Information and Communication Technology responses to COVID-19

Wednesday, 19 May 2021 (UTC/GMT+2 or CEST)

Opening:  10:00−10:10
Session 1: 10:10−11:30
Session 2: 14:30−16:00
Session 3: 16:30−18:00

Please adapt the timing of the sessions to your time zone. This agenda is indicating the timing in Geneva, Switzerland (UTC/GMT+2 or CEST).

Languages: Simultaneous interpretation in English, French, German and Spanish
(Simultaneous interpretation available using the Zoom App only)

The virtual symposium is organised in cooperation with the Estonian National Social Insurance Board.

In the run up to the 16th ISSA International Conference on Information and Communication Technology in Social Security, scheduled from 4−6 May 2022, the ISSA Virtual Symposium on Information and Communication Technology in Social Security will be held on Wednesday, 19 May 2021 in 3 sessions between 10:00−18:00 (UTC/GMT+2 or CEST).

Structured in three sessions, the symposium will offer the opportunity to reflect on the Information and Communication Technology (ICT) based responses to the COVID-19 crisis developed by social security institutions and, especially on the lessons learnt to improve their capacity and resilience.

1. The first session, Customer services during COVID-19, will address how the COVID-19 crisis has forced social security institutions to innovate rapidly, guaranteeing the continuity of high-quality service-delivery to fulfil their obligations without interruption. The tremendous pressure caused by the crisis left institutions no other choice than to accelerate the design of a new generation of e-services and implement, on the spot, advanced digital and mobile solutions. New features − such as personalized user-interfaces, intelligent chatbots, electronic payment, and digital identity – were implemented rapidly on a huge scale, in order to reach the required service quality goals. Such implementations had to overcome many complexities on technological and organizational aspects, as well as considering the need for digital inclusion. This session will present concrete case experiences from ISSA member organizations who will share their on-going experiences, addressing the way ahead through a high-level panel discussion, taking into account the lessons learnt from the COVID-19 crisis.
    
2. The second session, Health services during COVID-19, will look at the use of ICT in the context of healthcare and COVID-19. Health services have been critical in responding to the COVID-19 crisis, and ICT has been essential in providing medical services, particularly facilitating the treatment of affected populations. It will analyse the best practices that have emerged during the global response to the pandemics, notably based on electronic health records, improved service delivery and telemedicine. After case experience presentations, a high-level panel will discuss how ICT can strengthen the short-run medical and institutional response to COVID-19. It will explore how ICT can contribute to the long-term institutional resiliency to the health-related crisis based on the lessons learnt from COVID-19.
    
3. The third session, CEO Roundtable on lessons learnt, improving readiness and preparing for the future, will be a key highlight of the ICT Virtual Symposium, sharing strategies and views on the key role of ICT in shaping a better future of social security, improving the institutional capacity to adapt and prepare for future crises, and building more resilient organizations.
   
   The COVID-19 crisis has shown the vital role of social security institutions in times of crises, at the same time forcing them to adapt at the speed of light to implement new customer services and health care provision in a digital environment. More than ever before, ICT has proven vital for social security institutions in their urgent responses to COVID-19, accelerating digitalization in many ways. Even if the current crisis is not over, social security institutions must think ahead. How can ICT effectively leverage their institutional capacity to adapt and prepare for future crises? How ICT in social security should evolve to boost the institutional readiness? A high-level panel of CEO’s will discuss the role of ICT in shaping the future of social security.  

Practical information

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