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
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:
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:
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
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
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 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 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 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
Platform workers
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
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
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
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
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
Platform workers
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
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
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
National Social Security Fund , Central African Republic , Africa

This practice aims to manage errors, evasion and fraud in the context of the social benefits service of the Central African Republic National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) through the use of new information and communication technologies.

This offers multiple benefits in terms of time, money and the accessibility of benefits.

Topic:
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
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
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 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
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
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 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
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
Platform workers
Implementation year:
2021
Award Year:
2023
Pension Fund of Morocco , Morocco , Africa

With a view to strengthening its communication with beneficiaries, and as a straightforward way of making them aware of their rights and responsibilities, the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) has produced a series of animated clips entitled “أجي نفهموا التقاعد” in Moroccan Arabic, or “Let’s understand retirement” in English.

Topic:
Communication
Implementation year:
2021
Award Year:
2023
National Institute of Social Security , Angola , Africa

Between 2015 and 2017, the National Institute of Social Security (Instituto Nacional de Segurança Social – INSS) of Angola outlined a strategy to ensure the sustainability of social security with a strong focus on modernizing the management and control of social security revenues. With the resources to use information and communication technology (ICT) for its implementation, in the last five years, a set of initiatives have been progressively and intensively operationalized to end with most administrative processes.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2021
Award Year:
2023
National Social Security Fund , Tunisia , Africa

The analysis of results recorded by the Tunisian National Social Security Fund (Caisse nationale de sécurité sociale – CNSS), which was created in December 1960 to tackle numerous challenges (ensuring universal social coverage, restoring financial equilibrium, and securing the continuity of systems), exposes discrepancies between the achieved and expected results.

Topic:
Governance and administration
Implementation year:
2021
Award Year:
2023
Local Authorities Pension Trust , Kenya , Africa

The Kenyan Pension Governance Structure has been modelled to factor independence of service providers, regulators and trustees. The Trustees sit at the apex of this structure and report on the performance of the schemes to the Regulator (The Retirement Benefits Authority).

Topic:
Governance and administration
Information and communication technology
Implementation year:
2021
Award Year:
2023
National Health Insurance Fund , Kenya , Africa

The National Health Insurance Fund (NHIF) is mandated to ensure that the entire Kenyan population is shielded against catastrophic health expenditures which has a potential risk of pushing affected individuals to impoverishment. In execution of this mandate, NHIF undertakes five critical tasks which include beneficiary identification, member registration, revenue collection, empanelment and contracting of hospitals, and claims and benefits management. NHIF is connected to close to 8,000 health care providers.

Topic:
Platform workers
Implementation year:
2021
Award Year:
2023
National Social Security Fund , Uganda , Africa

The outbreak of the COVID-19 pandemic was an abrupt disruption that caused loss of lives, fear, uncertainty, and anxiety on how to manage the health, social and economic effects. Several of our members ended up needing specialised treatment from private medical facilities. Being unprecedented, insurance companies had limitations on coverage since this was a pandemic. This meant that members had to resort to out-of-pocket payment to cover the enormous medical bills.

Topic:
Health
Governance and administration
Social policies & programmes
Shocks & extreme events
Continuity and resilience
Implementation year:
2021
Award Year:
2023
Social Security Commission , Namibia , Africa

The COVID-19 pandemic triggered a special focus on the need for data, digital connectivity, and technology in the Namibian Social Security Commission (SSC) as might have been experienced in many other member countries of the International Social Security Association (ISSA).

At the dawn of the outbreak of the COVID-19 pandemic, the Social Security Commission, launched, in collaboration with the Government of Namibia, the National Employment and Salary Protection Scheme (NESPS) for COVID-19 to strengthen the national response to the pandemic.

Topic:
Information and communication technology
Implementation year:
2021
Award Year:
2023
National Social Security Fund , Morocco , Africa

The royal project to expand social security coverage in Morocco was launched in accordance with Framework Law No. 09-21 on social protection. The implementation of the royal project to expand social security coverage has been entrusted to the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS), a major player in social protection in Morocco and will take place in line with a staggered implementation schedule.

For the population groups:

Topic:
Health
Extension of coverage
Service quality
Social assistance
Implementation year:
2021
Award Year:
2023
National Social Insurance Fund , Cameroon , Africa

Physical identification is necessary to ensure the maintenance of entitlements for recipients of social benefits who receive them via financial institutions or mobile phone operators. However, such identification has limitations because it only takes place once a year.

