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:
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:
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:
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:
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
Digital economy
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:
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:
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 their documen

Topic:
Health
Governance and administration
Social policies & programmes
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:
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:
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:
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:
2023
National Social Security Fund for Non-Salaried Workers
,
Algeria
,
Africa

As part of its administrative collaboration and service digitalization strategy, Algeria’s National Social Security Fund for Non-Salaried Workers (Caisse nationale de la sécurité sociale des non‑salariés – CASNOS) has launched a web portal for issuing certificates of non-affiliation. This portal manages and facilitates the resolution of problems related to this procedure by providing reliable data and ensuring that applicants can quickly authenticate certificates and track the process online, as well as self-generate certificates and summary reports.

Topic:
Governance and administration
Information and communication technology
Error, evasion and fraud
Continuity and resilience
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
Digital economy
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:
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:
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:
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
Digital economy
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:
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:
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:
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:
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
Communication
Contribution collection and compliance
Error, evasion and fraud
Digital economy
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
Implementation year:
2022
Award Year:
2023
South Sudan Pensions Fund
,
South Sudan
,
Africa

South Sudan Pensions Fund (SSPF) is in the process of receiving the contributions from Khartoum for all the pensioners who worked in Sudan before South Sudan was given autonomy in 2005, and subsequently, became independent in 2011. This is in line with the Comprehensive Peace Agreement and South Sudan Pensions Fund Act, 2012.

South Sudan, as sovereign nation, has the Constitution and Pension Fund Act, 2012 mandate to follow up and ensure the contributions for the civil servants who worked in Sudan before independence was transferred to South Sudan.

Topic:
Extension of coverage
Social assistance
Continuity and resilience
Implementation year:
2022
Award Year:
2023
Mexican Social Security Institute
,
Mexico
,
Americas

The medical record system is a solution that has allowed the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) to move from having isolated information models at the three levels of care to having an integrated automated model. This makes it easier for doctors to access a patient’s medical record during a consultation, regardless of the practice, medical unit, care level or city in which the patient received previous medical care.

Topic:
Health
Governance and administration
Information and communication technology
Service quality
Automated processing
Implementation year:
2022
Award Year:
2023
Derrama Magisterial
,
Peru
,
Americas

Peru’s Derrama Magisterial (DM) was created to provide social benefits to teachers in Peru. Teachers are at the core of everything the DM does, and since it was founded, the organization has aspired to provide ongoing excellent services to teachers, in compliance with its mission and vision.

Teachers are constantly looking for streamlined services that can be accessed wherever they are and whenever they need them. The COVID-19 pandemic prompted the DM to deploy a set of initiatives that would enable it to meet teachers’ needs with the support of new technology.

Topic:
Information and communication technology
Service quality
Chatbots
Implementation year:
2022
Award Year:
2023
Salvadoran Social Security Institute
,
El Salvador
,
Americas

In June 2022, the Salvadoran Social Security Institute (Instituto Salvadoreño del Seguro Social – ISSS) in El Salvador put new technological solutions in place to improve its health-care services. Three electronic kiosks for confirming medical appointments were installed in the Consultorio de Especialidades (Specialist Clinic), the first working prototypes of a device that aims to support health centres’ processes.

Topic:
Information and communication technology
Implementation year:
2022
Award Year:
2023
National Social Security Fund for Non-Salaried Workers
,
Algeria
,
Africa

In order to sustain a sufficient and independent social security programme, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés – CASNOS, hereafter the Fund) from Algeria has always been faced with the everlasting challenge of maintaining a positive balance, in the present and the future, between its expenses and its main income from contribution collection.

