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Resistance to e-solutions stands in way of improved services
Photo: Dennis van Zuijlekom
Research conducted by the International Social Security Association (ISSA) has highlighted the enabling role of ICT in permitting greater, and often personalized and round-the-clock, interaction between citizens and social security organizations. However, to optimize this potential, to improve service quality on a mass scale and to manage a growing volume of client data, the correct choice of ICT platform remained critical.
Other ISSA findings spotlighted that ICT has enabled the implementation of increasingly sophisticated social programmes and supported reforms and coverage extension, all of which were being accomplished with greater efficiency and at a faster pace.
A number of challenges remained, however. Of greater concern than limited economic resources were issues of weak administrative capacity and low human resource skills. Notably, practical ICT solutions were increasingly affordable. But the real challenge often lay with convincing service providers and clients, especially older clients, to make use of such technologies.
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