ISSA Webinar: Proactive human-centred service delivery

4 July 2023 | Virtual

ISSA Webinar: Proactive human-centred service delivery

4 July 2023 | Virtual

Tuesday, 4 July 2023, 10:00–11:30 (UTC/GMT+2 or CEST)

Languages: Simultaneous interpretation in English, French, Russian and Spanish (Simultaneous interpretation – Frequently asked questions)

Historically, social security institutions have focused on performing with efficiency to provide quality services as the main driving principle as they aspire for excellence in social security administration. However, this is sometimes insufficient to meet the growing demand and expectations for more proactive social security services.

In the ever-growing world of highly personalized services, responding to customers' needs requires a fully customer-centric approach, by understanding and anticipating their needs.

The evolution towards proactive service delivery is not simple, as it breaks traditional paradigms of social security services in terms of processes, infrastructure, as well as human resources. Placing members at the centre shifts the focus from a passive approach where they have to actively request services to one where institutions proactively offer support and services to members.

This webinar shares experiences from institutions that have developed proactive human-centred service delivery. It looks at how to identify and understand members’ and beneficiaries’ needs, and how to take a proactive approach to them.


Nursulu Kemel Nursulu Kemel, General Director, State Social Insurance Fund (SSIF), Kazakhstan
Vice-Chairperson, Technical Commission on Organization, Management and Innovation,
International Social Security Association (ISSA)
Mona Sõukand Mona Sõukand, Head of e-Service, Estonian National Social Insurance Board (ENSIB), Estonia

This webinar will examine the following questions:

  • How is proactive service delivery different from traditional service delivery approaches?
  • How have organizations shifted the focus towards customer-centric service delivery?
  • What are the challenges to changing the organization’s focus towards proactive service delivery?
  • What are the benefits and limitations of proactive service delivery?


  • Welcome by Marcelo Abi-Ramia Caetano, Secretary General, ISSA
  • Case experience of SSIF, Kazakhstan
  • Case experience of ENSIB, Estonia
  • Technical comments
  • Q&A – Discussion
  • Conclusions
Ernesto Brodersohn Moderated by Ernesto Brodersohn, Senior Officer in Social Security, ISSA

Practical information

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