Database

Good Practices in Social Security

Database

Good Practices in Social Security

ISSA Database of Good Practices

This database provides ISSA members with privileged access to good practices, showcasing creative, smart and innovative ways to overcome challenges of social security administration at the institutional, national or international levels. Explore, be inspired by, and learn from these hard-earned and well-deserved successes of the ISSA members. Learn more about the ISSA Good Practices.

The map shows the first 100 results for the selected criteria.

Implementation year:
2023
Award Year:
2024
German Federal Pension Insurance , Germany , Europe

Meine-Rehabilitation.de is a new web portal set up by the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) to help people find a quality-assured rehabilitation centre. For each centre, users can see the results of the quality assurance audits carried out by the DRV Bund. The new online service allows the DRV Bund to fulfil its legal obligation to publicly report quality assurance results for rehabilitation centres and support insured persons in exercising their right to choose a rehabilitation provider.

Topic:
Rehabilitation
Disability
Employment
Return to work
Awareness and information
Service quality
Quality assessment
Transparency of working rules
Implementation year:
2023
Award Year:
2024
German Social Accident Insurance , Germany , Europe

The German Social Accident Insurance Institution for foodstuffs and catering industry (Berufsgenossenschaft Nahrungsmittel und Gastgewerbe ‒ BGN) developed an AI-solution which automatically extracts ICD-10 codes from natural language text written by doctors in accident and emergency departments. These extracted codes allow derivation of Weller-Keys, which allow to predict the extent of incapacity for work and are of central importance for performance assessment and quality assurance of recovery processes.

Topic:
Health
Rehabilitation
Return to work
Programme evaluation
Artificial intelligence
Data analytics
E-services
Data management
Platform workers
Implementation year:
2023
Award Year:
2024
URSSAF National Fund , France , Europe

Social security organizations are currently poorly rated online on search engines like Google or on employer assessment platforms. This is the case in many countries.

These poor ratings give the image of a degraded public service and can have repercussions on the recruitment process for new employees.

The aim of this experimental project, led by URSSAF Languedoc-Roussillon in France, is to set up a system to improve the e-reputation of social security organizations. It is based on a review management system and monitoring.

Topic:
Human resource management
Communication
Service quality
Customer-centric
Implementation year:
2023
Award Year:
2023
Under-Secretariat for Social Security - Ministry of Human Capital , Argentina , Americas

In Argentina, Decree No. 90 of 23 February 2023 amends Law No. 26,844, which establishes the Special Employment Contract Scheme for Domestic Workers (Régimen Especial de Contrato de Trabajo para el Personal de Casas Particulares), and Law No. 24013 (Employment Act), to grant unemployment insurance and access to family allowance benefits for domestic workers.

Topic:
Old-age pensions
Employment
Extension of coverage
Contribution collection and compliance
Implementation year:
2023
Award Year:
2024
Federation of Administrative Bodies of Spanish Social Security , Spain , Europe

Anyone can download the VIVESS app on their smartphone via Google Play for Android and from the Apple App Store for iPhone iOS.

It is aimed at people who receive a Spanish pension but live abroad. It allows users to submit proof that they are still alive, so that the relevant social security body can verify this information and continue to provide pension payments.

Topic:
Old-age pensions
Information and communication technology
Error, evasion and fraud
Implementation year:
2023
Award Year:
2024
Social Security Institute , Portugal , Europe

The war situation in Ukraine puts millions of citizens living in that country at serious risk, resulting in the abandonment of a considerable number of people, seeking refuge in countries willing to welcome them.

It is important that there are credible and fast reception and integration mechanisms that allow our country's humanitarian response capacity to be more consistent by providing a set of job opportunities existing in Portugal, facilitating a wider integration of Ukrainian citizens and their families.

Topic:
Employment
Coordination
Information and communication technology
Interoperability
Automated processing
Migration
Labour protection
Implementation year:
2023
Award Year:
2024
Social Security Institution , Türkiye , Europe

The funeral grant of civil servant old-age or invalidity pensioner who dies while receiving a pension is paid, upon request, primarily to his/her spouse. If there is no spouse, to his/her children. If there is no spouse and children, to his/her parents. If there is no parents, to his/her siblings. If there are no siblings, to those who certify that they have incurred expenses up to the amount of the invoice, not exceeding the amount of funeral grant to be made.

Topic:
Survivors
Information and communication technology
E-services
Service quality
Automated processing
Implementation year:
2023
Award Year:
2023
State Employees' Social Security and Social Services Institute , Mexico , Americas

The Medical Directorate of Mexico’s State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) is implementing a training initiative, entitled “Public Service and Quality of Care: Towards a new ISSSTE” (El Servicio Público y la Calidad en la Atención: Por un nuevo ISSSTE), aimed at security personnel in medical units who play a key role in caring for service users.

Topic:
Service quality
Implementation year:
2023
Award Year:
2023
Social Insurance Fund of Costa Rica , Costa Rica , Americas

“CCSS 2041: Looking to the Future” (CCSS 2041: “Una Mirada al Futuro”) is a prospective document put together by the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) to support decision-making and act as a reference for strategic, tactical and operational planning. The document explores potential future scenarios in order to anticipate, adapt to and influence changes in the environment and the needs of the population.

Topic:
Governance and administration
Service quality
Continuity and resilience
Implementation year:
2023
Award Year:
2024
National Family Allowances Fund , France , Europe

In order to meet the needs of families with disabled children aged 3–17 who wish to use mainstream optional and extracurricular childcare facilities, the Family Branch in France has set up ad hoc funding support. This support offsets the extra costs incurred by different facilities (such as disability training/awareness-raising for activity teams, additional staff, adapting and purchasing equipment, preparation, and coordination time, etc.).

