Changes in social security programmes require ever increasing reliance on ICT. However, major ICT projects continue to present unpredictable risks and challenges.

Social security projects face particularly great challenges when they rely on leading-edge technology to support complex, distributed and collaborative service delivery models. The ISSA Technical Commission on Information Technology and Communication (ICT) survey (2005-2006), the International Conference in Moscow (2005) and the Technical meeting for African ICT experts and managers in Marrakech (2006) identified examples of successful applications of new technologies for social security organizations.

The wide-ranging survey and the experiences presented at the above-mentioned events covered many issues of significant relevance to organizations considering major ICT investments. They indicate that the political, financial and legal infrastructures to support better Internet services exist in many countries. Nevertheless, relatively few countries are offering services that exploit the potential permitted by their environments.

Additionally, many organizations, representing all regions, have concerns about the difficulties in ensuring effective knowledge transfer by consultants. Can social security organizations share their experiences and thereby motivate the consultancy industry to address the real needs of social security administrations more effectively? The main findings are presented with a high level comparison of general administrative and ICT challenges.