Topic:
Governance and administration
Information and communication technology
Service quality
Error, evasion and fraud
Continuity and resilience
Digital economy
Implementation year:
2022
Award Year:
2023
National Organization for Social Insurance
,
Egypt
,
Africa

In view of the current economic conditions, which has been witnessed worldwide, highly affecting the economies of developing countries, the resulting to high rates of inflation had a direct negative impact on the economic situation and came as a hard blow to the population of those countries, including Egypt. The crises required a speedy intervention through the Public Treasury and the Social Insurance System in Egypt to address this problem and reduce the burden on pensioners and survivors and to improve living standards

Topic:
Governance and administration
Implementation year:
2022
Award Year:
2023
National Social Security Institute
,
Brazil
,
Americas

This work aims to present the National Social Security Institute (Instituto Nacional do Seguro Social − INSS) of Brazil Mentoring Programme, instituted on 20 April 2021, through the Ordinance INSS/PRES No. 1295/2021.

The programme was designed and instituted to manage knowledge at the INSS, value public servants who reach the institution’s goals and support public servants who do not reach their goals.

Topic:
Governance and administration
Human resource management
Investment
Service quality
Quality assessment
Implementation year:
2022
Award Year:
2023
Social Insurance Bank
,
Uruguay
,
Americas

Uruguay’s Social Insurance Bank (Banco de Previsión Social – BPS) manages the National System of Labour Certification, (Sistema Nacional de Certificación Laboral – SNCL), which centralizes the register of medical leave certificates for active workers for social security purposes.

Topic:
Health
Disability
Occupational accidents and diseases
Governance and administration
Information and communication technology
Extension of coverage
Service quality
Social policies & programmes
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
Colombian Pension Administrator
,
Colombia
,
Americas

The Colombian Pension Administrator (Administradora Colombiana de Pensiones – Colpensiones) carried out a study with the support of academics and international experts, looking to build closer and more direct relationships with older people and develop a deeper understanding of their needs. In addition, the study looked to assess the economic dynamics of the different resources and income sources of the silver market, which represents an estimated 12 per cent of the country’s Gross Domestic Product (GDP).

Topic:
Old-age pensions
Implementation year:
2022
Award Year:
2023
National Social Security Institute
,
Brazil
,
Americas

To qualify its employees, the National Social Security Institute (Instituto Nacional do Seguro Social – INSS) of Brazil has opened an internal selection for 125 vacancies in master’s courses and 180 vacancies in MBA’s courses at the Getulio Vargas Foundation (Fundação Getulio Vargas – FGV).

Topic:
Governance and administration
Human resource management
Investment
Service quality
Implementation year:
2022
Award Year:
2023
Seychelles Pension Fund
,
Seychelles
,
Africa

The Seychelles Pension Fund (SPF or the Fund) undertook an extensive review of its investment management framework and related practices in 2021 and 2022. The exercise focussed on improving the institution’s Investment Policy framework, so that operations are aligned to international best practice and the prescriptions of the ISSA Guidelines.

Topic:
Investment
Implementation year:
2022
Award Year:
2023
National Social Security Institute
,
Brazil
,
Americas

The National Social Security Institute (Instituto Nacional do Seguro Social − INSS) of Brazil, is annually responsible for millions of analyses of requirements related to social security benefits, assistance and services requested by the Brazilian population. While some of these requirements are automated, human analysis is essential for more complex requirements or when not all information is available in the institutional systems.

Topic:
Human resource management
Service quality
Quality assessment
Implementation year:
2022
Award Year:
2023
The National Pension and Occupational Risks Office for Civil Servants, Magistrates and Judicial Personnel
,
Burundi
,
Africa

Burundi’s National Pension and Occupational Risks Office for Civil Servants, Magistrates and Judicial Personnel (Office national des pensions et risques professionnels des fonctionnaires, des magistrats et des agents de l’ordre judiciaire – ONPR) is a state body that plays a role in implementing national social protection policy.

To date, the ONPR has been in existence for 11 years, giving it 11 years of experience, and it seeks to ensure its sustainable development.

Topic:
Governance and administration
Implementation year:
2022
Award Year:
2023
Social Insurance Fund of Costa Rica
,
Costa Rica
,
Americas

New theories have emerged for the addressing and managing of risks, which help to categorize them based on the type of organization in question. In addition, standards and methodological tools have been established to determine control and monitoring actions that measure and proactively address the impact of these potential risks. All of this has led the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) to take comprehensive steps to address the risks to which it is exposed.

