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:
2021
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The Iranian Social Security Organization (ISSO) adopted in 2021 innovative measure to accommodate the need to complete the past monthly contribution records for the insured who are half-time employed.

Topic:
Governance and administration
Contribution collection and compliance
Implementation year:
2021
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

By putting the interest of the pensioner first, Abu Dhabi Pension Fund (ADPF) comprehensively redesigned its approach to serve its client base of over 91,639 active members, including 12,941 pensioners and 7,805 beneficiaries.

With a renewed focus on the client and by harnessing the power of digital transformation as well as adopting a product-based approach (versus project-based), ADPF has not only significantly improved how the services are orchestrated and offered to customers, but also achieved a satisfaction rate of over 83 per cent.

Topic:
Information and communication technology
Implementation year:
2021
Award Year:
2021
Employees Provident Fund
,
Malaysia
,
Asia and Pacific

In Malaysia, private sector employers are mandatorily required to make retirement contributions on behalf of employees to the Employees Provident Fund (EPF). However, many small and medium enterprises (SMEs) have failed to comply with the law since they do not have a proper payroll management system in place.

The EPF has developed a free basic payroll solution that is available to all private sector employers:

Topic:
Old-age pensions
Contribution collection and compliance
Error, evasion and fraud
Implementation year:
2021
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

In accordance with our organization’s strategic plan to provide pensionable services that enrich the customer’s experience, the Abu Dhabi Pension Fund (the Fund) launched in 2018 an initiative to provide all the customers’ informational and transactional services on mobile application. In line with ISSA Guidelines on Service Quality, Guideline 7.

Topic:
Service quality
Customer-centric
One-stop shops
Implementation year:
2021
Award Year:
2021
Ministry of Manpower
,
Singapore
,
Asia and Pacific

The mission of Singapore’s Central Provident Fund (CPF) Board is to enable Singaporeans to have a secure retirement.

Topic:
Old-age pensions
Implementation year:
2021
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Establishing a two-way relation between the Iranian Social Security Organization (ISSO) and social partners, especially the employers, and responding appropriately to their requests and problems with the aim to improve their participation and level of satisfaction has always been one of the major missions of the ISSO’s Socio-Cultural Department. To achieve this, designing and implementing special programmes seems necessary. One of such programmes is the organization of tailored training and consultation to respond to the employers’ questions and problems.

Topic:
Communication
Implementation year:
2021
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

It is more than a year now since we started applying preventive measures to control the spread of SARS-CoV-2, working from home, distancing in the offices, wearing masks in common areas, and all the other restrictions we applied like most other organizations globally.

Topic:
Information and communication technology
Communication
Implementation year:
2021
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The Iranian Social Security Organization (ISSO), as the largest insurance provider throughout the country, while being responsible for the implementation, generalization and coverage extension of various social insurance programmes, plays a key role in supporting and protecting the most important capital for production in the country, namely human resource.

Topic:
Communication
Implementation year:
2021
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

According to the regulations (Article 38 of Iranian Social Security Law), all of the contracts made between the Government and its contractors are subject to the social security law and the contractors are legally obliged to pay their contribution share to the Iranian Social security Organization (ISSO). The former method involved determining the contribution ratio after the contract conclusion, which led to some ambiguous cost items resulting in contradictions among the ISSO, employer, and contractor.

Topic:
Governance and administration
Service quality
Implementation year:
2021
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Given the role of social partners, especially the employers in generating revenues for the Iranian Social Security Organization (ISSO), it is of significant importance to organize training workshops for employers and their insurance affiliates. This is to improve interactions with those organizations and enhance the employers’ knowledge on social insurance laws and regulations as well as social insurance benefits and services.

Topic:
Communication
Implementation year:
2021
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

Working in the private sector usually has greater financial benefits than the public sector. On one hand, the private sector employees are usually rewarded with higher salaries and benefits in the form of insurance coverage, vacation time and bonuses. On the other hand, the career advancement to higher position provides profit-sharing opportunities, which are not found in the public sector.

Topic:
Governance and administration
Implementation year:
2021
Award Year:
2021
Viet Nam Social Security
,
Viet Nam
,
Asia and Pacific

Vietnam Social Security (VSS) is a governmental agency that has the functions of implementing social and health insurance (SI, HI) policies; implementing the collection and payment of unemployment insurance (UI); managing the social security funds, namely, SI, UI, HI funds; inspecting the contribution and payment of SI, UI and HI in compliance with the law.

Topic:
Extension of coverage
Implementation year:
2021
Award Year:
2021
Viet Nam Social Security
,
Viet Nam
,
Asia and Pacific

VssID – Digital Social Insurance is a digital ecosystem transformation to serve its members. This is a convenient service on smartphone, with many features, that meet the demands of the participants and beneficiaries of social insurance (SI), health insurance (HI) and unemployment insurance (UI) policies by the flexibility of providing essential information.

