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

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.

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.

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.

In March 2020, the coronavirus pandemic broke out in Israel.

What began as a health crisis soon turned into an economic crisis, which led many workers to go on forced unpaid leave and went to the National Insurance Institute (NII) for assistance. There was a need to find creative solutions within the limits of the law and the data available to the NII, and to find workable and quick solutions that would allow the payment of unemployment benefits to unpaid workers.

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.

The goal was to serve our clients in a perfect way by enabling better communication among clients, customer service employees and decision makers in our organization, gaining an understanding of clients' needs and helping us resolve their problems related to our social insurance system.

Preparing and establishing the Call Centre involved: