BPI Challenge 2016: Complaints

BPI Challenge 2016. This particular file contains the activity log for Complaints. 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.

BPI挑战赛2016（BPI Challenge 2016）。本数据集包含投诉相关的活动日志。
其父项为BPI挑战赛2016 UWV（员工保险机构），UWV是荷兰自治行政机构（ZBO），受社会事务与就业部（SZW）委托，在荷兰境内开展员工保险业务，并提供劳动力市场与数据服务。
荷兰员工保险业务依据多部法律法规开展，包括《失业保险法》（WW）、《劳动能力与收入法》（WIA，内含《完全伤残福利条例》（IVA）、《重返工作（部分残疾）条例》（WGA））、《残疾青年救助法》（Wajong）、《伤残保险法》（WAO）、《自营职业者伤残福利法》（WAZ）、《工作与护理法》（Wazo）以及《疾病津贴法》。
本数据集覆盖8个月周期内的客户联络数据，UWV希望从中挖掘客户旅程相关的业务洞察。
数据采自五大不同渠道：1）未登录访客的www.werk.nl网站点击数据；2）登录客户专属板块的www.werk.nl网站点击数据（可关联至对应登录客户）；3）Werkmap消息数据，记录客户通过数字渠道联络UWV的相关情况；4）呼叫中心通话数据，记录客户致电呼叫中心的情况；5）投诉数据，记录客户的投诉情况。
所有数据均附带经匿名化处理的客户相关信息字段，以及客户访问的网站、通话或投诉内容等相关信息。
数据集内的文本在适用场景下同时提供荷兰语与英语版本。URL依据数据采集阶段的网站架构生成。
UWV希望获取以下方向的业务洞察：各联络渠道的使用模式、客户在不同联络渠道间的切换时机与动因，以及行为数据中是否存在可识别的清晰客户画像。此外，UWV还希望获得无需变更客户联络渠道即可优化服务的相关建议。