Abstract shot of contact icons connecting in a digital space, networking in cyberspace
Published:
28 May 2024
Type:

Analysis

Region:
Europe
Topic:
Coordination
Data sharing
Service delivery
Guideline:
Information and Communication Technology

Institutions support people in life transitions by “connecting the dots” of various social security and social services through systematic data exchange. The implementation of new mechanisms of data coordination has already proven instrumental for improving social security services and benefits, better reaching the population in need and, most importantly, facilitating tailored support to people during key moments of their life. 

Omnichannel marketing concept
Published:
12 October 2023
Type:

Analysis

Region:
Americas
Topic:
Technological transition
Communication
Multi-channel
Continuity and resilience
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Communication by Social Security Administrations

Communication plays an essential role in social security institutions so that members and beneficiaries have access to the information necessary to exercise their rights and fulfil their obligations through the services provided, as well as developing a social security culture. This article presents experiences of multi-channel communication strategies implemented by social security institutions in the Americas, which strengthened existing communication channels and developed new digital channels.

Resilience business for sustainable and inclusive growth concept
Published:
10 August 2023
Type:

Analysis

Region:
Americas
Topic:
Health insurance
E-services
Technological transition
Service quality
Continuity and resilience
COVID-19
Guideline:
Continuity and Resilience of Social Security Services and Systems

Institutional resilience and the need to maintain operational continuity are concepts widely recognised in social security as the main indispensable characteristics for providing services to the population in the event of natural disasters or unforeseen catastrophic events. This has manifested itself over the years in efforts to strengthen processes, infrastructure and the resources that institutions have available to cope with different crises.

Digital transformation concept. Binary code. AI (Artificial Intelligence).
Published:
27 July 2023
Type:

Analysis

Region:
Americas
Topic:
Innovation capacity
Human resource management
Business process
Technological transition
Service quality
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Human Resource Management in Social Security Administration

There is no single strategy towards digital transformation in social security institutions. This article shows how, through different approaches, institutions in the Americas have been able to move from an initial digitization of processes and services to a broader and more agile strategy of digital transformation, breaking paradigms and operating models.

To overcome obstacles and to achieve the target goal in business or education stock photo
Published:
20 July 2023
Type:

Analysis

Region:
European Network
Topic:
Family benefits
Business process
Digital inclusion
E-services
Technological transition
Awareness and information
Service quality
Inequalities

Europe as a region is characterized as having achieved comprehensive social security coverage, yet still faces challenges in ensuring access to social security and preventing the non-take-up of benefits. This article presents a synthesis of discussions held during a technical seminar organized with the ISSA European Network (IEN).

Social media networking. Abstract concept with wooden pieces on blue background.
Published:
4 July 2023
Type:

Analysis

Region:
Americas
Topic:
Occupational accidents and diseases
Coordination
ICT governance
Difficult-to-cover groups
Multi-channel
Service delivery
Bilateral agreements
Cash transfers

Social security systems are increasingly interconnected – across different agencies within the sector, with organizations in other sectors and with systems in other countries. Furthermore, in complex environments, even within the same institution, different organizational units are becoming progressively specialized, autonomous, or geographically focused. As a result, the strategic and operational activities in which social security institutions are engaged often require the involvement and coordination of multiple actors working at different levels to achieve effective results.

Customer centricity concept. The hand is holding the figurine. Other hands point to her.
Published:
13 January 2023
Type:

Analysis

Topic:
E-services
Technological transition
Customer-centric
Guideline:
Information and Communication Technology
Continuity and Resilience of Social Security Services and Systems

As social security institutions expand digital services, they are gearing up towards customer-centric design and agile methodologies for people-oriented service delivery. This articles introduces recent practices, highlights the importance of design-thinking and agile approaches and points to barriers and facilitating factors.

Chat bot concept. Automated technology for answering consumer questions in services. Hologram with a robot.
Published:
7 December 2022
Type:

Analysis

Topic:
Artificial intelligence
E-services
Chatbots
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Communication by Social Security Administrations

Artificial Intelligence (AI) is making rapid inroads into the public sector as agencies pursue greater efficiency, greater quality and more personalized services for their customers. Social security institutions are no exception. While the applications of AI are varied – each with its own far-reaching implications – “conversational AI” or “chatbots” have been leading the way in terms of AI adoption by government agencies.

Published:
28 November 2022
Type:

Analysis

Region:
Europe
Topic:
Family benefits
Prevention of occupational risks
Digital inclusion
E-services
Technological transition
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Communication by Social Security Administrations
Administrative Solutions for Coverage Extension

Digital technologies are fundamentally transforming how public services are designed and delivered. This article zooms in on the implementation of digital inclusion strategies among European ISSA member institutions.

istock
Published:
16 November 2022
Type:

Analysis

Region:
Europe
Topic:
Human resource management
Technological transition
COVID-19
Guideline:
Good Governance
Information and Communication Technology
Human Resource Management in Social Security Administration

While social security administrations have gradually pursued digital strategies over the past decades, the COVID-19 crisis accelerated their digital transformation journey. The resilience and scalability of digital systems in responding to unprecedented needs despite operational constraints has dramatically moved the needle on organizations going “digital by default”. This article builds on the experiences of social security institutions in Europe.