Topic:
Governance and administration
Service quality
Implementation year:
2022
Award Year:
2023
Ministry of Social Security
,
Brazil
,
Americas

In view of the pandemic and the closure of social security agencies, with the consequent stoppage of face-to-face assistance, mainly affecting medical expertise, the Federal Court of Accounts ordered the Ministry of Social Security (Ministério da Previdência – MTP), of Brazil to carry out the expertise through tele-medicine.

Topic:
Return to work
Information and communication technology
Service quality
Implementation year:
2022
Award Year:
2023
Federal Administration of Public Resources
,
Argentina
,
Americas

Mi trabajo” (My work) is a service for mobile phones or devices that can be accessed through the “Mi Argentina” (My Argentina) app. Its aim is to provide employees with information on their current employment situation. Through the app, people in employment can learn whether they are being registered correctly.

The service also offers the possibility to file complaints with Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP) in the event that the employee user observes any irregularities.

Topic:
Employment
Information and communication technology
Service quality
Customer-centric
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
IPS National Social Insurance Fund
,
Côte d'Ivoire
,
Africa

The virtual web-based assistant of the IPS National Social Insurance Fund (IPS Caisse nationale de prévoyance sociale – IPS CNPS) was launched in May 2022. Available on the institution’s website for insured persons, whether employees, employers or self-employed workers, this assistant is the new on-demand advisor. In the space of a few clicks, it gives the insured person information on the modalities and payment of social security contributions and guides them through their claims and document requests.

Topic:
Information and communication technology
Communication
Service quality
Chatbots
Implementation year:
2022
Award Year:
2023
Pension Fund of Morocco
,
Morocco
,
Africa

The idea of setting up self-service areas in Pension Fund of Morocco (Caisse marocaine des retraites – CMR) receptions stems from a desire to offer users open access to the CMR’s digital services, while ensuring reception and orientation staff are on hand to provide support and guidance in their use.

This type of space offers a range of digital services, enabling users, for example, to access their data, monitor the status of their files, and editing or uploading requested documents.

Topic:
Service quality
Customer-centric
Implementation year:
2022
Award Year:
2023
Pension Fund of Morocco
,
Morocco
,
Africa

Open Lab is an innovation space created by the Pension Fund of Morocco (Caisse marocaine des retraites – CMR), based on an ecosystem-oriented business model. It relies on the collective intelligence of participants (collaborators, users, partners and other stakeholders) to design and test innovative solutions to the “pain points” encountered by users and/or to develop new services or products, improve internal processes and implement new methodology.

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

Motivated by a desire to participate in the cultural education of children, the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) of Cameroon has launched reading and discussion sessions of African tales for children of staff and those who live in the neighbourhood.

Topic:
Human resource management
Implementation year:
2022
Award Year:
2023
National Social Insurance Fund
,
Cameroon
,
Africa

The legislation governing social security and its litigation is specific in nature, insofar as this field is governed by procedures that are very different from the ones applied in ordinary law. The situation was further complicated by the fact that the courts responsible for handling social security litigation in Cameroon lacked the necessary specialized knowledge, leading several courts to render decisions that were inconsistent with the letter and spirit of the legislation governing social security.

Topic:
Governance and administration
Contribution collection and compliance
Implementation year:
2022
Award Year:
2023
Social Insurance Institute
,
Paraguay
,
Americas

Article 12 of Law No. 5508 on the Promotion, Protection of Maternity and Support for Breastfeeding establishes that maternity allowance should be paid to employed women by the social security scheme of Paraguay’s Social Insurance Institute (Instituto de Previsión Social – IPS). This amount is equivalent to 100 per cent of her salary at the time of delivery, and is paid for the prescribed months of rest. This used to be given to women in a single payment.