Topic:
Disability
Family benefits
Service delivery
Social policies & programmes
Inequalities
Implementation year:
2023
Award Year:
2024
Social Security Institute , Portugal , Europe

The “Complemento Solidário para Idosos” (CSI) is a social assistance programme in Portugal designed to provide financial support to elderly individuals who are in a situation of economic vulnerability. The programme offers a financial supplement to the pension with the goal to help low-income elderly citizens meet their basic needs and improve their quality of life.

Topic:
Health
Coordination
Extension of coverage
Difficult-to-cover groups
Automated processing
Social assistance
Social policies & programmes
Implementation year:
2023
Award Year:
2023
Retirement and Pension Fund for Employees of Banks and Related Institutions , Paraguay , Americas

Risk management is the process of identifying, analysing, accepting, mitigating or transferring uncertainty in investment decisions. Fund managers apply risk management by analysing and attempting to quantify the potential loss of an investment and then acting accordingly.

Topic:
Prevention of occupational risks
Governance and administration
Investment
Error, evasion and fraud
Implementation year:
2023
Award Year:
2024
German Federal Pension Insurance , Germany , Europe

In the face of demographic transition, finding ways to offer citizens greater transparency about personal retirement planning and improve their level of knowledge about retirement planning has been a big topic of discussion for more than 20 years.

Topic:
Old-age pensions
Governance and administration
Coordination
Information and communication technology
Communication
Client
Service quality
Customer-centric
Implementation year:
2023
Award Year:
2024
Social Security Institution , Türkiye , Europe

The Social Security Institution (Sosyal Güvenlik Kurumu – SGK) of Türkiye pays pensions to approximately 16 million people every month. There are different types of insurance within the scope of the current law in our country. Payments to retirees are made on different days of the month (1st group on 17-26 of each month, 2nd group on 26-28 of each month, 3rd group on 1-5 of each month). Inappropriate payments frequently occur due to death-related reasons. The aim of this project is to reduce inappropriate payments and increase efficiency in payments.

Topic:
Old-age pensions
Information and communication technology
E-services
Communication
Service quality
Error, evasion and fraud
Implementation year:
2023
Award Year:
2023
National Insurance Board , Grenada , Americas

As a direct response to the COVID-19 pandemic, the National Insurance Scheme (NIS) of the National Insurance Board (NIB) from Grenada has established a web portal which enables its valued customers to apply for every benefit type and file requests with its offices via purely electronic means. This is an alternative to the status quo which previously allowed solely for the physical completion and submission of forms. The introduction of the web portal has led to a reduction in paper submissions and walk-in customers by over 85 per cent and 65 per cent respectively.

Topic:
Information and communication technology
Service quality
Customer-centric
Platform workers
Implementation year:
2023
Award Year:
2024
Social Security Institution , Türkiye , Europe

In the Turkish social security system, some of the in-cash benefits are temporary incapacity allowances, funeral grants, breastfeeding grants, celiac and metabolic diseases payments, and disposable Underpad Payments. Those payments are made directly to individuals’ bank accounts.

Topic:
Health
Cash sickness benefits
Health insurance
Disability
Maternity
Information and communication technology
Service quality
Automated processing
Platform workers
Implementation year:
2023
Award Year:
2024
Agency for Sustainable and Operational Social Security (DOST) , Azerbaijan , Europe

In 2020, the Government of Azerbaijan approved a regulation for the Individual Rehabilitation Programme (IRP) for persons with disabilities. The individual programme includes a set of measures related to the medical, vocational, psychological-pedagogical rehabilitation and the development of social skills of persons with disabilities.

Topic:
Rehabilitation
Disability
Coordination
Information and communication technology
Interoperability
E-services
Service quality
Social policies & programmes
Implementation year:
2023
Award Year:
2024
Social Insurance for Agriculture, Forestry and Horticulture , Germany , Europe

As the responsible accident insurance institution, Social Insurance for Agriculture, Forestry and Horticulture (Sozialversicherung für Landwirtschaft, Forsten und Gartenbau – SVLFG) is developing targeted prevention measures specifically aimed at seasonal workers (SW) in the agricultural sector. The development of a social media strategy for seasonal workers is a promising strategy for conveying workplace-related health and safety information.

Topic:
Occupational accidents and diseases
Workplace health promotion
Prevention of occupational risks
Information and communication technology
Extension of coverage
Difficult-to-cover groups
Communication
Labour protection
Implementation year:
2023
Award Year:
2023
Social Insurance Fund of Costa Rica , Costa Rica , Americas

The Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) has established, as part of its strategic axes, a person-centered focus on health, well-being and socioeconomic protection by facilitating people’s access to digital services.

It also aims to ensure that people play a leading role in managing their health, by actively participating in decision-making and improving the quality of services.

Topic:
Information and communication technology
Service quality
Quality assessment
Implementation year:
2023
Award Year:
2023
National Institute of Health Insurance , Togo , Africa

As part of the roll-out of health coverage to the entire Togolese population – an estimated 10 million people – Togo’s National Institute of Health Insurance (Institut nationale d’assurance maladie – INAM) set out to provide rapid access to health care facilities to insured persons across the country.

Topic:
Information and communication technology
Extension of coverage
Service quality
Automated processing
Implementation year:
2023
Award Year:
2024
National Family Allowances Fund , France , Europe

To help disabled people to be more independent, the way the Disabled Adult Allowance (Allocation aux adultes handicapés – AAH) is calculated was changed on 1 October 2023. We produced a video to offer support to those who receive the allowance. The communication methods used have been adapted to the target audience; as some recipients have hearing impairments, this video has been dubbed in French sign language (langue des signes française – LSF).

