Portrait of smiling medical students in hospital
Published:
20 April 2023
Type:

Analysis

Region:
Africa
Topic:
Health
Extension of coverage
Guideline:
Administrative Solutions for Coverage Extension

Extending social security coverage is a key challenge for the quasi-totality of members of the International Social Security Association (ISSA) in Africa. Social security coverage for a diverse workforce is therefore one of four topical priorities for ISSA in the 2023–2025 triennium. This follows from extensive work on extending social security coverage in the previous triennium culminating with new guidelines on extending health-care coverage launched in October 2022.

Portrait of an old African woman at sunset
Published:
27 March 2023
Type:

Analysis

Region:
Africa
Topic:
Old-age pensions
Difficult-to-cover groups
Guideline:
Administrative Solutions for Coverage Extension

The extension of social security coverage is a key topic for the International Social Security Association (ISSA) and its members. It is one of the main ISSA topical priorities for the 2023–2025 triennium, with particular emphasis given to innovations and strategies to extend contributory social security schemes to the self-employed, workers in the informal sector, migrant workers and other difficult-to-cover groups.

Light Bulb Ideas Creative Diagram Concept
Published:
27 February 2023
Type:

Analysis

Topic:
Innovation capacity

Innovative capacity is a key enabler of a better social security. Building innovation friendly institutions and integrating innovation in organizational processes requires strategic vision, leadership and a commitment to promote creativity and collaboration across units and teams.

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.

Managing unemployment risks in Asia and the Pacific
Published:
24 August 2022
Type:

Analysis

Region:
Asia and Pacific
Topic:
Unemployment
Guideline:
Service Quality
Contribution Collection and Compliance
Promotion of Sustainable Employment

While unemployment protection schemes are scarcely developed in Asia and the Pacific, as elsewhere in the world, important developments are taking place to expand and improve coverage. Certain developments have been accelerated by the COVID-19 pandemic. This article presents overall trends and concrete good practices of member institutions in the region.

Resilience business for sustainable and inclusive growth concept. Stock photo.
Published:
16 August 2022
Type:

Analysis

Region:
Asia and Pacific
Topic:
Human resource management
Business process
Service delivery
Continuity and resilience
COVID-19
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Continuity and Resilience of Social Security Services and Systems

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.

Published:
4 July 2022
Type:

Analysis

Topic:
Health
Information and communication technology
Error, evasion and fraud
Guideline:
Error, Evasion and Fraud in Social Security Systems
Information and Communication Technology

Fraud has become a major threat for health care systems globally. While social security institutions constantly aim for the optimization of processes with the help of advanced analytics and artificial intelligence (AI) to detect and monitor fraud more effectively and efficiently, adopting such emerging technologies poses important challenges.