Topic:
Maternity
Information and communication technology
Communication
Service quality
Implementation year:
2022
Award Year:
2023
National Social Insurance Fund
,
Cameroon
,
Africa

In 2022, the National Social Security Fund (Caisse nationale de prévoyance sociale – CNPS) entered into a three-year partnership with Cameroon’s Ministry of Livestock, Fisheries and Animal Industries (Ministère de l’Élevage, des Pêches et des Industries animales – MINEPIA) to extend social security coverage to workers in the informal economy of the livestock and fish farming, aquaculture, animal and fisheries industries sub-sector.

Topic:
Extension of coverage
Implementation year:
2022
Award Year:
2023
Federal Social Insurance Council
,
Argentina
,
Americas

The project looked to implement an ICT system to allow information to be shared electronically between the social security body of Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES), the Retirement and Pension Fund of the Entre Ríos Province (Caja de Jubilaciones y Pensiones de la Provincia de Entre Ríos), and employers via the Digital Service Demonstration Worksheet (Planilla Demostrativa de Servicios – PDSD), as and when requested by the staff of the Retirement and Pension Fund.

Topic:
Governance and administration
Information and communication technology
Service quality
One-stop shops
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
National Social Security Fund of Public State Employees
,
Congo, Democratic Republic of the
,
Africa

The information and communication technology (ICT) contingency plan is the ICT component of a service continuity plan. The plan forms part of an overall approach to safeguard the ICT system.

In light of guideline 12. Managing service continuity, from the ISSA Guidelines on Information and Communication Technology, implementing a service continuity plan allows activities to be restarted as soon as possible, minimising data loss and the consequences of an unplanned interruption to activities.

Topic:
Information and communication technology
Implementation year:
2022
Award Year:
2023
National Social Security Fund for Non-Salaried Workers
,
Algeria
,
Africa

With a view to increasing social security coverage among non-salaried workers and ensuring contributor loyalty, Algeria’s National Social Security Fund for Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) launched a portal centred on a workflow of human interaction, digital processes and technology.

Topic:
Governance and administration
Information and communication technology
Extension of coverage
Contribution collection and compliance
Service quality
Continuity and resilience
Implementation year:
2022
Award Year:
2023
National Social Security Institute
,
Brazil
,
Americas

The National Social Security Institute (Instituto Nacional do Seguro Social − INSS) of Brazil has offered a web platform which will facilitate the effective application of social security and welfare regulations, and promote social inclusion.

Topic:
Information and communication technology
Implementation year:
2022
Award Year:
2023
Ecuadorian Social Security Institute
,
Ecuador
,
Americas

The Ecuadorian Social Security Institute (Instituto Ecuatoriano de Seguridad Social – IESS) is the country’s largest social security institution, with 3,727,522 members. The institution makes use of face-to-face, telephone and digital channels, including Instagram, Facebook, email, telephone, an electronic booking system and Skype.

Topic:
Service quality
Implementation year:
2022
Award Year:
2023
Mexican Social Security Institute
,
Mexico
,
Americas

It is necessary to strengthen HIV prevention measures through the use of pre-exposure prophylaxis (PrEP) and post-exposure prophylaxis (PEP). Since the year 2021, the use of PrEP has been initiated nationwide in Mexican Social Security Institute (Instituto Mexicano del Seguro Social ‒ IMSS), being the first institutional initiative in our country. At the last cut-off, there were 2130 people in treatment with Emtricitabine/Tenofovir distributed throughout the national territory, although most of them are in Mexico City and suburban areas.

Topic:
Health
Implementation year:
2022
Award Year:
2023
Pension and Retirement Board of the National Teachers' Union
,
Costa Rica
,
Americas

The Healthy Finances Programme of Costa Rica’s Pension and Retirement Board of the National Teachers' Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA) is an initiative that allows participating members to improve their knowledge on how to comprehensively handle their finances, addressing each of the different dimensions of human behaviour.  This programme offers emotional and financial tools that positively impact members’ quality of life.

Topic:
Workplace health promotion
Implementation year:
2022
Award Year:
2023
Pension and Retirement Board of the National Teachers' Union
,
Costa Rica
,
Americas

The JUPEMA Entrepreneurship (JUPEMA Emprende) programme is a service provided by Costa Rica’s Pension and Retirement Board of the National Teachers’ Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA). It was started at the end of 2022, with the philosophy of providing resources for entrepreneurship training and consultation to our members. Its aim is to improve the intellectual, emotional and material skills of participants, positively impacting their quality of life on the basis of the principles and values of the social and solidarity economy.