With the VssID app, users can:

Topic:
Information and communication technology
Service quality
Customer-centric
One-stop shops
Implementation year:
2021
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

Abu Dhabi Pension Fund (ADPF) has made great efforts to harnesses the latest digital solutions to provide a seamless service experience for customers as well as effective operations by developing the right ecosystem and provide our customers with a comprehensive range of services through one single point of access at any time and place.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The pensioners of the Iranian Social Security Organization (ISSO) are entitled to receive interest-free loans. Previously, they had to show up in-person in the ISSO insurance branches to be introduced to the banks for performing the relevant official procedures of getting a loan. The COVID-19 pandemic obliged the ISSO to establish an online system.

Such an online application platform was implemented by the ISSO in collaboration with Bank Refah Kargaran.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2021
Ministry of Human Resources and Social Security
,
China
,
Asia and Pacific

In accordance with relevant requirements of the Ministry of Human Resources and Social Security of China, Shanghai will further streamline government administration and optimize the “do business” environment in the city. For this purpose, Shanghai Municipal Administration Centre for Social Insurance Affairs implements the “Guiding Opinion of the General Office of Shanghai Municipal People’s Government on Reengineering Service Processes in Order to Do “One Thing at One Time” for Enterprises and People Efficiently”.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2021
Social Security System
,
Philippines
,
Asia and Pacific

The year 2020 posed unprecedented challenges to organizations as a result of the COVID-19 pandemic, but it offered the Philippines Social Security System (SSS) opportunities to execute new measures to fulfil its mandate and address the needs of its members during the difficult period.

Topic:
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2021
National Pension Service
,
Korea, Republic of
,
Asia and Pacific

The National Pension Service (NPS) of the Republic of Korea developed a credit rating model that reflects national pension payment information to support the economic activities of the financially marginalized who lack financial transaction experience such as the young generation, providing financial benefits such as lowered interest rates on loans to honest national pension payers.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

The General Organization for Social Insurance (GOSI) of Saudi Arabia is always seeking to enhance its capacity in information technology (IT). It wants to optimize product development cycle in order to deliver the optimum business-value. Therefore, GOSI is starting an initiative called “Agile transformation programme” which is a key milestone to transform our operating model from “project-centric” to “product-centric” delivery model. This means that it will bring in cross-functional teams covering all the disciplines and resources needed for end-to-end delivery.

Topic:
Governance and administration
Information and communication technology
Service quality
Customer-centric
Implementation year:
2020
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

One of the biggest challenges in managing social healthcare in Indonesia is low awareness and willingness of informal members to pay their premium contribution regularly. This condition was further worsened by the fact that in 2020, 91.3 million people were unbanked (have no bank accounts. Data source: Central Bank of Indonesia).

Topic:
Contribution collection and compliance
Implementation year:
2020
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

As mandated by the constitution, the Social Security Administering Body for Health Sector of Indonesia (BPJS Kesehatan) of Indonesia has the authority to examine the compliance of employers to the social security for health programme. Some of their responsibilities include registering all workers in the programme, updating workers’ data including wages as the basis for deducting contributions, and paying monthly contributions for their workers.

Employers are obliged to submit monthly reports to BPJS Kesehatan as the basis for inspecting compliance.

Topic:
Contribution collection and compliance
Implementation year:
2020
Award Year:
2021
Social Security Organisation
,
Malaysia
,
Asia and Pacific

Back Protection and Rehabilitation Programme (BPRP) is a dynamic and proactive solution to control and manage the commonest musculoskeletal disorders at the workplace, which is backache or low back pain. The main objective is to reduce the incidence and impact of back pain, prevent worsening of disability, reduce the disability period, and finally retain skilled workers affected in the workforce.

Topic:
Occupational accidents and diseases
Workplace health promotion
Prevention of occupational risks
Return to work
Implementation year:
2020
Award Year:
2021
Korea Workers' Compensation & Welfare Service
,
Korea, Republic of
,
Asia and Pacific

The Republic of Korea’s workers’ compensation supports the return to work of injured workers, as a social safety net protecting national human resources. The Korea Workers’ Compensation and Welfare Service (COMWEL) is an organization operating “Customized Integrated Services (CIS)” that establishes a rehabilitation plan for injured workers since 2011, while implementing systematic rehabilitation services according to the established plan, helping the successful rehabilitation of workers.

Topic:
Occupational accidents and diseases
Return to work
Information and communication technology
Implementation year:
2020
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

Since the beginning of the COVID-19 pandemic in March 2020 in Indonesia, a number of health-related problems have arisen, including the uncontrolled increase of cases in hospitals, the lack of pre-existing facilities for handling COVID-19, the availability of budgets for handling those cases, and the increasing number of health workers infected.

Topic:
Governance and administration
Service quality
Implementation year:
2020
Award Year:
2021
Ministry of Manpower
,
Singapore
,
Asia and Pacific

The Central Provident Fund Board (CPFB) nominations allow members to bequeath their CPF savings according to their wishes without hassle and cost. A major hurdle in nomination making was the cumbersome hardcopy process where the member and two witnesses need to be physically present to sign the nomination form together.

