Quality of service has been a constant commitment of social security institutions, knowing that user satisfaction shapes citizens' perception, experience and trust in public services. This article shows how institutions have implemented approaches outlined in the ISSA Guidelines on Service Quality and highlights the importance of providing quality services that are user-centred to generate greater value for members.

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.

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.

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.

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 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.

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.

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.

The unprecedented surge in the need for social security during the COVID-19 crisis overwhelmed institutions’ service delivery channels, both physical and online. This article deals with the importance of Business Continuity Management in light of the pandemic, building on good practices of social security institutions in Asia and the Pacific.

In recent years, coordinating service delivery has emerged as an important strategic priority for social security institutions and members of the International Social Security Association (ISSA) have made impressive gains in service quality enabled through information and communication technologies (ICTs). This article builds on good practices of ISSA members from Asia and the Pacific.