Topic:
Social policies & programmes
Implementation year:
2022
Award Year:
2023
Under-Secretariat for Social Security - Ministry of Human Capital
,
Argentina
,
Americas

In Argentina, joint trade union–employer agreements (Convenios de Corresponsabilidad Gremial – CCG) encourage the formalization of employment relationships, primarily in rural areas. They are agreements between workers’ representative bodies with trade union status and employers, which aim to facilitate social security access for workers and their families.

Topic:
Extension of coverage
Contribution collection and compliance
Social policies & programmes
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
National Social Security Fund of Public State Employees
,
Congo, Democratic Republic of the
,
Africa

Social security is such a fundamental human right that it is absolutely vital for any responsible government to put in place mechanisms to ensure it for all.

The State can proceed by sector of activity. In the Democratic Republic of the Congo, there was one category of public-sector employees – career civil servants – who benefitted from a good social protection system as part of a contributory scheme. Other types of public-sector employees, such as the military, police, teachers and magistrates, were not covered.

Topic:
Extension of coverage
Implementation year:
2022
Award Year:
2023
Social Insurance Fund of Costa Rica
,
Costa Rica
,
Americas

The Institutional Digital Medical Imaging Network (Red Digital Institucional de Imágenes Médicas – REDIMED) project consists of providing the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) with a comprehensive digital imaging solution that offers institutional coverage and will improve response time, diagnosis and quality of patient care. We also look to add value to the Single Digital Health Record (Expediente Digital Único en Salud – EDUS) by integrating the two solutions.

Topic:
Health
Information and communication technology
Implementation year:
2022
Award Year:
2023
National Health Insurance Management Authority
,
Zambia
,
Africa

Efficient service delivery in the implementation of the National Health Insurance Scheme (NHIS) in Zambia calls for the speedy processing of claims from health care providers (HCPs) that have provided services to NHIS members and beneficiaries.

As part of the National Health Insurance Management Authority’s (NHIMA) service level agreements with HCPs, all approved claims for services rendered must be paid within 45 days. To enhance efficiency and reduce fraud in claims, NHIMA introduced the biometric claims management system called APACE.

Topic:
Information and communication technology
Biometrics
Service quality
Error, evasion and fraud
Implementation year:
2022
Award Year:
2023
Federal Social Insurance Council
,
Argentina
,
Americas

The Santa Fe Municipal Fund (Caja Municipal de la ciudad de Santa Fe) of Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES) is a social security body created in 1904 by Ordinance 554. It was the first of its kind in the country and is an autarchic entity staffed by civil servants and employees of the Municipality of Santa Fe.

Topic:
Governance and administration
Contribution collection and compliance
Implementation year:
2022
Award Year:
2023
Savings-Pensions Branch of the Deposit and Management Fund
,
Morocco
,
Africa

In 2022, Morocco’s CDG Prévoyance signed an agreement with the State to manage the Tayssir Programme, one of the country’s most important welfare programmes, dedicated to reducing the rate of school drop-outs among the most vulnerable segments of the population.

Topic:
Social policies & programmes
Implementation year:
2022
Award Year:
2023
National Social Security Fund of Public State Employees
,
Congo, Democratic Republic of the
,
Africa

The project is called Compilation of suggestions. It brings together all of the opinions, suggestions and comments given by users of the products and services of the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État − CNSSAP) of the Democratic Republic of the Congo (DRC) in a given period, as well as the improvements that have been made on the basis of this user feedback. It is shared with staff, members and other interested parties.

Topic:
Service quality
Quality assessment
Implementation year:
2022
Award Year:
2023
National Commission of the Retirement Savings System
,
Mexico
,
Americas

Mexico’s Retirement Savings System (Sistema de Ahorro para el Retiro – SAR) is an efficient way of financing pensions that ensure people can live a dignified life once they stop working. Social and economic protection in old age is a constitutional responsibility of the State, and this right must be supported by individualized, reliable, transparent and securely safeguarded records and information. In this way, it is possible to guarantee the person is able to fully exercise their social right.

