ISSA Webinar: Digital inclusion in social security – Accessibility challenges and good practice solutions

24. März 2021 | Virtual

ISSA Webinar: Digital inclusion in social security – Accessibility challenges and good practice solutions

24. März 2021 | Virtual

Wednesday, 24 March 2021, 10:00−11:30 (UTC/GMT+1 or CET)

Languages: Simultaneous interpretation in English, French and Spanish

Social security institutions are globally going digital, even more so during the COVID-19 pandemic. Digital technologies fundamentally change how people engage and interact with administrations, making it easier for people to access key information, timely fulfil their legal obligations, and obtain e-services and benefits in rapidly evolving societies.

Yet such benefits come with new challenges, notably overcoming accessibility challenges such as geographic, physical distance, access to reliable and affordable internet and telecommunications infrastructure. To provide access to personalised services in a secured environment, other barriers to be overcome is to provide valid e-identification systems, and ensure that customers have the means to pay contributions and receive financial benefits electronically.

Developing strategies to address these challenges, next to affordability and skills, is essential to ensuring that all citizens can benefit from digital transformation opportunities and that no one is left behind. There is a window of opportunity for social security institutions to shape a digital future that maximises immense opportunities while fostering social inclusion in all societies.

This second ISSA Webinar on digital inclusion will address the issues of accessibility to digital services, overcoming telecommunication barriers and providing a secured identity. It will outline the state of play and present innovative solutions that have already been applied in different countries.

Join us for this ISSA Webinar on digital inclusion, the second of a series of webinars on various aspects of this major challenge related to the ISSA’s four triennial topical priorities.


Morten Meyerhoff Nielsen Morten Meyerhoff Nielsen, EGOV Adviser, Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV), United Nations University
Hosea Kimutai Kili Hosea Kimutai Kili, Group Managing Director and Chief Executive Officer, Local Authorities Pension Trust (LAPTRUST), Kenya
Edmund Cheong Peck Huang Edmund Cheong Peck Huang, Chief Strategy and Transformation Officer, Social Security Organisation (Perkeso), Malaysia

This webinar will examine the following questions:

  • How to ensure that customers can access social security services in reliable/affordable ways through the internet using different devices?
  • How do we ensure that customers have valid identities in a physical and digital world, and access to financial solutions enabling to transfer benefits?
  • What are key strategic solutions applied to address these challenges, and how do they ensure that no one is left behind?
  • How is COVID-19 influencing the challenges and responses?


  • Welcome by Marcelo Abi-Ramia Caetano, ISSA Secretary General
  • Introductive keynote speech by Morten Meyerhoff Nielsen, United Nations University
  • Case experience from LAPTRUST, Kenya
  • Case experience from Perkeso, Malaysia
  • Q&A – Discussion
  • Conclusions
Raúl Ruggia-Frick Moderated by Raúl Ruggia-Frick, Head of Centre for Excellence Knowledge, ISSA

Practical information

The webinar is open to delegates of ISSA member sorganisations and invited institutions without registration fee.