Topic:
Service quality
Implementation year:
2020
Award Year:
2021
Employees Trust Fund
,
Brunei Darussalam
,
Asia and Pacific

During the pandemic, the Government of Brunei Darussalam introduced measures to address the impact of COVID-19 in the country. This was carried out with a “Whole of Nation Approach” – United in addressing the impact and challenges arising from the spread of COVID-19 in Brunei Darussalam. The steps undertaken are focused on three main components, namely, maintaining the well-being of the public, protecting jobs, and providing support for individuals as well as supporting and assisting businesses.

Topic:
Contribution collection and compliance
Social assistance
Social policies & programmes
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Social Security Corporation
,
Jordan
,
Asia and Pacific

The Social Security Corporation (SSC) of Jordan constantly seeks to provide social protection programmes for working women. This is evident in the Corporation’s endeavour to amend its legislation to allow working women to benefit from the childcare allowance, relieve the burdens and reduce the obstacles facing working mothers, and enhance their chances to stay longer in the labour market.

Topic:
Family benefits
Maternity
Employment
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The Social Security Law of Iran came into force in 1977, and since then, it has been subject to different changes and amendments in the form of law, instruction or circular. However, the current circulars are very fragmented and of great volume. The multiplicity of directives during past years has caused ambiguity and disunity of procedures, leading to different or sometimes contradictory interpretations by administrative units and insurance branches, which caused dissatisfaction of staff and clients.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

While dealing with the COVID-19 pandemic and cancelling attendance at workplaces to implement the social distancing rule and the application of the remote working system, the problem of communicating with clients arose. Thus, the Public Pension Agency (PPA) of Saudi Arabia decided to launch a number of new ways to enhance communication with clients and external parties, in addition to developing the current digital means.

Topic:
Communication
Implementation year:
2020
Award Year:
2021
Fiji National Provident Fund
,
Fiji
,
Asia and Pacific

The first case of COVID-19 in Fiji in March 2020 followed by the closing of its borders had widespread impact on the Fijian economy. The pandemic triggered one of the worst job crisis that Fiji has ever seen, bringing with it massive unemployment and pay reduction. Without a coherent national social security system and lack of government funds, government relied on Fiji National Provident Fund (FNPF) for assistance and as its reliable arm for cash distribution to affected workers.

Topic:
Governance and administration
Information and communication technology
Communication
Service quality
Social assistance
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The list of declarations and payrolls includes different columns requiring a variety of data to be processed. The complexity of data entry, as well as lack of knowledge of some of the employers, lead to some unintentional errors or contribution evasion, which are the roots of distractions between the Iranian Social Security Organization (ISSO) and the employers. The organization implemented a smart system, enabling the employers to find, supervise and correct the errors at the time of filling the digital forms.

Topic:
Information and communication technology
Contribution collection and compliance
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Traditional procedure of financial transactions between the Iranian Social Security Organization (ISSO) and the contributors (covered independent insured population and employers) was not only paper-based, but also bank-based. There are more than 80 million transactions in a year, which, considering 48 hours for each to be concluded, constituted a huge waste of time and paper brought challenge to the organization.

Topic:
Governance and administration
Contribution collection and compliance
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Due to its coverage of more than 42 million people, the Iranian Social Security Organization (ISSO) strongly needs a comprehensive system to share the information with its beneficiaries. The covered population is varied in terms of social, economic, education and vocational aspects. This made the communication plan a challenge for the ISSO Public Relations Department (PRD) which needs a comprehensive approach and system to produce context and select the right channel to inform the beneficiaries.

Topic:
Communication
Implementation year:
2020
Award Year:
2021
National Health Insurance Service
,
Korea, Republic of
,
Asia and Pacific

“Untact” (meaning “contactless”) is one of the high-trending new terms in Korea’s post-COVID-19 era. The global pandemic in the wake of the COVID-19 outbreak created new standards that have come to be known as the “new normal”.

Topic:
Health
Information and communication technology
Implementation year:
2020
Award Year:
2021
Central Provident Fund Board
,
Singapore
,
Asia and Pacific

Singapore’s Central Provident Fund Board (CPFB) is the Centre of Excellence for Citizen Disbursement (CD) in administering Government social transfer schemes to support Singaporeans in need with emphasis on customer centricity, operational efficiency and agility as core operating principles.

Topic:
Service quality
Social policies & programmes
Implementation year:
2020
Award Year:
2021
The Public Institution for Social Security
,
Kuwait
,
Asia and Pacific

Prior to the COVID-19 pandemic, the Pension Services Sector at The Public Institution for Social Security (PIFSS) of Kuwait required the in-person attendance of anyone requesting official certificates and documents. Thus, PIFSS is keen to keep pace with ongoing developments and provide its services by utilizing the best available technology.

