Good Practices in Social Security Good Practices in Social Security

The identification and sharing of good practices helps social security organizations and institutions to improve their operational and administrative efficiency.

In the context of the ISSA, a good practice is defined as any type of experience (e.g. an action, a measure, a process, a programme, a project, or a technology) implemented within a social security organization that fosters the improvement of its administrative and operational capacities, and/or the efficient and effective delivery of programmes. The good practices selected by the ISSA focus on topics related to the priorities as defined in the programme and budget of the Association. The good practices are from member institutions of the ISSA and are primarily collected through the work of the  ISSA Technical Commissions and the ISSA Good Practice Awards.

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ZUS E-services Platform – a modern and comfortable channel of communication

ZUS E-services Platform – a modern and comfortable channel of communication

Social Insurance Institution | Poland
ZUS E-services Platform – a modern and comfortable channel of communication

Electronic Services Platform (PUE) is a set of advanced services for all ZUS' customers who contact ZUS through electronic means, by phone or directly, visiting a ZUS unit.


The web portal pue.zus.pl is its heart. It gives 24/24 h access to information available on a ZUS account and allows someone to deal - via Internet - with many social security issues without leaving home.


The Platform also offers the services of a nationwide call centre Centrum Obslugi Telefonicznej (COT). It is possible to contact the call centre by phone, e-mail, chat or on Skype. COT consultants provide general and personalized information.


In addition, 159 self-service interactive kiosks were set up, offering customers the possibility to send documents/correspondence, to give access to PUE and free connection with the COT.


All reception areas in ZUS' units have been equipped with the electronic Customer Traffic Management System, helping to streamline customer traffic.


The PUE project was co-financed by the EU with the European Regional Development Fund (ERDF) within Priority Axis 7 - Information Society - development of electronic administration and the Innovative Economy Operational Programme 2007-2013.

Implementation year2012
Topics: Service quality, Information and communication technology
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