The implementation of complex IT solutions at the level of a large company usually represents time-, financially and personnel-intensive project execution. However, in the case of the electronic signature of clients in the General Health Insurance Company, this solution was deployed in just two weeks.
The project was implemented primarily under the direction of the internal IT department of the General Health Insurance Company (VšZP) in cooperation with the SIGNATUS team from Anasoft. By implementing this project, VšZP responded to the possibility of changing the insurance company in 2021 with the intention of attracting new clients.
The primary goal was to simplify filling out, signing and sending the digital application for new policyholders. Potential applicants for VšZP services sign applications on the touch screens of their own devices. They do not have to visit branches or print a form and send it by post.
About project details, digitization of processes in a large insurance company, or various uses for the so-called biodynamic signature (handwritten electronic signature with biometric recording) we spoke with the director of the information technology department at VšZP, Mr. Mgr. Ing. Martin Vojtek.
Recently, we have observed intensive communication and modernization of services in VšZP.What was the main motive for the implementation of the electronic signature?
VšZP constantly strives to ensure that the services offered to insured persons are useful and efficient. The digitalization effort of the largest health insurance company is to bring modern tools and functionalities that will make life and health care easier for clients, payers and health care providers. The biodynamic signature is a natural part of the ongoing digitization.
The main motive for its implementation was to simplify the client's communication with the health insurance company. It is a fast, modern and secure tool. It enables the signing of an electronic application to the insurance company in PDF format. Works on mobile, tablet and laptop with touch screen. It is a method of signing electronic documents with a digital pen or finger on the device's display. The insured person no longer has to visit a branch for the application, nor does he have to print it and send it by regular mail or deal with its signature by courier.
This form does not require any special technical equipment from the client, such as a chip card reader and the like. Therefore, everyone can use the biodynamic signature. It is a tool that is the next step in VšZP's efforts to become the so-called paperless company.
How does the deployment of such a solution take place in terms of time and resource requirements?
The implementation of the biodynamic signature consisted first of all in finding and testing possible solutions, which took about 4 months. This was followed by procurement in accordance with the Law on Public Procurement. After that, we deployed the biodynamic signature in VšZP and its integration took place. After successful testing, we informed our policyholders about the new service.
How do your clients react to such a signature?
Since the biodynamic signature is new in VšZP, we are currently at the level of 1% use of the biodynamic signature from the applications created. It always takes a long time for clients to adopt any innovation.
In what scenarios is the biodynamic signature currently being used?
The biodynamic signature is currently used when applications are submitted online via the VšZP website. However, we are interested in expanding its use for other documents as well.
Does such signing affect associated processes? Either in a positive or negative sense.
Minimal, since even before it was possible to sign applications with a qualified electronic signature (via eID), or previously send the signed ones through the "general agenda" service within the UPVS (eGOV). The impact we are now verifying in the pilot operation is whether and what impact the new alternative (biodynamic signature) will have on how many people will prefer an electronic signature to a paper version.
What response did the signing have internally?
The response came from the health insurance department, where they registered a great interest in the use of biodynamic signatures for signing applications from clients at the front and back offices in branches. This means, instead of a paper application, an electronic application is used and signed with a biodynamic electronic signature.
What are the plans for digitization and signing in the future?
Other activities are also taking place in parallel, and for some, the use of an electronic signature is also expected, but considering the context, it will be the use of KEP, or improved electronic signature according to Act 153/2013.