Topic:
Information and communication technology
Communication
Service quality
Social assistance
Implementation year:
2020
Award Year:
2021
Employees Provident Fund
,
Malaysia
,
Asia and Pacific

ELYA, abbreviation for “EPF Loves You Always”, was invented to reduce drop calls at Employees Provident Fund (EPF) Contact Centre of Malaysia and to empower customers with self-service facilities in a conversational approach. This is the first bilingual Virtual Assistant (VA) for social security organisation powered by Artificial Intelligence (AI) using Natural Language Processing (NLP) and supported by Live Chat. The inspiration to create ELYA’s outgoing persona is a culmination of EPF staff’s personalities and passion to help customers from different walks of life.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2021
Social Security Corporation
,
Jordan
,
Asia and Pacific

The aim of the digital transformation Social Security Corporation (SSC) of Jordan is to provide added value to service recipients and reduce operational costs. The COVID-19 epidemic led the Corporation to stop receiving people and the firms’ liaison officers in all its branches.

Topic:
Information and communication technology
Communication
Service quality
Implementation year:
2020
Award Year:
2021
Civil Servants Pension Fund
,
Iran, Islamic Republic of
,
Asia and Pacific

The Civil Service Pensions Fund (CSPF) of the Islamic Republic of Iran launched a communication centre for its beneficiaries with the goal of increasing the satisfaction of covered retirees and using international standards, Information Technology Infrastructure Library (ITIL), in order to seamlessly manage all communication channels with retirees, including telephone, web, mobile applications, etc.

Saba Centre with capacity of 77 experts in each shift is a 24-hour, seven days a week active centre.

Topic:
Information and communication technology
Communication
Service quality
Implementation year:
2020
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

Village is the smallest governmental unit in Indonesia managed by village officials known as KP Desa. Recruitment of KP Desa is challenging since they are scattered in 74,957 villages across Indonesia. Thus, it is hard to inform them about enrolment to the national health insurance (JKN) considering the limited resources owned by the Social Security Administering Body for the Health Sector (BPJS Kesehatan), 127 branch offices and 389 district offices.

Topic:
Communication
Implementation year:
2020
Award Year:
2021
Civil Servants Pension Fund
,
Iran, Islamic Republic of
,
Asia and Pacific

Given the growth of the community of the Civil Servants Pension Fund (CSPF) and the numerous needs of this community in various areas such as social, economic, healthcare, etc., designing products and services, providing economic and customized start-up-based solutions are considered as a fundamental necessity. Therefore, the CSPF has established the Saba Innovation Centre (Saba) with two goals:

Topic:
Health
Information and communication technology
Investment
Social assistance
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The increasing costs of the healthcare system inflicted by bringing in new technologies, the growing number of elderly population and chronic diseases, along with increasing demands for quality services on one hand, and the limited public resources available for the healthcare system on the other hand, have made optimization of healthcare system irresistible more than ever before.

Topic:
Health
Governance and administration
Service quality
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

In general, illnesses cause heavy and sometimes prohibitive costs to families in addition to inflicting pain on patients. A number of chronic and often incurable diseases impose higher costs, some of which are mainly incurable; and fall under the category of special diseases in Iran, which includes thalassemia, haemophilia and dialysis patients.

Topic:
Health
Implementation year:
2020
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

Fund Pulse is an institutional structure in which all the departments’ operational processes are grouped and linked to the requirements of the best practices, policies and methodologies, such as identifying the competencies required to implement the process, operational risks, performance management, business continuity, etc. This method provides a database that facilitates the decision-making processes for continuous improvement of operations. When a change is requested, it is easy to know the affected processes and the individuals affected by the change.

Topic:
Service quality
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

The General Organization for Social Insurance (GOSI) has proactively worked on avoiding any risks to business continuity, when the pandemic reached Saudi Arabia at the beginning of March 2020 and the government applied new restrictions regarding health matters. These factors affected GOSI’s operations and services and made business continuity more important than ever.

A number of effective measures have been implemented to ensure the services related to the pension and social insurance operations work as planned.

Topic:
Governance and administration
Service quality
Continuity and resilience
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

An electronic platform was created to serve the customers of the General Organization for Social Insurance (GOSI) of Saudi Arabia. The main benefit of the service is to facilitate the application process without the need to visit the branch in person. This was done by designing a detailed form for GOSI’s customers to submit their applications electronically.

Topic:
Information and communication technology
Service quality
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

The Public Pension Agency (PPA) of Saudi Arabia is keen to ensure business continuity in cases of emergencies, disasters and sudden events that may occur at any time. A business impact analysis on key services was conducted, and a Business Continuity Programme was developed through the preparation of an enterprise-wide strategy, policy, plans, and agreements that would enable it to deal effectively with various crises and disasters.

Topic:
Governance and administration
Communication
Service quality
Continuity and resilience
Implementation year:
2020
Award Year:
2021
Services Australia
,
Australia
,
Asia and Pacific

Changing the Social Security Income Assessment Model (CAM) was announced in the 2019–20 Budget as part of the Social Security and other Amendments (Simplifying Income Reporting and Other Measures) Bill 2020. Legislative amendments were enacted to allow customers to report the gross employment income paid to them during their reporting period, as shown on their payslip, rather than calculating what they expect to earn. The changes were successfully implemented on 7 December 2020.