However, recipients may pass away after identification. Given the unreliability of the civil registration system, the agency has no means of halting payment of benefits for the rest of the year. If left unchecked, this kind of situation can lead to financial losses for the organization.

Topic:
Old-age pensions
Implementation year:
2021
Award Year:
2023
National Health Insurance Fund , Tunisia , Africa

Setting up managed entry agreements for innovative medicines is a step forward in Improving access to innovative and costly medicines. They give the Tunisian National Health Insurance Fund (Caisse nationale d’assurance maladie – CNAM) considerable leverage to negotiate with pharmaceutical laboratories to ensure access for the maximum number of people eligible for the treatment, whilst also guaranteeing the budgetary sustainability of the system.

Topic:
Health
Extension of coverage
Implementation year:
2021
Award Year:
2023
Seychelles Pension Fund , Seychelles , Africa

Risk management is a fairly new concept within the Seychelles Pension Fund (SPF) which was established in 2018. As SPF is committed to creating a comprehensive risk management programme to ensure that risk is properly monitored and integrated in on-going management of each section, a new tool was necessary to complement our existing risk register. The tool is Excel based and has provided SPF with a systematic process to better manage and control section risks holistically.

Topic:
Information and communication technology
Service quality
Error, evasion and fraud
Implementation year:
2021
Award Year:
2023
Supervisory Authority of Insurance and Social Welfare , Morocco , Africa

Morocco’s Supervisory Authority of Insurance and Social Welfare (Autorité de contrôle des assurances et de la prévoyance sociale – ACAPS) has developed a simulation software package specifically for basic medical coverage in order to strengthen its supervisory mission, to support bodies charged with managing basic compulsory health insurance (CHI) schemes, and to respond to requests for technical advice from other institutions.

Topic:
Actuarial
Implementation year:
2021
Award Year:
2023
National Social Insurance Fund of Chad , Chad , Africa

In order to put its beneficiaries, especially those most vulnerable, at the heart of everything it does, the National Social Insurance Fund of Chad (Caisse nationale de prévoyance sociale – CNPS) has established a mechanism for paying bedridden people (pensioners and annuitants) in their own homes.

When payments are due, a team made up of social workers and an accountant visits the homes of these bedridden people to make the necessary payments.

Topic:
Old-age pensions
Social assistance
Implementation year:
2021
Award Year:
2023
National Pension Scheme Authority , Zambia , Africa

In response to the demand for shorter transaction and waiting time, convenience and adherence to the set COVID-19 prevention health guidelines by the Ministry of Health to stem the spread of the pandemic, the National Pension Scheme Authority (NAPSA, hereafter the Authority) of Zambia implemented an electronic queue management system.

The queue management system allows members, employers and NAPSA to access the following queueing services:

Topic:
Service quality
Implementation year:
2021
Award Year:
2023
Seychelles Pension Fund , Seychelles , Africa

The Seychelles Pension Fund (SPF) was set up in January 2006 by an Act of Parliament in 2000 with the objectives to provide for the financial security of members or the deceased dependents by the payment of a monthly pension. Following the introduction of SPF, the processing of benefits application was done using the physical application and this has some challenges because A4 paper had to be used in the processing of the application for the computation of the pension. Also, there was storage problems as there was no proper archive system in place for storage of records.

Topic:
Information and communication technology
Service quality
Error, evasion and fraud
Implementation year:
2021
Award Year:
2023
National Social Security Fund of Public State Employees , Congo, Democratic Republic of the , Africa

According to its strategic plan, 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) intends to carry out its activities whilst decentralizing its structures across the country and ensuring the ongoing satisfaction of its members. Therefore, the institution needs to create an ICT set-up that facilitates the transmission and processing of information.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund , Madagascar , Africa

Since the crisis started at the beginning of 2020, businesses have been experiencing lower activity levels. The hope of a quick recovery leads them to try, as much as they can, to keep on their employees, favouring part-time work and temporary lay-offs over letting people go entirely.

