BPI Challenge 2016: Werkmap Messages
Datacite citation style:
Dees, M.; van Dongen, Boudewijn (2016): BPI Challenge 2016: Werkmap Messages. Version 1. 4TU.ResearchData. dataset. https://doi.org/10.4121/uuid:c3f3ba2d-e81e-4274-87c7-882fa1dbab0d
Other citation styles (APA, Harvard, MLA, Vancouver, Chicago, IEEE) available at Datacite
Dataset
usage stats
5426
views
1660
downloads
categories
time coverage
2015-07/2016-02
licence
4TU General Terms of Use
collection
BPI Challenge 2016. This particular file contains the activity log for Werkmap Messages.
Parent item:
BPI Challenge 2016
UWV (Employee Insurance Agency) is an autonomous administrative authority (ZBO) and is commissioned by the Ministry of Social Affairs and Employment (SZW) to implement employee insurances and provide labour market and data services in the Netherlands. The Dutch employee insurances are provided for via laws such as the WW (Unemployment Insurance Act), the WIA (Work and Income according to Labour Capacity Act, which contains the IVA (Full Invalidity Benefit Regulations), WGA (Return to Work (Partially Disabled) Regulations), the Wajong (Disablement Assistance Act for Handicapped Young Persons), the WAO (Invalidity Insurance Act), the WAZ (Self-employed Persons Disablement Benefits Act), the Wazo (Work and Care Act) and the Sickness Benefits Act. The data in this collection pertains to customer contacts over a period of 8 months and UWV is looking for insights into their customers' journeys. Data has been collected from several different sources, namely: 1) Clickdata from the site www.werk.nl collected from visitors that were not logged in, 2) Clickdata from the customer specific part of the site www.werk.nl (a link is made with the customer that logged in), 3) Werkmap Message data, showing when customers contacted the UWV through a digital channel, 4) Call data from the callcenter, showing when customers contacted the call center by phone, and 5) Complaint data showing when customers complained. All data is accompanied by data fields with anonymized information about the customer as well as data about the site visited or the contents of the call and/or complaint. The texts in the dataset are provided in both Dutch and English where applicable. URL's are included based on the structure of the site during the period the data has been collected. UWV is interested in insights on how their channels are being used, when customers move from one contact channel to the next and why and if there are clear customer profiles to be identified in the behavioral data. Furthermore, recommendations are sought on how to serve customers without the need to change the contact channel.
history
- 2016-04-22 first online, published, posted
publisher
UWV
format
media types: text/csv
references
organizations
UWV
DATA
files (1)
-
4,673,269 bytesMD5:
632910e6991077f5026042136c27c6e2
BPI2016_Werkmap_Messages.csv - download all files (zip)
4,673,269 bytes unzipped