Topic:
Governance and administration
Information and communication technology
Communication
Service quality
Implementation year:
2020
Award Year:
2021
Abu Dhabi Pension Fund
,
United Arab Emirates
,
Asia and Pacific

The adoption of data driven communication approach proves to have a great impact on performance and results in the private sector over the last decade. In contrast, most of the public sector organizations still depend on the traditional methods of communication even on the new online mediums like social media and mobile.

Topic:
Information and communication technology
Communication
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The traditional method for debt instalment lacked the validation possibility of the debtors. The experts of the Iranian Social Security Organization (ISSO) applied a smart system with the capability of reviewing the debtor’s previous behaviour and transactions. This enables the authorized official to propose a certain number of instalments according to the debtors’ level of financial status. The new method has dramatically improved the contribution collection procedure.

Topic:
Contribution collection and compliance
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Rising number of different kinds of debt notification annually which exceeded 3 million papers, besides considering the rules and regulations emphasizing official and legal communication to the employers – whom were sometimes inaccessible – brought challenges to the executive procedures of Contribution Collection Department of the Iranian Social Security Organization (ISSO), especially during the COVID-19 pandemic. So, it was decided to gradually replace the traditional process with the electronic method.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The traditional method to receive the employers’ objection to their announced debt by insurance branch was troublesome, both for the employer and the staff of Iranian Social Security Organization (ISSO), in terms of being in-person, time consuming and unknown date for next meeting. The prolonged process for revising the announced debt, which included six phases, was a barrier to contribution collection. So, it was replaced by an electronic transparent process of two phases during the COVID-19 pandemic.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Previously, the contribution collection process of the Iranian Social Security Organization (ISSO) used to be handled in each insurance branch in a decentralized and fragmented manner, and due to the lack of linkage between the branches, establishment of benefits based on total contribution payment record, required several correspondences between different ISSO branches. By designing and launching of the integrated database for contribution payment record, collecting and gathering records from different branches to provide benefits is not required any longer.

Topic:
Information and communication technology
Contribution collection and compliance
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The traditional method for tracking the employers’ debts to the Iranian Social Security Organization (ISSO) was an islanded mechanized micro system with a remarkable failure in tracking debts in a unified manner. It was a serious challenge to financial sustainability of the organization and collecting debts on time. Therefore, an integrated system to track and follow up the indebted employers was designed, enabling the organization to find the debtors.

Topic:
Contribution collection and compliance
Error, evasion and fraud
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

All of the organizations and institutions around the world have experienced a massive and unprecedented transition from traditional interaction to online communication. In a short period of time, the spread of COVID-19 worldwide caused profound changes and created alternatives, which were previously used, but on a smaller scale, such as videoconferencing.

Topic:
Governance and administration
Communication
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Setting up a retirement pension requires two main qualifying conditions to be met, including retirement age and years of contribution. Provided that both qualifications have been met, the insured may claim for the retirement pension. Then, the insurance branch of the Iranian Social Security Organization (ISSO) – after confirming the entitlement of the claimant – informs the employer that the claimant is entitled to receive retirement pension, and asks the employer to officially cease his/her employment relationship.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

According to social security rules and regulations, the contribution payers to Iranian Social Security Organization (ISSO) – both the employer and contractor – are entitled to receive the contribution clearance. Accordingly, assurance of the official communication to them is of overriding importance.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Taking the advantage of e-services of the Iranian Social Security Organization (ISSO) requires a personal profile account for identity verification and registration of the client.

In view of the large number of clients of the ISSO (almost 45 million persons), the in-person visit of the target population for undergoing the said procedure was impossible during the COVID-19 pandemic. Fortunately, the goal was achieved through online registration of the clients via their cell phones.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

In recent years, the inconsistencies between the pension indexation rate and cost of living has affected the living standards of pensioners.

The increase of pension has been at its lowest rate for the pensioners who received higher level of pension, although they had paid higher rates of contribution during their working period. The issue is in contrast to actuarial principles of the insurer entities. In this regard, a plan on pension adjustment was approved by the Iranian Social Security Organization (ISSO) to solve the problem.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The emergence of COVID-19 pandemic and its consequences led the policy-makers and managers of the Iranian Social Security Organization (ISSO) to consider the necessity of turning the traditional procedures of recognizing the eligibility of beneficiaries to online services in an effort to minimize the in-person visits to the ISSO insurance branches.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

The Iranian Social Security Organization (ISSO) is the largest social insurance fund in Iran and it is a non-governmental organization.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Covering about 50 per cent of the total population of the country, the Iranian Social Security Organization (ISSO) delivers its services to over 45 million people. In order to get proper responses to queries, give recommendations or lodge complaints, the clients require suitable tools to communicate with the ISSO’s different departments.

Topic:
Governance and administration
Communication
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

With the outbreak of the COVID-19 pandemic in March 2020, and the lockdowns enforced to businesses and activities, almost 700,000 individuals who became unemployed by May 2020 were qualified to receive the unemployment benefit.