Topic:
Information and communication technology
Investment
Service quality
Social assistance
Social policies & programmes
Continuity and resilience
Implementation year:
2020
Award Year:
2023
Social Security Fund , Libya , Africa

Inadequate minimum old-age pensions and insufficient social security contributions were the challenges that the Social Security Fund (SSF, hereafter the Fund) of Libya had to overcome by consulting the Libyan Centre for Research and Actuarial Studies, which resulted in an increase in the contributions rate from 15 per cent to 20.5 per cent, thus enabling the Fund to raise the minimum old-age pension by 100 per cent.

Topic:
Old-age pensions
Social assistance
Social policies & programmes
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund , Madagascar , Africa

Since 2020, the unfavourable economic context and its negative social impacts have led Madagascar’s National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) to provide social protection in the form of a one-off, non-refundable cash grant to its pensioners and annuitants, as well as to its unemployed members.

Topic:
Continuity and resilience
Implementation year:
2020
Award Year:
2020
National Social Security Fund , Uganda , Africa

With many entities shifting their data from hard copies to digital computer systems in the early 1990s, there was a heavy reliance on human labour that was required to do the data entry process. This process however, did not come without consequences some of which included digitisation of existing errors, human error in the data capture, creation of suspense balances and subsequent loss of data. These challenges culminated into poor quality data, a critical matter that many entities are still facing to date. The National Social Security Fund (NSSF) of Uganda is no exception.

Topic:
Information and communication technology
Artificial intelligence
Data analytics
Data management
Contribution collection and compliance
Service quality
Error, evasion and fraud
Implementation year:
2020
Award Year:
2023
National Health Insurance Fund , Tunisia , Africa

E-CNAM is a secure responsive web platform that aims to facilitate online access to the various services provided by Tunisia’s National Health Insurance Fund (Caisse nationale d’assurance maladie – CNAM) by taking a bottom-up approach. This has enabled the implementation and integration of functionalities relating to CNAM benefits via a package of quality digital services tailored to each type of user (with a space for social security beneficiaries and another for health-care providers), and it has consequently enabled these users’ needs to be met.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2023
National Health Insurance Management Authority , Zambia , Africa

The achievement of universal health coverage (UHC) requires the successful implementation of social health protection policies and interventions. To successfully implement Zambia’s National Health Insurance Scheme (NHIS) as a vehicle for achieving UHC, there is a need for high levels of service readiness and availability in the provision of health services, particularly from the public sector, which covers most of the desired healthcare services.

Topic:
Health
Service quality
Implementation year:
2020
Award Year:
2023
IPS National Social Insurance Fund , Côte d'Ivoire , Africa

Prior to 2020, less than 10 per cent of the active Ivorian population had suitable social security coverage. This deficiency has prompted the State of Côte d’Ivoire to develop a national social protection strategy aimed at ensuring inclusive social protection and human development.

Topic:
Extension of coverage
Implementation year:
2020
Award Year:
2023
South African Social Security Agency , South Africa , Africa

The COVID-19 pandemic had a severe impact on South Africa’s economy and the livelihood of its citizens. Many South Africans lost their incomes as a result of the pandemic and subsequent lock-down regulations. In an effort to provide relief, South Africa introduced a special COVID-19 Social Relief of Distress grant (cSRD) to address income support gap and food insecurity.

Topic:
Information and communication technology
Extension of coverage
Social assistance
Social policies & programmes
Continuity and resilience
Implementation year:
2020
Award Year:
2023
Motor Vehicle Accident Fund , Botswana , Africa

The Motor Vehicle Accident Fund (MVAF, hereafter the Fund) of Botswana’s mandate is to promote road safety and compensate those affected by road traffic accidents in the form of benefits (medical and rehabilitation costs, funeral costs, loss on income, loss of support and other necessary social support services). The total benefits payable by the Fund are limited by 1 million Botswanan pulas (BWP).

Topic:
Return to work
Governance and administration
Investment
Service quality
Continuity and resilience
Implementation year:
2020
Award Year:
2023
National Institute of Social Security , Angola , Africa

The process of Proof of Life (PV) was based on stages, processes and the best technological resources available in 2011 (biometric collection). However, during the last decade there have been technological advances that have influenced and encouraged Angolan citizens to access to new technologies and allow the National Institute of Social Security (Instituto Nacional de Segurança Social – INSS) to progressively make available more agile and secure services to taxpayers, policyholders and pensioners.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2023
National Organization for Social Insurance , Egypt , Africa

For a long period, Egypt has suffered a lack of development in providing governmental services in general, and the social insurance services in particular to citizens. In line with the general reform policy of the Egyptian State, and with the need to automate the services of all sectors, the National Organization for Social Insurance (NOSI) developed an automation and digital transformation strategy.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2023
National Health Insurance Fund , Tanzania, United Republic of , Africa

The National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania has a goal of extending membership coverage to large part of the population. Most of the members covered are those from formal sector of the economy, specifically public servants.

