International Conference

16th ISSA International Conference on Information and Communication Technology in Social Security

4–6 May 2022 | TallinnEstonia

International Conference

16th ISSA International Conference on Information and Communication Technology in Social Security

4–6 May 2022 | TallinnEstonia

News and analysis

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:
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:
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:
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

Concept with consultant in QA management working on computer
Published:
16 May 2022
Type:

Analysis

Region:
Asia and Pacific
Topic:
Governance and administration
Technological transition
Service delivery
Guideline:
Good Governance
Service Quality
Information and Communication Technology

This article looks at the digital transformation strategies of social security institutions with the aim to provide better and more efficient services for clients and beneficiaries. It builds on good practices submitted by members of the International Social Security Association (ISSA) from the Asia and the Pacific region.

Published:
2 May 2022
Type:
News
Region:
Europe
Topic:
Pensions
E-services
Communication
Guideline:
Communication by Social Security Administrations

The essential role of social security systems in Europe has once again been demonstrated during the COVID-19 pandemic. Remaining coverage gaps, demographic changes and labour market transformations require adaptations and reform. The International Social Security Association (ISSA) has released a

Published:
2 May 2022
Type:
News
Region:
Europe
Topic:
Pensions
E-services
Communication
Guideline:
Communication by Social Security Administrations

The ISSA Good Practice Award for Europe 2022 has been awarded to the Swedish Pensions Agency for its Withdrawal Planner, an easy-to-use digital tool for retirement planning integrating both public and private pensions.

Man talking using hands-free set
Published:
12 April 2022
Type:

Analysis

Region:
Europe
Topic:
Governance and administration
Information and communication technology
Automated processing
Guideline:
Good Governance
Service Quality
Information and Communication Technology

Social security institutions in the region of Europe are fostering institutional maturity in governance and performance, and embracing information and communication technologies (ICT) to achieve service excellence in the programmes they administer.

Hand holding light bulb and business digital marketing innovation technology icons on network connection, blue background
Published:
29 March 2022
Type:

Analysis

Region:
Asia and Pacific
Topic:
Innovation capacity
Artificial intelligence
Data analytics
Data management

The application of information and communication technologies (ICT) is enabling the implementation of comprehensive and effective social security systems throughout the world. This article considers data-driven innovations in Asia and the Pacific, building on good practices of member institutions of the International Social Security Association (ISSA) in the region.

A surface level image of a young African Xhosa male in his greenhouse vegetable garden, sits on his haunches while referencing information on his tablet
Published:
3 March 2022
Type:

Analysis

Region:
Africa
Topic:
Innovation capacity
Information and communication technology
Extension of coverage

Through strategic partnerships and modern information and communications (ICT) solutions, member institutions of the International Social Security Association (ISSA) are strengthening the scope, extent, and adequacy of social security coverage.

Published:
22 February 2022
Type:
News
Region:
Asia and Pacific
Topic:
Technological transition
Extension of coverage
Guideline:
Administrative Solutions for Coverage Extension

The Social Security Administering Body for Health (BPJS Kesehatan), Indonesia, has won the ISSA Good Practice Award for Asia and the Pacific for its National Health Security Programme. This is the largest single-payer health scheme in the world, and the BPJS Kesehatan received the award during the

Portrait of lovely young Vietnamese helpdesk operator
Published:
9 February 2022
Type:

Analysis

Region:
Asia and Pacific
Topic:
Governance and administration
Information and communication technology
Contribution collection and compliance
Service quality
Error, evasion and fraud

Social security institutions are an important face of government and serve as important barometers of public opinion for a country’s political leadership. This is one compelling reason that drives administrators to strive for service excellence in the administration of social security programmes.