ISSA Webinar: COVID-19: Adapting internal processes and human resources

21. April 2020 | Virtual


ISSA Webinar: COVID-19: Adapting internal processes and human resources

21. April 2020 | Virtual

The ISSA Webinar Series on COVID-19

The coronavirus (COVID-19) crisis has disrupted life all around the world, and social security plays a key role in national responses to mitigate its social and economic impact. Coping with an increase in demand for social security benefits and services while implementing restrictions that significantly affect human resources, business processes and service delivery channels is a huge challenge for social security institutions.

To support the efforts of social security institutions and enable effective exchanges on approaches and lessons learnt, the ISSA has launched an online coronavirus monitor and a Webinar series on “Delivering social security in times of COVID-19”.

This Webinar in English: COVID-19: Adapting internal processes and human resources

21 April 2020, 10h00-11h00 (UTC/GMT+2 or CEST)


Mohammed Azman bin Aziz Mohammed Mohammed Azman bin Aziz Mohammed, Chief Executive Officer and Director General, Social Security Organization, Malaysia.
Jean-Marc Vandenbergh Jean-Marc Vandenbergh, General Administrator, Auxiliary Unemployment Benefits Fund, Belgium.

Quality social security services depend on well-trained staff as well as the consistent application of thoroughly developed internal processes. To be effective and efficient, operations require staff to implement these processes using critical information resources, including privacy sensitive data related to covered persons. Rapid response measures and restrictions related to the COVID-19 crisis have strongly disrupted this fine-tuned model for quality service delivery in many social security institutions.

First, rapid adaptations to existing processes, the introduction of new benefits and swift changes to IT systems have been required. Second, and even more importantly, a major impact of the crisis has been on the key resource of social security institutions: their staff. Social distancing, telework, new ways of collaboration and rapid learning requirements are only some of the challenges faced by those who are vital to the delivery of benefits to the increasing number of people in need.

The scope of the COVID-19 crisis goes beyond most contingency plans ever foreseen by social security institutions. Leadership and innovation based on internal communication and collaboration are therefore key ingredients to enable social security institutions to respond to the critical social needs of populations in the current crisis.

This Webinar in English will focus on both internal processes and human resources in the COVID-19 response by social security institutions. It will examine the following questions:

  • What are the main internal organization challenges faced by social security institutions?
  • How are internal working methods and the staff-based tasks/processes being adapted?
  • How do institutions implement flexible, remote, and mobile working methods for staff?
  • What are the challenges and solutions to remote and secure access to data and information resources?
  • What is the role of leadership and internal communication?
  • What has been the value of contingency or business continuity plans established before the crisis?


  • Welcome
  • Technical introduction by the ISSA.
  • Case experience of the Social Security Organization, Malaysia.
  • Case experience of the Auxiliary Unemployment Benefits Fund, Belgium.
  • Q&A – Discussion.
  • Conclusions.

Practical information

The Webinar is open to delegates of ISSA member organizations and invited institutions. There is no registration fee for ISSA members. Representatives of non-member institutions are requested to contact the ISSA General Secretariat for the terms and conditions of participation.