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E-Aplication System
Republic of Turkey Prime Ministriy Undersecretariat of Treasury

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
Before implementation of the E-Application System, the process for the evaluation of the citizens' complaints about various operations of insurance companies were done through paperwork. Since the evaluation process on a complaint petition have required some correspondences with the insurance companies and/or institutions about the claims in the petition and the number of petitions were quite high, the evaluation process were necessitating enormous paperwork and time. Due to this reasons, the evaluation process before the System caused great inefficiency.

B. Strategic Approach

 2. What was the solution?
The E-Application System was proposed and developed by the Directorate of General Insurance which is a unit of the Undersecretariat of Treasury. The System aimed to create an electronic platform that enables the citizens to deliver their complaints quickly and to get the response of the relevant insurance company and/or the institution related to the claims in the complaints and to give feedback in response to the relevant insurance company and/or the institution. If the citizen finds the response of the insurance company and/or the institution insufficient at feedback stage, then the Undersecretariat of Treasury examines the case and finally sends an explanation to the citizen about the result of the complaint. Since all these steps are done electronically, the System overcame the problem of the use of the postal service by all parties, in turn, the burden of the paperwork and it decreased the time spent in the evaluation process . Moreover, through formation of a database keeping detailed statistics for the ingredient of the complaints, it became easier to figure out the points on which the clashes are concentrated.
 3. How did the initiative solve the problem and improve people’s lives?
The System innovates the whole evaluation process of the complaints. It gave the complainer citizen and the relevant insurance company and/or the institution to negotiate and if they cannot reach an agreement then the Undersecretariat of Treasury is involved. And all this process works electronically and operates fast.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
The blueprint of the System was designed by the Directorate of General Insurance then IT Department of the Undersecretariat of the Treasury conducted necessary IT based works regarding creation and test of the System. Initially, only 5 nonlife and 2 life insurance companies took part in the System.To ensure proper working of the System, in 01.12.2010 complaint petitions taken via postal service were transmitted to the relevant companies without direct involvement of citizens. Later in 01.01.2011 all insurance companies and citizens have been given access to the System via website of the Undersecretariat of Treasury. In 01.01.2012, in addition to companies some institutions related to insurance market were integrated to the System.
 5. Who implemented the initiative and what is the size of the population affected by this initiative?
All the development process of the System is implemented by the Undersecretariat of the Treasury However, the evaluation procedure of complaints within the System framework requires participation of the insurance companies and/or the institutions due to being addressee of the complaint.
 6. How was the strategy implemented and what resources were mobilized?
Both the technical and human resources of the Undersecretariat of Treasury were quite sufficient for the development of the System so that it did not create a financial burden. Therefore, the System was developed totally by use of current resources within the Undersecretariat of Treasury.
 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The System decreased the paperwork dramatically. Systematic data gathering on complaints became available owing to the formation of a database within the framework of the System. Hence, the System enabled the insurance authority, which is the Directorate of General Insurance, to figure out the issues on which complaints are concentrated. Since the application procedure evolved into an online form; It became easier, faster and cheaper for citizens to deliver their petition.
 8. What were the most successful outputs and why was the initiative effective?
In order to ensure complaints to be evaluated properly and punctually by insurance companies and institutions, the System sends e-mails to the insurance companies and instituions’ staff responsible of the System including a vice general manager and a department manager. When a citizen or staff of insurance companies and institutions encountered a problem during the execution of the System, he/she has been directed to the personnel of the Directorate of General Insurance who initially tries to solve the problem by use of the tools available in the System if the personnel cannot provide a solution then the situation is reported to the IT Department of the Undersecretariat of the Treasury. Hence, both at design and execution stages of the System, the Directorate of General Insurance and the IT Department of the Undersecretariat of the Treasury have worked in cooperation.
 9. What were the main obstacles encountered and how were they overcome?
The idea of development of the System was found by the Directorate of General Insurance but the implementation of the IT based work was done by IT Department. Hence it was difficult for the Directorate of General Insurance personnel to convey their will to the IT personnel who were devoid of the necessary insurance knowledge. And similarly, IT personnel had trouble in explaining IT based dilemmas to the Directorate of General Insurance personnel who did not have the background related to IT knowledge. However, owing to a series of meetings and cooperation the problem was overcomed.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
As mentioned above, due to the System being an electronic platform, the paperwork decreased dramatically and systematic data gathering on complaints became easier. Moreover, the number of complaints rose rapidly showing that it became easier for citizens to deliver their complaints.
 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
The System has a dynamic structure and Thus the System can be considered as financially or institutionally sustainable. Nationwide dissemination or the replication of the System is not the case. However, it creates a prototype for other forthcoming project of the Directorate of General Insurance which would enable the opinion of each insurance company and institution about a draft legislative arrangement to be taken electronically.
 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
The complaints are the easiest way to figure out the problematic points of a financial product. Especially in liability insurances, in addition to policy holders and/or the insured people, the injured parties also have direct right of action against the insurance companies. Therefore, the complaints about insurance business require more effective and proactive complaint handling models. With this regard, IT based solutions are the best way that fits for this purpose. However, due to insurance being a commercial business, intervention of public authority must be used effectively. The authority must deal with the problem if the parties cannot reach an agreement. Otherwise, the insurance companies may not use initiative for the solution of the problem. Lastly, easy access to the System increases the public awareness regarding the rights arising from an insurance policy and insurance legislation.

Contact Information

Institution Name:   Republic of Turkey Prime Ministriy Undersecretariat of Treasury
Institution Type:   Government Department  
Contact Person:   Muharrem Umut
Title:   Head of Department  
Telephone/ Fax:   +90 (312) 204 74 87
Institution's / Project's Website:  
E-mail:   muharrem.umut@hazine.gov.tr  
Address:   Undersecretariat Of Treasury Directorate of General Insurance Inonu Bulvari No:36 06510 Emek / ANKARA-Turkey
Postal Code:   06510
City:   Ankara
State/Province:   Ankara
Country:  

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