Topic:
Governance and administration
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

In order to pay loans and facilities for the improvement in the livelihood of retirees and pensioners, the Iranian Social Security Organization (ISSO) signed a memorandum of understanding (MoU) with Bank Refah Kargaran.

Topic:
Governance and administration
Service quality
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

Topic:
Governance and administration
Information and communication technology
Communication
Contribution collection and compliance
Service quality
Implementation year:
2020
Award Year:
2021
Social Security Organisation
,
Malaysia
,
Asia and Pacific

Expanding its services from assisting up to 1,200 jobseekers with employment injuries or illnesses annually in 2008, Social Security Organization (SOCSO) now delivers employment services to all categories of job seekers in Malaysia through the establishment of the MYFutureJobs National Employment Services, a framework similar to the Public Employment Services defined by the Organisation for Economic Co-operation and Development (OECD).

Topic:
Employment
Return to work
Information and communication technology
Extension of coverage
Service quality
Social assistance
Social policies & programmes
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
National Health Insurance Service
,
Korea, Republic of
,
Asia and Pacific

The National Health Insurance Service (NHIS) is the single insurer in the Republic of Korea that manages health insurance and long-term care insurance under the Ministry of Health and Welfare (MOHW). In the wake of the national crisis due to COVID-19, all employees carried out all efforts for social responsibilities as a public institution and actively responded to overcome the crisis.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2021
National Social Security Administering Body for Employment
,
Indonesia
,
Asia and Pacific

The national social security system in Indonesia can be divided into two social security administering bodies (BPJS), namely Social Security Administering Body for the Health Sector (BPJS Kesehatan) and National Social Security Administering Body for Employment (BPJS Ketenagakerjaan). BPJS Kesehatan organizes health insurance programmes and BPJS Ketenagakerjaan provides work accident insurance, old-age savings, pension benefits, and death benefits.

Topic:
Old-age pensions
Investment
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

For years, it took days for employers to receive their debt statement in detail from the insurance branches of the Iranian Social Security Organization (ISSO). The time-consuming manual process of evaluating the employers’ debts to the ISSO, which might be coincided with human error, was a challenging process for the organization and its stakeholders. Designing a digital platform to systemize the debt evaluation and make it online accessible, was an innovative solution that minimized the in-person visits to the insurance branches as well, during the COVID-19 pandemic.

Topic:
Information and communication technology
Implementation year:
2020
Award Year:
2021
National Pension Service
,
Korea, Republic of
,
Asia and Pacific

By linking and connecting family relations registration data and account information that are essential in claiming national pension payments, we provide a contactless, paperless, and wait-less, or the so-called “3-less” service in pension payments, thereby removing the inconvenience of having to visit the National Pension Service (NPS) of the Republic of Korea or relevant organizations and reducing the risk of contact in the era of COVID-19.

Topic:
Old-age pensions
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Previously, pensioners’ jobless and single daughters had to pay in-person visit to the authorized official at the insurance branches of the Iranian Social Security Organization (ISSO) and sign a letter of commitment in order to be recognized as an eligible person to receive survivors’ benefits.

Topic:
Governance and administration
Information and communication technology
Implementation year:
2020
Award Year:
2021
National Pension Service
,
Korea, Republic of
,
Asia and Pacific

COVID-19 caused a crisis with economic and employment shocks, which led to increased unemployment and the self-employed shutting down businesses. With prolonged COVID-19 pandemic, there was an increase in the number of citizens (subscribers), who struggled to make payments on national pension premiums.

The National Pension Service (NPS) of the Republic of Korea made efforts to overcome the COVID-19 crisis by alleviating financial burden by temporarily waiving premium payments and payments of arrears.

Topic:
Social policies & programmes
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

A major challenge facing almost 400,000 small- and medium-sized enterprises (SMEs) is complying with governmental regulations while being able to focus on operations and not getting stretched financially. In this case, SMEs need to comply with Wage Protection System (WPS) but they are faced by service and cost issues at banks.

Topic:
Governance and administration
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2021
Ministry of Health, Labour and Welfare (Kosei-Rodosho)
,
Japan
,
Asia and Pacific

The younger generation especially has anxiety and distrust towards Japanese pension systems in society where incorrect information prevails. It is urgent to generate “positive circulation” and establish an environment where people can trust public pension systems towards the future. To reach the status, we must create the momentum that the younger generation keeps thinking about the national public pension systems and their own pensions by getting interested in the systems and deepening their understanding.

Topic:
Old-age pensions
Communication
Service quality
Implementation year:
2020
Award Year:
2021
Ministry of Human Resources and Social Security
,
China
,
Asia and Pacific

Chinese President Xi Jinping has called for acting on “fully implementing the policy of returning unemployment insurance contributions for job retention” and “extending unemployment insurance coverage, better safeguarding basic life of the unemployed, and ensuring every eligible unemployed people could be covered and receive benefits”.

