RL - Public Sector

axway.com 3 The family branch Working with an ecosystem of partners The Fund is the "family branch" of France's social security system, which also includes branches for health and retirement. In addition, the Fund is part of a much larger "ecosystem" of partners that are involved in the delivery of public services. In fact, many public services — including the Fund's benefits payments — require the "co-production" of services by two or more partners of the ecosystem. For example, Fund beneficiaries must have a valid health ID number, which is maintained by the health branch. Payment of family benefits therefore relies on the co-production of services by the family and health branches. This co-production of services is at the heart of the Fund's policy to streamline delivery of benefits and improve the customer experience. But the Fund knew it would need to step up its game in order to handle: • Increasingly complex co-production scenarios • A vast increase in real-time communications • Stringent security requirements Improving the customer experience Expanding co-production of services To carry out its mission, the Fund works closely with an ecosystem of public and private partners, including: • Public agencies for health, disability, retirement and unemployment • Local government authorities, such as France's General Councils 3 , the elected assemblies of the French departments • National authorities, such as the French National Railway Company 4 • Landlords and housing lessors, for housing benefits • Financial partners, such as France's banks, for the payments of benefits The Fund wanted to improve the customer experience by simplifying beneficiaries' access to services while enhancing security. To achieve this goal, it was essential to: Description Every family in France relies on the National Family Allowances Fund 1 , the cornerstone of the nation's social safety net. The Fund is there when a baby is born, when a student needs help with the rent, or when the long-term unemployed need a helping hand. Active in every region of France, the National Family Allowances Fund covers over 30 million people — almost half the nation's population — and distributes over €73 billion per year in family benefits, housing allowances, and welfare for the very poor. These benefits are paid through 120 million bank transfers to over 11 million beneficiaries in France, including almost 14 million children. A national organization, the Fund also maintains a very local presence, with a network of 103 local family allowances funds 2 (one for each French department). The local funds are in direct contact with the general public and administer the benefits. Nationwide, there are 20 million visits annually to local fund offices, and 180 million visits to the Fund's websites. Overall, the Fund employs more than 30,000 people. These figures reflect the central role the Fund plays in the day-to-day lives of people in France. Footnotes 1 Caisse National d'Allocations Familiales (CNAF) 2 Caisse d'Allocations Familiales (CAF) 3 Conseils Généraux 4 Société Nationale des Chemins de fer Français (SNCF)

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