Topic:
Extension of coverage
Implementation year:
2020
Award Year:
2023
Eswatini National Provident Fund , Eswatini , Africa

In line with the International Social Security Association’s ISSA Guidelines on Service Quality, ISSA Guidelines on Contribution Collection and Compliance, as well as ISSA Guidelines on Information and Communication Technology, Eswatini National Provident Fund (ENPF, hereafter the Fund) has since digitized by introducing a mobile app, member, and employer portals.

Topic:
Information and communication technology
Communication
Contribution collection and compliance
Service quality
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund for Employees , Algeria , Africa

The National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS), Algeria’s primary social security body, covers virtually all types of risk, namely social insurance (sickness, disability, maternity and death), occupational accidents and professional diseases. It also collects contributions and fulfils missions of a health and social nature.

Topic:
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2023
National Institute of Social Security , Angola , Africa

Despite the significant growth of workers in the social security system during the last decade, more than 7 million workers still remain unintegrated.

Investments in operational and technological management to simplify and facilitate declaration and contribution collection, which have contributed to the results achieved, have not been sufficient to change this situation.

Topic:
Extension of coverage
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund for Employees , Algeria , Africa

As part of the government's action plan to improve public services, particularly social security services for populations:

Topic:
Governance and administration
Service quality
Implementation year:
2020
Award Year:
2023
State Employees Pensions and Family Benefits Fund , Gabon , Africa

The strategic approach taken by Gabon’s State Employees Pensions and Family Benefits Fund (Caisse des pensions et des prestations familiales des agents de l’État – CPPFAE) to improve member satisfaction involves carrying out a monthly satisfaction survey.

As part of this satisfaction survey, members who have made a complaint in month N are asked to take part in a questionnaire over the phone in the second week of month N+1, to collect their views on the services offered by the CPPFAE. These complaints concern the CPPFAE’s two working sections.

Topic:
Communication
Implementation year:
2020
Award Year:
2023
South African Social Security Agency , South Africa , Africa

When the world was hit by the COVID-19 pandemic in 2020, the South African Social Security Agency (SASSA) was forced to reduce the number of clients permitted to visit its offices.

Clients were not permitted to visit SASSA offices to give consent for funeral insurance deductions from their social assistance payments. Through collaboration with one of the local Fintech companies, SASSA introduced submission of electronic mandates in two phases:

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2020
Social Security Commission , Namibia , Africa

Namibia has experienced significant high rates of unemployment that have needed the involvement of all stakeholders. To this end, the Social Security Commission (SSC) moved to create a platform through which, in collaboration with other key players, would address the challenge of unemployment. This is now known as the Development Fund of the SCC.

Topic:
Employment
Social assistance
Implementation year:
2020
Award Year:
2023
Social Security Fund , Senegal , Africa

The NDAMLI web portal of the Social Security Fund (Caisse de sécurité sociale – CSS) and the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) is the platform that allows users to make their transactions online. Transactions such as registration applications, declarations and payments of contributions, and service requests, can thereby be performed online.

Topic:
Information and communication technology
Communication
Contribution collection and compliance
Service quality
Error, evasion and fraud
Implementation year:
2020
Award Year:
2023
Social Security Fund , Senegal , Africa

Automated data extraction (ADE) is a range of technologies that makes it possible to segment, extract and read, through character recognition, textual information from codified texts and to update the information system.

This ADE system is accompanied by an electronic document management (EDM) solution that makes it possible to digitize physical documents and archive them electronically.

Topic:
Information and communication technology
Service quality
Error, evasion and fraud
Implementation year:
2020
Award Year:
2023
National Organization for Social Insurance , Egypt , Africa

The quick development in societies and the appearance of certain political, social, economic or health issues are different challenges facing social insurance systems in Egypt. While addressing such challenges, the insurance system may find some obstacles and shortcomings in policies, legislation or technological systems.

