ISSA Virtual Symposium on Information and Communication Technology in Social Security

19 May 2021 | Virtual

ISSA Virtual Symposium on Information and Communication Technology in Social Security

19 May 2021 | Virtual

News and analysis

Caucasian mature woman showing her ID.
Published:
2 October 2024
Type:

Analysis

Topic:
Biometrics
Migration
Error, evasion and fraud

Migrants have the right to collect their pensions in their country of residence, guaranteeing the continuity of benefits acquired after years of contributions. However, for these pensions to be properly paid, it is essential that social security institutions periodically verify that the beneficiary is still alive.

Finger touching loading file button on a touch screen
Published:
6 August 2024
Type:

Analysis

Region:
Europe
Topic:
Digital inclusion
E-services
Technological transition
Service quality
Customer-centric
Guideline:
Service Quality

Quality-centred service delivery leveraged by digitalization now prioritises personalized, responsive services that empower individuals. This analysis article demonstrates how institutions in Europe have implemented digital service approaches aligned with the ISSA Guidelines on Service Quality to focus on providing quality and inclusive services that are user-centred and provide value to members.

Published:
18 June 2024
Type:
News
Topic:
Artificial intelligence

A new report examines the growing use of Artificial Intelligence (AI) in social security, and the factors that can help social security institutions harness AI. The report is the result of close collaboration between the International Social Security Association (ISSA) and the United Nations

Abstract shot of contact icons connecting in a digital space, networking in cyberspace
Published:
28 May 2024
Type:

Analysis

Region:
Europe
Topic:
Coordination
Data sharing
Service delivery
Guideline:
Information and Communication Technology

Institutions support people in life transitions by “connecting the dots” of various social security and social services through systematic data exchange. The implementation of new mechanisms of data coordination has already proven instrumental for improving social security services and benefits, better reaching the population in need and, most importantly, facilitating tailored support to people during key moments of their life. 

Published:
29 April 2024
Type:
News
Region:
Portuguese-speaking Countries
Topic:
Data sharing
Bilateral agreements

The International Social Security Association (ISSA) has recently signed a cooperation agreement with the Community of Portuguese Language Countries (CPLP), organized a meeting of the Focal Point for Portuguese-speaking Countries and participated in a CPLP ministerial meeting in Portugal.

Published:
24 April 2024
Type:
Opinion
Region:
Europe
Topic:
Innovation capacity
E-services

Interview with Alexander Burz, Deputy Director General, Federation of Social Insurances (Dachverband der Österreichischen Sozialversicherungsträger) of Austria, after winning the ISSA Special Distinction for Innovation for Europe.

Published:
16 April 2024
Type:
News
Region:
Europe
Topic:
Innovation capacity
E-services
Guideline:
Error, Evasion and Fraud in Social Security Systems
Service Quality
Information and Communication Technology

The first ever ISSA Special Distinction for Innovation for Europe has been awarded to the Federation of Social Insurances (Dachverband der Österreichischen Sozialversicherungsträger) in Austria for going totally digital with e-prescriptions.

Published:
15 March 2024
Type:
News
Topic:
Information and communication technology
Data management
Technological transition
Guideline:
Information and Communication Technology

Social security institutions from around the world gathered in Bali, Indonesia for the 17th International Conference on Information and Communication Technology in Social Security (ICT 2024). The presentations and discussions confirmed the key role of data for innovation and development in social

Published:
23 November 2023
Type:
News
Region:
North Africa
Arab Countries
Topic:
Technological transition
Extension of coverage
Social policies & programmes

The Liaison Office for North Africa and the Liaison Office for Arab Countries came together to organize a technical seminar on social security reforms, which resulted in rich discussions and exchanges of experiences between member institutions covered by these offices.

Published:
26 October 2023
Type:
News
Region:
West Africa
Topic:
Technological transition
Extension of coverage

The International Social Security Association’s (ISSA) Liaison Office for West Africa has been transferred to Ghana. The opening ceremony was accompanied by a technical seminar on digitalization to extend social security coverage.