Topic:
Old-age pensions
Service quality
Implementation year:
2022
Award Year:
2023
Catholic Workers' Circle of the Uruguay Mutual Fund
,
Uruguay
,
Americas

The law passed in February 2022 defined how to proceed in the event of a major mutual fund closing for reasons of non-viability, establishing incorporation criteria for members and employees within a new structure. In accordance with the legislative criteria, the Catholic Workers’ Circle of the Uruguay Mutual Fund (Círculo Católico de Obreros del Uruguay Mutualista) was one of the institutions included in this process.

Topic:
Employment
Human resource management
Service quality
Continuity and resilience
Implementation year:
2022
Award Year:
2023
National Social Security Authority
,
Zimbabwe
,
Africa

Insurable earnings ceilings are automatically adjusted in line with total consumption poverty line (TCPL). This is one of the effective ways to ensure sustainability of the schemes in a hyper-inflationary environment. Statutory reviews of the ceilings would take a considerable time to the time of gazetting the statutory instrument, and the value of those earnings would be eroded by inflation.

Topic:
Contribution collection and compliance
Implementation year:
2022
Award Year:
2023
State Employees' Social Security and Social Services Institute
,
Mexico
,
Americas

The Health Care Administration and Management Platform (Ambiente para la Administración y Manejo de Atenciones en Salud – AAMATES) of Mexico’s State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) is a sectoral initiative run jointly by the National Digital Strategy Committee (Coordinación de Estrategia Digital Nacional) and the Ministry of Health that is aimed at standardizing clinical processes in medical units at the primary care level at the national level, which mak

Topic:
Information and communication technology
Implementation year:
2022
Award Year:
2023
DATAPREV - Social Security Information and Technology Enterprise
,
Brazil
,
Americas

The Brazilian social security works as a system that guarantees income for workers and their families in case of illness, accident, imprisonment, pregnancy, death, or advanced age. In turn, it is composed by three programmes: the General Programme (RGPS)[1], the Specific Programme (RPPS)[2], and the Complementary Pension Programme (RPC)[3]. The latter is individual while the first two are public.

Topic:
Governance and administration
Information and communication technology
Service quality
One-stop shops
Continuity and resilience
Implementation year:
2022
Award Year:
2023
Social Security Institute of Guatemala
,
Guatemala
,
Americas

Crises and extreme events may strain the capacity to communicate records of medical leave to subsidiary cash benefit units. The pandemic has demonstrated the need to systematize procedures that have traditionally been carried out manually, which would provide significant benefits by making processes faster and more efficient, avoid the need for users to visit administrative offices, thereby avoiding expenditure, risks and outbreaks, and reduce spending on institutional resources.

Topic:
Family benefits
Occupational accidents and diseases
Information and communication technology
Implementation year:
2022
Award Year:
2023
National Fund for Paid Leave and Weather-related Lay-offs in the Construction, Public Works and Hydraulics Industries
,
Algeria
,
Africa

E-recourse (télérecours) is the electronic submission of requests by employers in the construction, public works and hydraulics (CPWH) sectors for relief from surcharges and penalties relating to the late declaration of contributions due or activities, or of the annual declaration of wages and employees (déclaration annuelle des salaires et des salariés – DAS).

Topic:
Information and communication technology
Implementation year:
2022
Award Year:
2023
National Social Security Fund
,
Uganda
,
Africa

The National Social Security Fund (NSSF, hereafter the Fund) is a national provident fund for workers who are not covered by the public service pension scheme in Uganda. Members holding physical card has long been evidence of membership to the Fund. This has been a critical part of the customer journey and experience. The NSSF membership card had taken different forms over the years evolving from handwritten cards to laminated papers to plastic cards up to now when NSSF is offering a smart card.

Topic:
Governance and administration
Information and communication technology
Digital economy