Topic:
Service quality
Implementation year:
2020
Award Year:
2023
Savings-Pensions Branch of the Deposit and Management Fund , Morocco , Africa

As part of the measures adopted to help limit the spread of the COVID-19 pandemic and in order to avoid any risk of resource disruption for beneficiaries, Morocco’s CDG Prévoyance, which is responsible for managing the National Pension and Insurance Fund (Caisse nationale de retraites et d’assurances – CNRA) and the Collective Pension Scheme (Régime collectif d’allocation de retraite – RCAR), set up a new system to simplify entitlement checks through the exchange of data with institutional partners and on digital platforms.

Topic:
Governance and administration
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2023
State Employees Pensions and Family Benefits Fund , Gabon , Africa

In the digital age, user services are taking a new turn. From e-governments to having a 360-degree user overview, digital concepts look to ensure that user expectations and the responses of public and private administrations are well matched.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2023
Social Security Fund , Senegal , Africa

Committed to their public service mission, the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) and the Social Security Fund (Caisse de sécurité sociale – CSS) provide a number of services, which include:

Topic:
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund , Cameroon , Africa

With a view to bolstering the mechanisms used to collect social security contributions while effectively combating evasion and fraud, platforms were set up for the exchange of data between Cameroon’s National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) and a number of other administrations.

Stakeholders with whom these platforms were established include:

Topic:
Contribution collection and compliance
Implementation year:
2020
Award Year:
2023
Savings-Pensions Branch of the Deposit and Management Fund , Morocco , Africa

Morocco’s CDG Prévoyance ensures the technical and financial management of more than 25 pension schemes and solidarity funds that are extremely diverse in terms of groups covered, size and technical make-up.

This diversity makes the effective management of data a prerequisite in the financial management of these schemes and funds, which involves a wide range of information emanating from a variety of sources.

Topic:
Actuarial
Governance and administration
Investment
Implementation year:
2020
Award Year:
2023
National Health Insurance and Social Guarantee Fund , Gabon , Africa

In 2020, a human resources audit carried out by an external organization revealed shortcomings in the management of human resources within Gabon’s National Health Insurance and Social Guarantee Fund (Caisse nationale d’assurance maladie et de garantie sociale – CNAMGS). The audit recommended a reform be carried out.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund , Cameroon , Africa

For some ten years, the National Social Security Fund (Caisse nationale de prévoyance – CNPS) of Cameroon has been resolutely committed to sustainable development and corporate social responsibility (CSR).

By leveraging its wide scope of action (employers, workers, recipients of benefits, health and social campaigns through hospitals and schools, etc.), the CNPS has stepped up its environmental commitment over the last three years through the implementation of an action plan that has significantly reduced its carbon footprint and hence its greenhouse gas emissions.

Topic:
Workplace health promotion
Implementation year:
2020
Award Year:
2023
Social Security Fund , Senegal , Africa

In applying the guidelines established by their respective Boards, the Social Security Fund (Caisse de sécurité sociale – CSS) and the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) are engaged in an institutional alignment process and have implemented a unique information system. The latter has made it possible to have a single database and a single working tool in order to optimize certain processes they share, such as registration, declaration and collection of contributions.

Topic:
Governance and administration
Information and communication technology
Service quality
Error, evasion and fraud
Continuity and resilience
Implementation year:
2020
Award Year:
2023
National Organization for Social Insurance , Egypt , Africa

The social insurance system in Egypt has faced for decades the problem of financial entanglements with the Public Treasury and the National Investment Bank, which affected the financial sustainability of the system and posed the threat of having a cash deficit in social insurance funds in the near future. Subsequently, this would result in the non-payment of cash entitlements to the eligible, as ensured by the system.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2023
National Social Insurance Fund , Madagascar , Africa

The mandate of the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) of Madagascar includes occupational accidents and diseases. Within this remit, CNaPS also promotes early intervention, encouraging preventive action to address risks arising in the workplace. The aim is to increase awareness and motivation on the part of employers and workers as regards the need for a safe and healthy work environment.

Topic:
Workplace health promotion
Prevention of occupational risks
Service quality
Implementation year:
2019
Award Year:
2020
Local Authorities Pension Trust , Kenya , Africa

Service quality measured by effectiveness and efficiency of systems by social security institutions is paramount in driving trust and confidence in socials security systems. Currently, mobile banking penetration in Kenya is approximately 90 per cent of the population and pension schemes make payments to individual pensioner through traditional channels such as banks and credit unions. These channels have a cost implication to the scheme and to the pensioner.

