the SSIA
has appointed a new director general. The strategy and focus have
also been altered stating that the SSIA’s operations should be
characterised by legal certainty and efficiency which should lead to
customer satisfaction.
It is also important following a major change in a work process to
involve all levels of the organisation, as this appears not to have been
the case with the initial approach to the use of simplified medical
certificates.