Omnichannel marketing concept
Published:
12 October 2023
Type:

Analysis

Region:
Americas
Topic:
Technological transition
Communication
Multi-channel
Continuity and resilience
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Communication by Social Security Administrations

Communication plays an essential role in social security institutions so that members and beneficiaries have access to the information necessary to exercise their rights and fulfil their obligations through the services provided, as well as developing a social security culture. This article presents experiences of multi-channel communication strategies implemented by social security institutions in the Americas, which strengthened existing communication channels and developed new digital channels.

Published:
27 September 2023
Type:
News
Topic:
Innovation capacity
Technological transition
Extension of coverage
ISSA institution

The International Social Security Association (ISSA) has celebrated the opening of its Liaison Office for East Africa in Kampala, Uganda. A technical seminar on digitization and innovation to extend coverage was organized at the same time.

Published:
5 September 2023
Type:
News
Region:
Americas
Topic:
Health
E-services
Extension of coverage
COVID-19
Guideline:
Administrative Solutions for Coverage Extension
Continuity and Resilience of Social Security Services and Systems

The first ever Special Distinction for Innovation in the Good Practice Award for the Americas competition was awarded to the Salvadoran Social Security Institute (Instituto Salvadoreño del Seguro Social – ISSS) for the good practice “Dr ISSS online: A new telemedicine care model”.

Published:
5 September 2023
Type:
News
Region:
Americas
Topic:
Business process
Technological transition
Extension of coverage
COVID-19
Guideline:
Good Governance
Service Quality
Information and Communication Technology

DATAPREV – Social Security Information and Technology Enterprise from Brazil has been awarded the Good Practice Award for the Americas 2023 for its “Emergency Aid” during the COVID-19 pandemic, which reached 118 million people. 

Published:
4 September 2023
Type:
News
Region:
Americas
Topic:
Health
Innovation capacity
Human resource management
ICT governance
Service quality
Demographic change
Continuity and resilience

In connection with the Regional Social Security Forum for the Americas, the International Social Security Association (ISSA) has published a report on how social security is developing in the region. Digitalization, resilience and a life-course approach to social security are some key elements.

Resilience business for sustainable and inclusive growth concept
Published:
10 August 2023
Type:

Analysis

Region:
Americas
Topic:
Health insurance
E-services
Technological transition
Service quality
Continuity and resilience
COVID-19
Guideline:
Continuity and Resilience of Social Security Services and Systems

Institutional resilience and the need to maintain operational continuity are concepts widely recognised in social security as the main indispensable characteristics for providing services to the population in the event of natural disasters or unforeseen catastrophic events. This has manifested itself over the years in efforts to strengthen processes, infrastructure and the resources that institutions have available to cope with different crises.

Digital transformation concept. Binary code. AI (Artificial Intelligence).
Published:
27 July 2023
Type:

Analysis

Region:
Americas
Topic:
Innovation capacity
Human resource management
Business process
Technological transition
Service quality
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Human Resource Management in Social Security Administration

There is no single strategy towards digital transformation in social security institutions. This article shows how, through different approaches, institutions in the Americas have been able to move from an initial digitization of processes and services to a broader and more agile strategy of digital transformation, breaking paradigms and operating models.

To overcome obstacles and to achieve the target goal in business or education stock photo
Published:
20 July 2023
Type:

Analysis

Region:
European Network
Topic:
Family benefits
Business process
Digital inclusion
E-services
Technological transition
Awareness and information
Service quality
Inequalities

Europe as a region is characterized as having achieved comprehensive social security coverage, yet still faces challenges in ensuring access to social security and preventing the non-take-up of benefits. This article presents a synthesis of discussions held during a technical seminar organized with the ISSA European Network (IEN).

Social media networking. Abstract concept with wooden pieces on blue background.
Published:
4 July 2023
Type:

Analysis

Region:
Americas
Topic:
Occupational accidents and diseases
Coordination
ICT governance
Difficult-to-cover groups
Multi-channel
Service delivery
Bilateral agreements
Cash transfers

Social security systems are increasingly interconnected – across different agencies within the sector, with organizations in other sectors and with systems in other countries. Furthermore, in complex environments, even within the same institution, different organizational units are becoming progressively specialized, autonomous, or geographically focused. As a result, the strategic and operational activities in which social security institutions are engaged often require the involvement and coordination of multiple actors working at different levels to achieve effective results.