Topic:
Old-age pensions
Information and communication technology
Service quality
Implementation year:
2019
Award Year:
2023
National Health Insurance Fund , Tanzania, United Republic of , Africa

Late payment of claims to certified health care was a daunting challenge experienced by the National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania. Delays on payments to health care providers was also source of complaints to certified health facilities, as well as registered beneficiaries. Amongst the key causes of late payments to health care providers were the use of an offline claims submission system or sometime manual process.

Topic:
Information and communication technology
Implementation year:
2019
Award Year:
2020
Local Authorities Pension Trust , Kenya , Africa

The ISSA Guidelines on Investment of Social Security Funds is anchored on a robust investment philosophy that is centred on high investment returns to the scheme and consequently to the members. In addition to this, social security institutions have a social responsibility to its membership and the environment to promote environmentally conscious investment.

Topic:
Investment
Implementation year:
2019
Award Year:
2020
National Social Insurance Fund , Cameroon , Africa

The Certificate for Submission (Attestation pour soumission – APS) is the clearance certificate issued by the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) to any employer applying for a public contract. The process of issuing it used to require the employer to travel to the CNPS for both the filing of the application and collection of the document.

Topic:
Governance and administration
Information and communication technology
Service quality
Implementation year:
2019
Award Year:
2023
National Organization for Social Insurance , Egypt , Africa

The Egyptian state has taken great steps towards digital transformation and building a digital Egypt. To reach a digitally connected and integrated government, and expanding the provision of automated services, the National Organization for Social Insurance (NOSI) of Egypt is working towards promoting and developing the information and communication technology (ICT) infrastructure, setting plans and strategies to achieve such goals, keeping in mind improving the work environment and raising the level of performance within the various state institutions.

Topic:
Information and communication technology
Implementation year:
2019
Award Year:
2023
National Social Security Fund of Public State Employees , Congo, Democratic Republic of the , Africa

The customer care quality charter sets out, through its various provisions, a code of conduct towards insured persons to which staff at the Democratic Republic of the Congo’s National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État – CNSSAP) are expected to adhere. It is signed by all staff members, whether in front-office or back-office roles, and compliance with its provisions is mandatory.

Topic:
Service quality
Implementation year:
2019
Award Year:
2020
Interprofessional Retirement Fund , Morocco , Africa

Morocco’s Interprofessional Retirement Fund (Caisse interprofessionnelle marocaine de retraites – CIMR) has developed a new, cutting-edge technology to offer its pensioners enhanced security and comfort. Pensioners affiliated to the CIMR can now provide proof of life at a distance, from the comfort of their own homes. They need simply make use of the CIMR DIALCOM mobile application, complete with dynamic-selfie facial recognition software.

Topic:
Information and communication technology
Service quality
Implementation year:
2019
Award Year:
2023
Seychelles Pension Fund , Seychelles , Africa

The campaign named Pas Kot Fon Pansyon pour en Konversasyon translated into Come to pension fund for a conversation was the campaign introduced in 2019 to encourage members to consider the Seychelles Pension Fund (SPF) as a primary source of information pertaining to pension issues.

Topic:
Communication
Service quality
Implementation year:
2019
Award Year:
2023
Savings-Pensions Branch of the Deposit and Management Fund , Morocco , Africa

The mission of Morocco’s CDG Prévoyance is to honour, as effectively as possible, the financial commitments of the schemes it manages. This necessarily involves the definition of an investment strategy capable of achieving the return and risk objectives that have been set. Roll-out of the strategy requires benchmarks to be established and shared with the external managers who have been charged with its implementation.

Topic:
Actuarial
Investment
Implementation year:
2019
Award Year:
2023
Workers Compensation Fund , Tanzania, United Republic of , Africa

Workers Compensation Fund (WCF) of the United Republic of Tanzania was established in July 2015 to provide reliable and efficient workers compensation services that mitigate
socio-economic impact of occupational injuries. As a new social security institution, it operated under manual systems, which triggered delays in employers’ registration, contribution receipting, file retrieval, claims notification and claims payment.

WCF began to automate its processes to:

Topic:
Information and communication technology
Continuity and resilience