Topic:
Disability
Family benefits
Extension of coverage
Communication
Customer-centric
Implementation year:
2023
Award Year:
2024
URSSAF National Fund , France , Europe

The URSSAF National Fund (URSSAF Caisse nationale) of France is currently carrying out a data science project aimed at evaluating the potential contributions of artificial intelligence on the production and quality of forecasts for the collection of social security contributions, necessary for its cash management.

Topic:
Actuarial
Governance and administration
Artificial intelligence
Data analytics
Contribution collection and compliance
Shocks & extreme events
Continuity and resilience
Implementation year:
2023
Award Year:
2024
German Federal Pension Insurance , Germany , Europe

Until recently, the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) had several different customer service departments, each responsible for a specific area. There were two major issues associated with this model. Firstly, it was difficult to handle customer service queries in a consistent, transparent and satisfactory manner. Secondly, to avoid extra work for staff due to not standardized processes.

Topic:
Pensions
Human resource management
Business process
Information and communication technology
Communication
Client
Service quality
Implementation year:
2023
Award Year:
2024
National Institute for Insurance against Accidents at Work , Italy , Europe

It is widely recognized that a procurement policy, which considers the safety culture of a contractor can significantly impact on the occupational health and safety (OHS) level of a workplace.

Topic:
Occupational accidents and diseases
Prevention of occupational risks
Actuarial
Implementation year:
2023
Award Year:
2024
National Office of Social Insurance , Moldova, Republic of , Europe

The National Office of Social Insurance (NOSI) of the Republic of Moldova is an innovative and modern authority, which enjoys high level of public trust and guarantees quality public services in the event of certain social risks, the application of technologies based on the interoperability of systems is one of the key elements for the development and provision of services to beneficiaries.

Topic:
Coordination
Interoperability
Data management
Service quality
Social policies & programmes
Implementation year:
2023
Award Year:
2024
National Employment Office , Belgium , Europe

The KDD tool (KDD stands for Knowledge Discovery in Databases) is an application developed by the data science team of the Central Control Service (CCS) of the National Employment Office (NEO). The tool was developed in cooperation with the social inspectors to (1) improve fraud detection, (2) be able to prepare and treat their investigations more efficiently and faster, (3) improve follow-up on their results for reporting purposes and (4) to improve the feedback cycle for the data science team so their fraud detection models can be ameliorated.

Topic:
Governance and administration
Programme evaluation
Information and communication technology
Data analytics
Data management
Error, evasion and fraud
Implementation year:
2023
Award Year:
2024
Social Insurance Institution , Finland , Europe

We were predicting that a large number of persons who had fled the Russian aggression in Ukraine to Finland and are under temporary protection would become customers of the Social Insurance Institution (Kansaneläkelaitos – Kela) after residing in the country for one year and thus getting broader entitlement to Kela benefits. The risk was that our customer service would get strained by many new customers seeking assistance and that our benefits processing would get overloaded with a large number of new applications under a relatively short period.

Topic:
Health
Health insurance
Family benefits
Children
Governance and administration
Extension of coverage
Difficult-to-cover groups
Communication
Service quality
Migration
Shocks & extreme events
Transparency of working rules
Implementation year:
2023
Award Year:
2024
German Federal Pension Insurance , Germany , Europe

The German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) has created an online German Pension Portal so users can access key administrative services (e.g., pensions, rehabilitation, insurance, and subsidized private pension plans) on any digital device. Users can log in and use the online services anywhere, at any time. Using a smartphone, tablet or computer, citizens can quickly, easily and securely file applications and find information on topics including pensions, electronic communication services and more.

Topic:
Rehabilitation
Old-age pensions
Governance and administration
E-services
Technological transition
Service quality
One-stop shops
Implementation year:
2023
Award Year:
2024
German Social Accident Insurance , Germany , Europe

The German Social Accident Insurance Institution for the Construction Sector (Berufsgenossenschaft der Bauwirtschaft – BG BAU) recognizes the enormous potential of artificial intelligence (AI) for the public sector, and is playing a pioneering role in exploring its use in social insurance.

Topic:
Occupational accidents and diseases
Prevention of occupational risks
Information and communication technology
Artificial intelligence
Labour protection
Implementation year:
2023
Award Year:
2024
Unédic (Unemployment Insurance) , France , Europe

Unédic (Unemployment Insurance) (Unédic (Assurance chômage)) in France launched its brand-new website on 18 October 2023. Accessibility has been put at the heart of the redesign, making information about Unédic and unemployment insurance even more accessible, in line with current regulation and standards, specifically for people with disabilities.

Topic:
Disability
Employment
Unemployment
Information and communication technology
Communication
Transparency of working rules
Implementation year:
2023
Award Year:
2024
National Family Allowances Fund , France , Europe

As part of the agreement on objectives and management signed with the State for the period 2023–2027 (COG), the French National Family Allowances Fund (Caisse nationale des allocations familiales – CNAF) wishes to bolster its innovations and progress in the area of community listening. The decision was therefore made to set up a “LabParentalité” (parenting lab) based on an initiative launched in the French Department of Isère.

Topic:
Family benefits
Children
Governance and administration
Extension of coverage
Service quality
Social policies & programmes
Implementation year:
2023
Award Year:
2024
Federal Pension Service , Belgium , Europe

The challenge addressed by the Federal Pensions Service (Service fédéral des Pensions – SFP) and its partners was the outdated pension application tool, prompting the integration of an online pension demand system into mypension.be, Belgium’s official online pension portal.

Topic:
Old-age pensions
Governance and administration
Information and communication technology
E-services
Technological transition
Communication
Automated processing
Implementation year:
2023
Award Year:
2024
Social Insurance Bank , Netherlands , Europe

From November 2022 to April 2023, the Social Insurance Bank (Sociale Verzekeringsbank – SVB) of the Netherlands conducted a pilot programme to address the underutilization of the AIO supplement among eligible households. This initiative aligned with the SVB’s crucial mission of providing citizens with social security.

