Nav plays a key role in ensuring social and economic security and supporting transitions to work and activity. To fulfill this mission, its services must be accessible to those who need them.
On behalf of the Ministry of Labour and Inclusion, Oslo Economics conducted a study on Nav’s accessibility, in collaboration with Eric Breit (BI) and Knut Fossestøl (AFI). The study examined how users, employers, and partners experience contacting Nav and receiving information, guidance, and assistance, as well as challenges and consequences of limited accessibility.
Based on extensive data—including surveys of the general population, Nav offices, employers, and partners, as well as interviews with users with greater support needs and Nav staff—the findings show that Nav’s accessibility is generally perceived as good. However, some vulnerable users struggle to access services, particularly those with limited digital skills or device access. These users often face difficulties finding relevant information or reaching the right person and prefer in-person assistance. The shift toward digital channels, combined with reduced opening hours at local offices, appears to have made Nav less accessible for this group.
Read the full report here.
