ISSA Webinar: Digital inclusion – The skills challenge and good practice solutions

14. April 2021 | Virtual

ISSA Webinar: Digital inclusion – The skills challenge and good practice solutions

14. April 2021 | Virtual

Wednesday, 14 April 2021, 14:00−15:30 (UTC/GMT +2 or CEST)

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, fulfil their legal obligations in a timely manner, and obtain e-services and benefits in rapidly evolving societies.

Yet such benefits come with new challenges, raising concerns around the skills required to access the rapidly evolving and increasing number of digital social security services. Addressing this requires strategies to ensure that digital transformation works for all, by supporting our organizations and colleagues to adapt the way we work and provide services.

This webinar will address the skills and capacities needed to increase the use of digital services and foster digital inclusion. It will outline the global state of play of existing skills challenges and present innovative solutions.

here 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.

Join us for this ISSA Webinar on digital inclusion, the third 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, Adviser, Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV), United Nations University
Päivi Nyberg Päivi Nyberg, Specialist, Customer Relations Development Unit, Social Security Institution (KELA), Finland
Mohammed Réda Benamar Mohammed Réda Benamar, Director of Studies, Communication and Development, National Social Security Fund (CNSS), Morocco

This webinar will examine the following questions:

  • How do we ensure that customers have the skills to use the digital services they are offered/have access to?
  • How to promote customers’understanding of the online transactions and the implication on their rights and responsibilities?
  • How to ensure that social security institutions have the internal skills and appropriate knowledge to design, elaborate and update e-services and IT systems timely?
  • How can organisations adopt and adapt to new ways of working, internally and externally/with customers?
  • 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 KELA, Finland
  • Case experience from CNSS, Morocco
  • 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 organizations and invited institutions without registration fee.