Topic:
Old-age pensions
Coordination
Information and communication technology
Communication
Contribution collection and compliance
Service quality
Social assistance
Implementation year:
2023
Award Year:
2023
Mexican Social Security Institute , Mexico , Americas

The creation of artificial skin is an innovative technological development that has the potential to revolutionize the education and learning process. It is a tool with a new and exciting approach that makes it possible to create realistic and authentic products that imitate the feel of human skin. This is particularly important in health education where students need to have a deep understanding of the functioning of the human body.

Topic:
Health
Prevention of occupational risks
Governance and administration
Human resource management
Investment
Service quality
Implementation year:
2023
Award Year:
2023
Social Security Institute of Guatemala , Guatemala , Americas

This project is an initiative of the health benefits division, with a view to ensuring the comprehensive health care of Social Security Institute of Guatemala (Instituto Guatemalteco de Seguridad Social – IGSS) employees.

The project aims to remove the stigma surrounding mental health and to address the main psychosocial risks among IGSS employees through the provision of ongoing training on topics related to mental health and psychosocial stress factors. It provides spaces for reflection and analysis on experiences and interpersonal relationships in the workplace.

Topic:
Health
Occupational accidents and diseases
Workplace health promotion
Prevention of occupational risks
Service quality
Implementation year:
2023
Award Year:
2023
Ministry of Social Security , Brazil , Americas

The National Social Security Institute (Instituto Nacional do Seguro Social – INSS) through an ordinance of the Ministry of Social Security (MSS) of Brazil, changed the proof of life process for INSS’ beneficiaries. Since 1 January 2023, the insured person does not need to leave the house and prove that he is alive to continue receiving the benefit.

Topic:
Information and communication technology
Service quality
Error, evasion and fraud
Implementation year:
2023
Award Year:
2024
Institution of Occupational Safety and Health , United Kingdom , Europe

The Institution of Occupational Safety and Health (IOSH) of the United Kingdom has begun a five-year journey to shine a light on the societal benefits of safer and healthier workplaces and healthier working lives.

Topic:
Occupational accidents and diseases
Workplace health promotion
Prevention of occupational risks
Communication
Awareness and information
Labour protection
Implementation year:
2023
Award Year:
2023
Superintendency of Health Services , Argentina , Americas

The National Registry of Social Security Organizations (Registro Nacional de Obras Sociales – RNOS) and the National Registry of Health Insurance Funds (Registro Nacional de Entidades de Medicina Prepaga – RNEMP) of Argentina’s Superintendency of Health Services (Superintendencia de Servicios de Salud – SSSalud) are responsible for receiving, analysing and ensuring compliance with all regulatory requirements in force for the registration, modification and update of social security organizations and health insurance funds in Argentina, and for keeping the

Topic:
Health
Governance and administration
Social policies & programmes
Implementation year:
2023
Award Year:
2024
German Social Accident Insurance Institution for the energy, textile, electrical and media products sectors , Germany , Europe

Preventing occupational accidents before they happen is one of the key tasks of statutory accident insurance. An important component in achieving this goal is advising and supervising member companies through direct personal contact. With the help of artificial intelligence (AI), it is possible to identify at an early stage those companies with an increased probability of an accident occurring in the future. This can improve the effectiveness of advice and supervision and reduce the occurrence of accidents.

Topic:
Occupational accidents and diseases
Prevention of occupational risks
Governance and administration
Information and communication technology
Labour protection
Implementation year:
2023
Award Year:
2023
Social Insurance Fund , Panama , Americas

Panama’s Social Insurance Fund (Caja de Seguro Social – CSS) has launched a course on “Social security for all” and has made it available to the entire population of Panama.

The “Social security for all” (Seguridad social para todos) course is aimed at the institution’s employees and is in fact part of the induction process for new employees. However, everyone should understand social security because social security is a human right. Consequently, the institution’s challenge is to provide everyone with this knowledge.

Topic:
Health
Information and communication technology
Service quality
Continuity and resilience
Implementation year:
2023
Award Year:
2024
Federation of Administrative Bodies of Spanish Social Security , Spain , Europe

Spain’s General Treasury of the Social Security (Tesorería General de la Seguridad Social – TGSS) remains committed to improving citizen services. It has therefore defined a new service model based on user experiences and the implementation of new technologies. Creating this model required an in-depth analysis of the service provided to citizens. We needed to establish a system to measure how often each channel is used, which are the most common requests, and assess which groups interact with the TGSS.

Topic:
Governance and administration
Data analytics
Contribution collection and compliance
Service quality
Quality assessment
Programme & evaluation
Implementation year:
2023
Award Year:
2023
Superintendency of Health Services , Argentina , Americas

The Single Reimbursement System (Sistema Único de Reintegros – SUR) was created in 2012 with the introduction of Resolution 1200/201. It aimed to handle requests from health-related social security organizations efficiently and in a timely manner, partially compensating the payment of benefits with high economic impact or that cover chronic diseases.

Topic:
Health
Social assistance
Social policies & programmes
Continuity and resilience
Implementation year:
2023
Award Year:
2024
National Institute for Insurance against Accidents at Work , Italy , Europe

National Institute for Insurance against Accidents at Work (Inail), the Italian Institute who runs the insurance against accidents at work, has supported the adoption of Occupational Health and Safety Management System (OSH MS) in Italian companies since 2001. In order to verify if support to OH&S MS and the relevant use of public funds brings social benefits, Inail regularly monitors the efficacy of its policies calculating the difference between the injury index in a certified company with the rest of Italian companies.

