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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Treatment benefit reform and transformation to digital delivery: Extension of benefits to additional customers and extension in the range of benefits available

Treatment benefit reform and transformation to digital delivery: Extension of benefits to additional customers and extension in the range of benefits available

Department of Employment Affairs and Social Protection | Ireland
Treatment benefit reform and transformation to digital delivery: Extension of benefits to additional customers and extension in the range of benefits available

The Treatment Benefits scheme operated by the Department of Employment Affairs and Social Protection (“The Department”) provides dental, optical and audiology services and medical appliances to qualified people. In late 2017, following suspension for a number of years, the Irish government restored these Treatment Benefits to all eligible citizens and extended them to self-employed contributors for the first time. This provided a real challenge: how to deliver the required change in a tight timeframe – with limited resources, anticipated high claim volumes, and the need to move from an old legacy IT system.

The project fundamentally redeveloped the scheme administration and improved service delivery to customers and stakeholders (dentists/opticians/audiologists). The service offering is radically changed, with digital delivery as the main delivery channel providing dentists/opticians/audiologists with a self-service portal (seven day availability) to check eligibility, submit claims and receive payments.

Developing a new system within six months, capable of scaling to meet claim load increases – from 490,000 claims in 2016 to in excess of 1.2 million claims in 2018, with 96 per cent delivery online – was a major achievement.

Implementation year2018
Topics: Service quality, Communication, Information and communication technology, Extension of coverage
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