Topic:
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Iranian Social Security Organization
,
Iran, Islamic Republic of
,
Asia and Pacific

Since early 2020, the COVID-19 pandemic challenged the world with a drastic situation. It had many impacts on different areas such as social protection plans and social security organizations due to vast unemployment, illness and death of the covered population. It urged the authorities to take measures toward protecting the covered population and the staff in a more comprehensive way.

Topic:
Governance and administration
Information and communication technology
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Social Security Organisation
,
Malaysia
,
Asia and Pacific

The Medical Board of the Social Security Organization (SOCSO) is a group of medical professionals that is responsible for performing impairment evaluation and determining the social security benefits due to employment injury or invalidity filed by Malaysian employees (insured persons) with SOCSO.

Topic:
Extension of coverage
Social assistance
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

Until 2024, the Social Security Administering Body for the Health Sector (BPJS Kesehatan) of Indonesia has a target of 82 million formal workers. To achieve this target, it is necessary to carry out a certain strategy, namely empowering Relationship Officers (RO) to recruit formal workers. The recruitment process requires adequate knowledge and communication skills. To support this, platforms are provided, namely ALIANRO and PAPERORO.

Topic:
Communication
Implementation year:
2020
Award Year:
2021
Ministry of Human Resources and Social Security
,
China
,
Asia and Pacific

Ningxia Hui Autonomous Region is located in the northwest of China, adjacent to Shaanxi Province, Inner Mongolia Autonomous Region and Gansu Province. Established on25 October 1958, it is one of the five minority autonomous regions in China. It covers an area of 66,400 square kilometres and has a permanent population of 7.2 million.

Topic:
Information and communication technology
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

In 2020, Indonesia was hit by the COVID-19 pandemic just like many other countries in the world. It affected all aspects of life in Indonesia including public services such as those provided by the Social Security Administering Body for the Health Sector (BPJS Kesehatan).

Topic:
Service quality
Implementation year:
2020
Award Year:
2021
National Health Insurance Service
,
Korea, Republic of
,
Asia and Pacific

The National Health Insurance Service (NHIS) of the Republic of Korea has created a smart environment in which visiting a branch office in person for civil services is no longer necessary. By integrating 17 homepages operated by different projects and three mobile apps into a single channel (internet, mobile), citizens no longer need to visit a branch office to access the main NHIS services from November 2020.

Topic:
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2021
Social Security Organisation
,
Malaysia
,
Asia and Pacific

During the current COVID-19 pandemic, the whole country’s government mechanism is mobilised to manage the impact of the pandemic. The Social Security Organization (SOCSO) of Malaysia plays its role in the social security and provides economic stimulus for the country.

Topic:
Health
Workplace health promotion
Prevention of occupational risks
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

The General Organization of Social Insurance (GOSI) of Saudi Arabia is a government entity with a matured strategic planning practice. It established its first strategy in 2010 and since then GOSI has worked on refreshing its strategy annually. Because of that, it has established a strategy and performance department to be responsible for its strategic planning and execution role. Since 2016, GOSI has relayed on its internal capabilities on performing the strategic planning and execution process, and invested on tools and dashboards to support these processes.

Topic:
Governance and administration
Implementation year:
2020
Award Year:
2021
Social Security Corporation
,
Jordan
,
Asia and Pacific

In response to COVID-19 pandemic, the Social Security Corporation (SSC) of Jordan launched the Sustainability Programme (Istidama) in accordance with the Defence Law, issued by the government in 2020, represented by a package of procedures, aimed at securing workers in the activities and sectors most affected; providing temporary income that enables them to meet their living requirements because of the decrease in their wages.

Topic:
Employment
Return to work
Social assistance
Social policies & programmes
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

The Taqdeer platform initiative was introduced in 2020 to meet the aspirations of the retirees and beneficiaries as clients of the Public Pension Agency (PPA) of Saudi Arabia, in providing additional services through strategic partnerships with the private sector. At its inception, the project faced a number of challenges, such as the lack of similar initiatives that it could be benchmarked against.

Topic:
Information and communication technology
Service quality
Implementation year:
2020
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

The COVID-19 pandemic was one of the largest threats to small- and medium-sized enterprises (SMEs). The lockdown was about to force employers to terminate their employees because of the inability to pay their wages. The General Organization for Social Insurance (GOSI) of Saudi Arabia was quick and agile in submitting to the legislators a recommendation by which employers are not required to pay wages of employees, employees can keep their jobs and the unemployment insurance (SANED) would compensate those employees.

Topic:
Return to work
Governance and administration
Information and communication technology
Service quality
Social policies & programmes
Shocks & extreme events
Implementation year:
2020
Award Year:
2021
National Health Insurance Service
,
Korea, Republic of
,
Asia and Pacific

In order to effectively unify and manage 11 communication channels, the National Health Insurance Service (NHIS) of the Republic of Korea has developed a “Unified Suggestion/Communication Management System” by listening to the needs and opinions of the public and employees about health insurance and long-term care insurance. NHIS is the first public agency in the nation to implement this system.