Topic:
Occupational accidents and diseases
Prevention of occupational risks
Data analytics
Implementation year:
2023
Award Year:
2024
National Institute for Insurance against Accidents at Work , Italy , Europe

In 2014 the National Institute for Insurance against Accident at Work (Istituto Nazionale per l’Assicurazione contro gli Infortuni sul Lavoro – Inail) of Italy, was assigned new specific tasks regarding work reintegration of people with job related disabilities. The resulting regulatory framework allows it to finance up to a maximum of 150,000 euros (EUR) for each worker, aimed at supporting work reintegration projects in three areas:

Topic:
Rehabilitation
Disability
Return to work
Coordination
Social policies & programmes
Implementation year:
2023
Award Year:
2023
Social Security Institute of Guatemala , Guatemala , Americas

Due to administrative and legal security requirements, official documents have always had to be signed physically by hand by the public officials authorising them. Until a few years ago it was unthinkable for a document to be certified, finalized and enforceable if this process was not done physically.

Topic:
Old-age pensions
Information and communication technology
Implementation year:
2023
Award Year:
2023
Social Security Institute of Guatemala , Guatemala , Americas

Members of the Social Security Institute of Guatemala (Instituto Guatemalteco de Seguridad Social – IGSS) who are entitled to benefits under the Sickness, Maternity and Accident Programme (Programa de Enfermedad, Maternidad y Accidentes) and on leave from work due to COVID-19 receive a subsidy payment to substitute the salary they would otherwise receive, proportional to the measures outlined in the corresponding regulations.

Topic:
Health
Occupational accidents and diseases
Information and communication technology
Service quality
Implementation year:
2023
Award Year:
2023
Social Security Institute of Guatemala , Guatemala , Americas

There is a growing expectation from members and beneficiaries for social security processes to be delivered in a standardized and timely way, both in normal circumstances and during disruptive and extreme situations, as shown by the recent COVID-19 pandemic.

Topic:
Old-age pensions
Information and communication technology
Implementation year:
2023
Award Year:
2024
Social Security Institute , Portugal , Europe

The Happy Daycare App aims to allow you to search for daycare centers that have free places available.

Topic:
Family benefits
Children
Maternity
Employment policies
Information and communication technology
E-services
Social policies & programmes
Implementation year:
2023
Award Year:
2023
Federal Administration of Public Resources , Argentina , Americas

The Employment Registered Online (Trabajo Registrado en Línea – TRL) system is a computer tool developed to facilitate auditing tasks; it is installed on certain mobile devices (tablets), enabling real-time customization for the employees questioned and digitally submitting documentation on the surveys conducted.

Topic:
Information and communication technology
Contribution collection and compliance
Implementation year:
2023
Award Year:
2024
Social Security Institution , Türkiye , Europe

The DG Universal Health Insurance (DG UHI) established under the Social Security Institution (Sosyal Güvenlik Kurumu – SGK) of Türkiye develops policies and regulates the universal health insurance sector, which concerns almost the entire Turkish population.

Topic:
Health
Health insurance
Human resource management
Business process
Data sharing
Service quality
Transparency of working rules
Implementation year:
2022
Award Year:
2024
Agency for Sustainable and Operational Social Security (DOST) , Azerbaijan , Europe

The Unified Labour and Employment Subsystem (EMAS) implemented by the Ministry of Labour and Social Protection of Population of the Republic of Azerbaijan, DOST Digital Innovations Centre, State Employment Agency and the State Labour Inspection Service, is an electronic platform that serves as a central hub for employers, employees, job seekers, and the unemployed in the regulation of labour relations and the provision of employment opportunities.

Topic:
Employment
Unemployment
Coordination
Human resource management
Information and communication technology
Social policies & programmes
Labour protection
Implementation year:
2022
Award Year:
2024
Unédic (Unemployment Insurance) , France , Europe

The “In the spotlight” (Sur le vif) video series was launched at the end of 2022 and features Unédic (Unemployment Insurance) (Unédic (Assurance chômage)) experts from France. We see a close-up shot of the interviewee in a brightly coloured setting, who has to answer as many questions as possible straight into the camera in 90 seconds. The questions are on cards and will be picked at random, covering the employee’s job, the Unédic collective, and more random subjects to bring spontaneity and authenticity.

Topic:
Disability
Employment
Unemployment
Information and communication technology
Communication
Transparency of working rules
Implementation year:
2022
Award Year:
2024
Unédic (Unemployment Insurance) , France , Europe

Launched in 2022, the “All about my unemployment rights” (Tout sur mes droits Chômage) video series sees Alexandra Sabbe-Ferri, an employment lawyer and founder of the mesindemnites.com website, come together with an expert from France’s Unédic (Unemployment Insurance) (Unédic (Assurance chômage)).

Topic:
Disability
Employment
Unemployment
Information and communication technology
Communication
Transparency of working rules
Implementation year:
2022
Award Year:
2023
Mexican Social Security Institute , Mexico , Americas

The Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) provides social security to more than 21 million workers linked to more than 1 million registered employers. These employers must register their workers with the IMSS and pay social security contributions. The collection of such contributions accounts for 93 per cent of IMSS revenue, i.e. its operating funds.

Topic:
Governance and administration
Extension of coverage
Contribution collection and compliance
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
Local Authorities Pension Trust , Kenya , Africa

In Kenya, there are several options for post-retirement medical coverage, including private insurance plans and schemes offered by the government. The National Hospital Insurance Fund (NHIF) is one such government-run scheme that provides coverage for medical expenses for individuals who are retired and receiving a pension. Additionally, there are private health insurance companies that offer plans for retirees.

Topic:
Family benefits
Information and communication technology
Contribution collection and compliance
Shocks & extreme events
Continuity and resilience
Platform workers
Implementation year:
2022
Award Year:
2024
Social Security Institute , Portugal , Europe

Implementation of a 360º Vision in direct social security, which allows a single view of all relationship interactions and all individual processes of people and companies with social security.

