As these organizations turn to ICT, the goal is the development of solutions that enable them to provide high-quality services, satisfy stakeholders and improve efficiency of key processes. Moreover, the challenges resulting from social security’s ongoing evolution, e.g. coverage extension and the development of safety nets in times of crisis, require a more intensive and sophisticated use of technology in the social security domain.

The use of ICT is widespread enough to illustrate the parameters that institutions should consider when planning for their own administrative settings and to reveal trends. Historically, the social security sector has been pioneer in using new technologies, particularly when applied to large-scale and complex systems. The report that follows presents the main findings and conclusions of the three-year project: ICT as a strategic management tool in social security organizations.