Topic:
Information and communication technology
Communication
Implementation year:
2020
Award Year:
2021
Services Australia
,
Australia
,
Asia and Pacific

Services Australia delivers social services and means tested social security payments. Since August 2019, Australia faced a series of crises starting with widespread drought and bushfires, followed by floods and a global pandemic. With widespread disruption to livelihoods, we recognised that now more than ever Australians needed simple, helpful, respectful and transparent paths to accessing income support through the social security system.

Topic:
Governance and administration
Information and communication technology
Communication
Service quality
Implementation year:
2019
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

In 2014, the General Organization for Social Insurance (GOSI) of Saudi Arabia aimed to have a performance-oriented culture that relies on key performance indicators (KPIs) to track the deviation from achieving its strategic objectives. Thus, Strategy and Performance Management Department (SPM) was assigned to establish the KPIs and conduct performance review meetings with all other departments across the organization.

Topic:
Governance and administration
Implementation year:
2019
Award Year:
2021
Fiji National Provident Fund
,
Fiji
,
Asia and Pacific

Each year in June (as required by law), the Board of the Fiji National Provident Fund (FNPF) makes two determinations:

  • Determining a crediting rate for the financial year just ended, which would adjust member balances accordingly on 30 June.
  • Determining a pro-rata crediting rate (or interim crediting rate), which will apply to full withdrawals during the financial year ahead.

A Distribution Policy was developed to guide the Board’s crediting rate determination process and which was built on the following principles:

Topic:
Actuarial
Governance and administration
Communication
Implementation year:
2019
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

Contribution collection is a vital aspect in the implementation of the social security for health programme in Indonesia. Since it was implemented in 2014 until the end of 2018, contribution collections from the informal sector have continued to decline, with the collecting ratio in the range of 60 per cent.

Topic:
Contribution collection and compliance
Implementation year:
2019
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

The Social Security Administering Body for the Health Sector (BPJS Kesehatan) is a public legal entity that reports directly to the President and is assigned to administer national health insurance for all Indonesian citizens. Its organizational structure consists of 24 Departments, 13 Regional Departments, 127 Branch Offices and 365 Regency/City Offices.

Topic:
Error, evasion and fraud
Implementation year:
2019
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

Compliance of formal sector to register and pay for the contribution of workers is an on-going problem for Indonesia’s National Health Insurance Programme. To ensure optimal supervision and compliance check in the midst of the pandemic, Indonesia’s Social Security Administering Body for the Health Sector issued a technical guideline on compliance supervision and inspection of non-government employers in the new normal. The new Compliance Express for Companies (CoEx) is an innovation that does not change the business process but shortens the time required for compliance checks.

Topic:
Contribution collection and compliance
Implementation year:
2019
Award Year:
2021
Social Security Administering Body for the Health Sector
,
Indonesia
,
Asia and Pacific

Before July 2018, the drug billing system of Social Security Administering Body for the Health Sector (BPJS Kesehatan) of Indonesia was an offline system, which made it possible for members to be prescribed with the same drugs at different health facilities. This fraudulent behaviour cost BPJS Kesehatan around 382 million Indonesian rupiahs (IDR) from August 2017 to July 2018. The system made it possible for the health facilities to reimburse non-covered drugs of around IDR 10.8 billion.

Topic:
Information and communication technology
Implementation year:
2019
Award Year:
2021
National Pension Service
,
Korea, Republic of
,
Asia and Pacific

The National Pension Service (NPS) of the Republic of Korea developed a digital consultation channel, converting various reports and forms that were previously filled out by hand by customers visiting branches into digital electronic forms. This reduces costs related to creating and processing paper documents, while customers can complete filling out forms using electronic signature on a touch screen. The NPS creates a paperless office environment, while providing digital administration service to customers that minimizes contact time between employees and customers.

Topic:
Information and communication technology
Service quality
Implementation year:
2019
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

For the Public Pension Agency (PPA) of Saudi Arabia, digital transformation was one of the most important items on the top management’s agenda. This focus on technology adoption and the concept of digital disruption is not new, but the COVID-19 pandemic altered priorities and put the spotlight on it.

Topic:
Governance and administration
Information and communication technology
Communication
Service quality
Implementation year:
2019
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

Our major challenge at the Public Pension Agency (PPA) of Saudi Arabia was to raise the quality of data and pension request outputs, and complete the insurance operations for clients on time. There were also some challenges regarding the overpayments to clients due to lack of accuracy and poor data quality, and moreover its availability on time.

Topic:
Communication
Service quality
Error, evasion and fraud
Implementation year:
2019
Award Year:
2021
General Organization for Social Insurance
,
Saudi Arabia
,
Asia and Pacific

The General Organization for Social Insurance (GOSI) of Saudi Arabia, since its foundation in 1973, has experienced strong growth and development. It has worked remarkably to achieve its strategic objectives by emphasizing on the application of the governance practices in the organization. Because of that, it has set a dedicated objective for enhancing governance model.

Topic:
Governance and administration