This new relationship model streamlines and integrates, on a single platform, the various channels of interaction between citizens and companies with social security.

Topic:
Coordination
Human resource management
Information and communication technology
Communication
Contribution collection and compliance
Service quality
One-stop shops
Social policies & programmes
Implementation year:
2022
Award Year:
2024
Federal Pension Service , Belgium , Europe

Due to the increasing number of pensioners, the rising cost of individual contacts and in order to benefit from automation, the Federal Pensions Service (Service fédéral des Pensions – SFP) and its partners are promoting online self-service.

Topic:
Old-age pensions
Governance and administration
Information and communication technology
Digital inclusion
E-services
Communication
Implementation year:
2022
Award Year:
2023
Mexican Social Security Institute , Mexico , Americas

People with disabilities are one of society’s most excluded groups and usually have the most difficulties in accessing health, education, employment, and social security. Current policies are either not inclusive, or are still in the initial stages, and thus do not protect the rights of this group. We need rules and regulations that support us in taking action to better protect their rights. Even more importantly, we need to properly understand their needs in order to provide quality care.

Topic:
Health
Disability
Governance and administration
Service quality
Social assistance
Social policies & programmes
Continuity and resilience
Implementation year:
2022
Award Year:
2023
National Health Insurance Management Authority , Zambia , Africa

Achieving universal health coverage (UHC) is a key strategic goal for the government of Zambia. In pursuit of UHC, the National Health Insurance Management Authority (NHIMA) is extending health insurance coverage to the poor and the vulnerable. This extension requires robust estimates of the cost and fiscal implications to the government, and the National Health Insurance Scheme (NHIS).

Topic:
Actuarial
Extension of coverage
Implementation year:
2022
Award Year:
2024
National Institute for Insurance against Accidents at Work , Italy , Europe

Work-related stress risk constitutes one of the main challenges that companies face in protecting workers’ health and safety and increasing their competitiveness. Scientific evidence has highlighted that the impact of work-related stress risk affects some productive sectors more than others, including the health care sector.

Topic:
Occupational accidents and diseases
Workplace health promotion
Prevention of occupational risks
Implementation year:
2022
Award Year:
2024
State Social Protection Fund under the Ministry of Labour and Social Protection of the Population of the Republic of Azerbaijan , Azerbaijan , Europe

To expand the income opportunities of the population and reduce the number of low-income families, Azerbaijan introduced the so-called Targeted State Social Assistance (TSSA) in 2006. TSSA is allotted to low-income families with monthly earnings falling below a specific threshold due to uncontrollable circumstances.

Topic:
Family benefits
Information and communication technology
Artificial intelligence
Extension of coverage
Communication
Social assistance
Social policies & programmes
Error, evasion and fraud
Continuity and resilience
Implementation year:
2022
Award Year:
2023
Retirement and Pension Fund for Employees of Banks and Related Institutions , Paraguay , Americas

Institutions are being transformed thanks to the integration of new technologies. This vision represents a corporate change with a social impact, reducing costs, simplifying processes and procedures, and raising awareness of the importance and benefits of this transformation.

Topic:
Old-age pensions
Information and communication technology
Social assistance
Implementation year:
2022
Award Year:
2023
Social Insurance Fund , Panama , Americas

Panama’s Social Insurance Fund (Caja de Seguro Social de Panamá – CSS) has put in place operational models that use and develop new communication technologies through mobile devices to offer high-quality care to members. This is part of its vision to be a leading guarantor of social security in Panama and to ensure efficient, agile and timely management, for the benefit of Panamanian people.

Topic:
Health
Family benefits
Maternity
Information and communication technology
Communication
Service quality
One-stop shops
Social assistance
Implementation year:
2022
Award Year:
2023
National Social Security Fund , Uganda , Africa

During COVID-19, many members’ livelihood of the National Social Security Fund (NSSF or hereafter the Fund) of Uganda was disrupted, and Government expedite the amendment of the NSSF Act to allow the savers access 20 per cent of their saving if they reach 45 years and have saved for over ten years. This new benefit was termed Mid-Term Access.

To receive this benefit 112,000 members were eligible for the calendar year 2022
(January–December). This was going to be an uphill task given that the Fund previously paid approximately 20,000 members annually.

Topic:
Family benefits
Information and communication technology
Continuity and resilience
Implementation year:
2022
Award Year:
2023
Superintendency of Occupational Risks , Argentina , Americas

With a view to promoting safe and healthy working environments and ensuring that Occupational Risk Insurance Companies (Aseguradoras de Riesgos del Trabajo – ART) and Self-insured Employers (Empleadores Autoasegurados – EA) provide medical care and financial benefits in the event of occupational accidents or diseases, Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) handles a large volume of information and documents that need to be processed and analysed on a continuous basis.

Topic:
Governance and administration
Service quality
Automated processing
Implementation year:
2022
Award Year:
2023
National Social Insurance Fund , Cameroon , Africa

The opening of a childrens’ library within the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) of Cameroon aims to improve the working and living conditions of staff by creating a safe space, conducive to reading and learning, for their children. The institution sees it as part of its social responsibility. This space serves a twofold purpose: welcoming staff members’ children while their parents are still working and offering them a range of school and other books to read and consult as well as a place for schoolwork.

Topic:
Human resource management
Implementation year:
2022
Award Year:
2023
Social Insurance Bank , Uruguay , Americas

The institution does not have any automatic mechanism to inform it of the death of a citizen outside of the country. This is why beneficiaries living outside of the country are obliged to submit proof of life in order to avoid the suspension of their benefit payments.