Published:
17 May 2023
Type:
News
Topic:
Innovation capacity
Technological transition
Service quality
ISSA institution
Guideline:
Service Quality

The National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salaries – CNAS) of Algeria has won the first ever ISSA Special Distinction for Innovation, as part of the Good Practice Award for Africa competition.

Customer centricity concept. The hand is holding the figurine. Other hands point to her.
Published:
13 January 2023
Type:

Analysis

Topic:
E-services
Technological transition
Customer-centric
Guideline:
Information and Communication Technology
Continuity and Resilience of Social Security Services and Systems

As social security institutions expand digital services, they are gearing up towards customer-centric design and agile methodologies for people-oriented service delivery. This articles introduces recent practices, highlights the importance of design-thinking and agile approaches and points to barriers and facilitating factors.

Chat bot concept. Automated technology for answering consumer questions in services. Hologram with a robot.
Published:
7 December 2022
Type:

Analysis

Topic:
Artificial intelligence
E-services
Chatbots
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Communication by Social Security Administrations

Artificial Intelligence (AI) is making rapid inroads into the public sector as agencies pursue greater efficiency, greater quality and more personalized services for their customers. Social security institutions are no exception. While the applications of AI are varied – each with its own far-reaching implications – “conversational AI” or “chatbots” have been leading the way in terms of AI adoption by government agencies.

Published:
28 November 2022
Type:

Analysis

Region:
Europe
Topic:
Family benefits
Prevention of occupational risks
Digital inclusion
E-services
Technological transition
Guideline:
Good Governance
Service Quality
Information and Communication Technology
Communication by Social Security Administrations
Administrative Solutions for Coverage Extension

Digital technologies are fundamentally transforming how public services are designed and delivered. This article zooms in on the implementation of digital inclusion strategies among European ISSA member institutions.

istock
Published:
16 November 2022
Type:

Analysis

Region:
Europe
Topic:
Human resource management
Technological transition
COVID-19
Guideline:
Good Governance
Information and Communication Technology
Human Resource Management in Social Security Administration

While social security administrations have gradually pursued digital strategies over the past decades, the COVID-19 crisis accelerated their digital transformation journey. The resilience and scalability of digital systems in responding to unprecedented needs despite operational constraints has dramatically moved the needle on organizations going “digital by default”. This article builds on the experiences of social security institutions in Europe.

Published:
28 July 2022
Type:
News
Topic:
Risk management
ICT governance
Data management
Continuity and resilience

As social security systems and their delivery are increasingly dependent on information and communication technology (ICT), digital operational resilience is fundamental to any social security organization.

Published:
15 July 2022
Type:
News
Topic:
Digital inclusion
Technological transition
Service delivery
Inequalities

As digital services become increasingly important in social security delivery, the aspect of digital inclusion is fundamental for equitable access to services. Together with the United Nations University Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV), the International Social

Published:
4 July 2022
Type:

Analysis

Topic:
Health
Information and communication technology
Error, evasion and fraud
Guideline:
Error, Evasion and Fraud in Social Security Systems
Information and Communication Technology

Fraud has become a major threat for health care systems globally. While social security institutions constantly aim for the optimization of processes with the help of advanced analytics and artificial intelligence (AI) to detect and monitor fraud more effectively and efficiently, adopting such emerging technologies poses important challenges.

Abstract background with glowing light blue connection dots over dark blue
Published:
26 May 2022
Type:

Analysis

Region:
Asia and Pacific
Topic:
Coordination
Interoperability
Data management
Contribution collection and compliance
Automated processing
One-stop shops
Guideline:
Service Quality
Contribution Collection and Compliance

In recent years, coordinating service delivery has emerged as an important strategic priority for social security institutions and members of the International Social Security Association (ISSA) have made impressive gains in service quality enabled through information and communication technologies (ICTs). This article builds on good practices of ISSA members from Asia and the Pacific.

Published:
24 May 2022
Type:
News
Topic:
Information and communication technology

From 4 to 6 May 2022, CEOs and ICT experts gathered in Tallinn, Estonia to study and discuss how digitalization can shape an adaptable and people-centric social security. The COVID-19 pandemic has accelerated the digital transformation, and this was a welcome opportunity to finally be able to meet