CWI - Government Center for Work and Income
The Client
The Government Center for Work and Income (CWI) is an important bridge between the employers and the unemployed. Employers get information about the job market and active support from CWI to find the right personnel. People looking for a job get information about available job openings and can request various government support subsidies for unemployed. Additionally, CWI grants permission to end employment contracts to employers and helps employers and employees in matters of employment laws. CWI is actively involved to make all its information available on the internet to improve the self service for employees, employers and unemployed.
The Challenge
The website www.werk.nl is an initiative of CWI and is an not for profit online job board. It offers employers and unemployed an ideal exchange for information: employers can post their job openings, while unemployed people can post their resumes. CWI keeps an eye on the quality of information and tries to provide the best infrastructure to get matches between both groups. Besides that, the site offers a wealth of information on all aspects of work.
The site is a great initiative, but CWI was not quite happy. The crucial procedural information is not often found. Visitors of the site end up regularly in irrelevant of too specific information when they are looking for information on common topics. This eventually will lead to calls to the call center of CWI which diminishes the value of the web site and increases the cost of the call center.
The Solution
Q-go has implemented its search engine on the website of CWI. Questions of visitors are now being answered through the use of a database of model questions and answers that has been prepared by CWI. Q-go has attached the relevant answers to all model questions, and when a model question is clicked, the related text that really answers the question, will be shown on the website. This is a major improvement over the old situation: information was spread over multiple pages and the visitor had to find the answer on his question inside long web pages. The new approach gives the correct answer directly and it also provides links to related information. These links to related information ensure that also subsequent questions of visitors can be answered directly, even before the visitor has asked them!
The Successes
The implementation at CWI could be realized fairly quickly, thanks to the experience of Q-go at another government institution, UWV. In just two months, the complete project was finished. Q-go and CWI only needed two weeks to define the relevant model questions! After that, Q-go trained the employees of CWI to maintain the Q-go system themselves. The result? Direct, relevant information for all visitors of www.werk.nl whatever they are looking for.