Topic:
Information and communication technology
Service quality
Migration
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
Mutual for Safety CChC , Chile , Americas

In Chile, over 300,000 people currently work as deliverers for digital platforms, known as deliverys or riders. This new way of working poses new challenges related to the protection of this group of workers, as they generally operate in precarious conditions and the level of occupational risk they are exposed to is quite high.

Topic:
Employment
Occupational accidents and diseases
Migration
Continuity and resilience
Implementation year:
2022
Award Year:
2023
Social Insurance Fund of Costa Rica , Costa Rica , Americas

Thanks to the use of the Single Digital Health Record (Expediente Digital Único en Salud – EDUS) in health facilities, the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) has managed to gather a wealth of highly relevant data. Using data science and data mining, this data can be transformed into information that gives valuable input for decision-making. We can use it to assess potential disease incidence, based on a reliable and timely process, which helps to identify how public budgets can be best used.

Topic:
Health
Information and communication technology
Implementation year:
2022
Award Year:
2024
Social Insurance Administration , Iceland , Europe

The Social Insurance Administration (Tryggingastofnun ríkisins –TR) Client Ombudsman of Iceland is a new position, which started at the end of 2022. The main role of the Client Ombudsman is to guide customers in the handling of cases at TR and to assist those who do not feel that they have received substantial consideration or solutions in accordance with the applicable laws and regulations.

Topic:
Governance and administration
Communication
Service quality
Customer-centric
Labour protection mechanisms
Implementation year:
2022
Award Year:
2023
Social Security Fund , Senegal , Africa

The competition is aimed at rewarding the best initiatives and professional practices in the field of occupational safety and health (OSH) among students in vocational and technical training. This initiative of the Social Security Fund (Caisse de sécurité sociale – CSS) of Senegal is reserved for students and aimed at raising the awareness of future workers and employers, while also creating a dynamic of reflection and sharing in the field of OSH.

The works are evaluated by a jury according to criteria based on:

Topic:
Workplace health promotion
Prevention of occupational risks
Implementation year:
2022
Award Year:
2023
National Commission of the Retirement Savings System , Mexico , Americas

As part of the process to develop the Retirement Savings System (SAR) for the benefit of working people, the general provisions to which Retirement Fund Administrators must adhere in relation to their outreach staff were modified in February 2022, creating the role of Pension Advisor. Their main objective will be to advise and manage procedures and services related to workers’ retirement savings accounts, in order to encourage account registration and promote voluntary savings.

Topic:
Old-age pensions
Service quality
Implementation year:
2022
Award Year:
2024
Social Insurance Institution , Poland , Europe

Due to the armed conflict in Ukraine, the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych ‒ ZUS) of Poland has been obliged to provide financial support to refugees from Ukraine. This support is provided within the framework of government programmes: Good Start 300+; Family 500+; Family Care Capital; Co-financing of Nursery Fees.

The expected large number of benefit claims, the heavy burden of social responsibility, as well as the tight timetable to prepare for the processing of new claims, forced ZUS to take quick and efficient measures.

Topic:
Family benefits
Children
Coordination
E-services
Extension of coverage
Automated processing
Multi-channel
Migration
Social policies & programmes
Shocks & extreme events
Implementation year:
2022
Award Year:
2023
Social Security Institute of Guatemala , Guatemala , Americas

Publishing open data is an important practice to strengthen citizens’ trust in their institutions. It facilitates access to information and creates the necessary conditions to improve the quality of public services. In this context, social security institutions must ensure the reliability of data and provide accessible spaces to generate value for the public while also guaranteeing the confidentiality of personal data.

Topic:
Actuarial
Information and communication technology
Communication
Service quality
Platform workers
Implementation year:
2022
Award Year:
2023
National Commission of the Retirement Savings System , Mexico , Americas

Mexico’s National Commission of the Retirement Savings System (Comisión Nacional del Sistema de Ahorro para el Retiro – CONSAR) aims to transform the Retirement Savings System (Sistema de Ahorro para el Retiro – SAR) to put workers at the heart of decision-making.

Topic:
Old-age pensions
Investment
Implementation year:
2022
Award Year:
2024
Social Insurance Administration , Iceland , Europe

Until June 2023, it has only been possible to access in Iceland the Disability Card on the My pages of the Social Security Administration (Tryggingastofnun ríkisins – TR) and order a plastic card on TR’s website, but from June the card has also been accessible digitally on Ísland.is.

Topic:
Disability
Governance and administration
Information and communication technology
E-services
Service quality
Social policies & programmes
Implementation year:
2022
Award Year:
2023
National Social Security Fund for Non-Salaried Workers , Algeria , Africa

In the pursuit of its paperless policy, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) of Algeria re-engineered its electronic records management system using state-of-the-art technologies.

This new, modern, universal system has quickly become a cornerstone of digital transformation by interacting with all of the fund's legacy systems.

Topic:
Governance and administration
Human resource management
Information and communication technology
Communication
Service quality
Implementation year:
2022
Award Year:
2024
State Social Insurance Fund , Kazakhstan , Europe

Nowadays, the state bodies of the Republic of Kazakhstan are simplifying methods of providing public services to the population in the field of social security by developing digitalization.

Topic:
Information and communication technology
Data analytics
Difficult-to-cover groups
Automated processing
Social assistance
Platform workers
Implementation year:
2022
Award Year:
2023
National Insurance Board , Grenada , Americas

Recognizing the fact that the world is a global village, prioritizing our valued pensioners for whom we exist to serve and acknowledging the fact that they reside throughout the world, we aim to level the playing field for all. Coming out of COVID-19, its lockdown and limitation of access to several services the National Insurance Scheme (NIS) of the National Insurance Board (NIB) from Grenada has recognized the fact that this requirement can and will be difficult for people, especially if physical, medical, geographical, and other challenges exist.

Topic:
Old-age pensions
Information and communication technology
Service quality
Implementation year:
2022
Award Year:
2024
Ministry for Social Policy and Children's Rights , Malta , Europe

Lack of protection leaves workers vulnerable to the vagaries of the labour market, undermines their rights and dignity, exacerbates poverty and inequality, and jeopardizes the implicit social contract of modern societies (ISO, 2019). As the world of work is evolving, shaped by global trends such as digitalization, automation and globalization, as well as socio-demographic changes, social protection systems need to adapt to changing contexts and demands (ISO, 2017).

Topic:
Family benefits
Governance and administration
Information and communication technology
E-services
Extension of coverage
Difficult-to-cover groups
Service quality
Automated processing
Customer-centric
Social assistance
Implementation year:
2022
Award Year:
2023
Pension and Retirement Board of the National Teachers' Union , Costa Rica , Americas

Costa Rica’s Pension and Retirement Board of the National Teachers’ Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA) runs the Collective Capitalization System (Régimen de Capitalización Colectiva – RCC), exclusively for the education sector. To ensure the actuarial sustainability of the system, it invests the financial resources contributed by members in various alternative investments.

Topic:
Investment
Implementation year:
2022
Award Year:
2024
Social Insurance Institute , Albania , Europe

Since 2022, medical reports for temporary disability at work, maternity, childcare, accidents at work and occupational diseases that are paid by social insurance, are no longer received over papers but are delivered through the electronic system E-Reports (e-RM), which interacts with the e-Albania government portal, offering a fast and secure way to exchange information.

Topic:
Cash sickness benefits
Disability
Maternity
Occupational accidents and diseases
Governance and administration
Coordination
Information and communication technology
E-services
Service quality
Implementation year:
2022
Award Year:
2023
Colombian Pension Administrator , Colombia , Americas

The Colombian Pension Administrator (Administradora Colombiana de Pensiones – Colpensiones), a specialized State financial institution linked to the Ministry of Work, is responsible for providing the entitlements and benefits established by the overall social security system.

Topic:
Old-age pensions
Communication
Implementation year:
2022
Award Year:
2023
National Social Security Authority , Zimbabwe , Africa

The National Social Security Authority (NSSA) of Zimbabwe, hereafter referred as to the Authority, was using a manual system in the collection of contributions, registration, billing and submission of returns processes. There was no real time interface with clients, and this led to accumulation of backlogs in terms of capturing employer and employee data thus negatively impacting on data cleanliness levels.

Topic:
Information and communication technology
Extension of coverage
Platform workers
Communication
Contribution collection and compliance
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
Local Authorities Pension Trust , Kenya , Africa

A brainchild developed after years of engagement with informal sector participants, Rukisha which in English translates to “Leap”, is a proprietary solution that is poised to revolutionize the social security sector driving penetration and more significantly enhancing compliance in the payment of contributions.

Topic:
Governance and administration
Information and communication technology
Contribution collection and compliance
Implementation year:
2022
Award Year:
2023
Mexican Social Security Institute , Mexico , Americas

Safe and healthy work environments (Entornos laborales seguros y saludables – ELSSA) is a free, voluntary and non-punitive programme from the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) that aims to foster three-way coordination and participation between companies, workers and the IMSS. It looks to implement strategies and actions to improve the health, safety and wellbeing of workers in workplaces, while at the same time promoting productivity and quality.

Topic:
Health
Occupational accidents and diseases
Workplace health promotion
Prevention of occupational risks
Governance and administration
Service quality
Social policies & programmes
Implementation year:
2022
Award Year:
2023
National Social Security Authority , Zimbabwe , Africa

The National Social Security Authority (NSSA, hereafter the Authority) of Zimbabwe has launched internet kiosks at each of the regional offices spread across the country. The members and employers who do not have access to internet and gadgets that facilitate access to internet, can visit the offices and have access to the NSSA self-service portal.

Topic:
Information and communication technology
Service quality
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
Mexican Social Security Institute , Mexico , Americas

In 2022, the Beneficiary Services Unit (Unidad de Atención a la Derechohabiencia – UAD) of the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) put together a cross-cutting strategy with specific lines of action to improve and prioritize user request management, in order to prevent complaints.

In addition, we looked to use information gathered through the strategy to improve care quality in IMSS medical and administrative units and make strategic visits to the units with the highest number of complaints nationwide.

Topic:
Governance and administration
Human resource management
Information and communication technology
Service quality
Quality assessment
Implementation year:
2022
Award Year:
2023
National Health Insurance and Social Guarantee Fund , Gabon , Africa

Gabon’s National Health Insurance and Social Guarantee Fund (Caisse nationale d’assurance maladie et de garantie sociale – CNAMGS) is made up of four funds that cover different categories of members. When the CNAMGS was created, the Gabonese authorities committed to making the system of mandatory health insurance and social guarantee a reality, starting with cover for the most vulnerable population sectors who are not able to directly contribute to funding their own health care.

Topic:
Extension of coverage
Implementation year:
2022
Award Year:
2023
Federal Administration of Public Resources , Argentina , Americas

The digital economy presents major challenges in terms of regulating work carried out through digital platforms. Precarious employment and the lack of social security contributions are very common in these new activity sectors.

Topic:
Employment
Governance and administration
Contribution collection and compliance
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
EsSalud - Social Health Insurance Institute , Peru , Americas

The good clinical practice of Hospital II Lima Norte Callao Luis Negreiros Vega – part of the Sabogal service network of Peru’s EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) – aimed to prevent respiratory and gastrointestinal diseases in hospitalized newborns.

To this end, we established an innovative model of care that disrupted the traditional neonatal-care model. Health professionals working in the neonatal unit were trained to promote exclusive breastfeeding and to ensure that colostrum was expressed within an hour of childbirth.

Topic:
Health
Service quality