Thursday 26 September 2024, 14:00–15:30 (UTC/GMT+2 or CEST)

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

Change management involves establishing structured approaches and processes that help organizations prepare, support and guide employees and teams through changes. Many social security organizations have been leveraging this discipline as part of a broader strategy to establish a customer-centric culture to better service individuals, especially as part of broader digital transformation strategies.

However, engaging stakeholders in the different business units and managing internal change is challenging. It requires a strategy that includes active communication with stakeholders and capacity building under strong leadership to align the organization towards a customer-centric mindset.

This webinar will provide insights into how social security organizations have implemented these approaches, configured their processes, defined staff roles, and coordinated business unit activities as part of a change management strategy. It will emphasise the importance of human resources in driving successful transitions and address challenges and key success factors of managing change in complex organizational environments. Attendees will gain practical insights into establishing robust change management approaches.

Join us for this ISSA webinar to explore experiences from social security institutions that have successfully implemented change management strategies to align their organizations with a customer-centric culture.

Speakers

	Hanna Kropsu-Vehkaperä, Customer Experience Manager, Social Insurance Institution (KELA), Finland
	Tammy Belanger, Senior Assistant Deputy Minister, Employment and Social Development Canada (ESDC), Canada

This webinar will examine the following questions:

• What are the main challenges in implementing change management approaches within social security institutions?
• What strategies can be used to effectively communicate, engage stakeholders, and manage internal resistance to organizational changes?
• How can social security organizations align change management strategies with digital transformation initiatives to foster a customer-centric culture?
• What roles do different departments play in driving successful transitions within social security organizations?

Agenda

• Welcome by Marcelo Abi-Ramia Caetano, ISSA Secretary General
• Case experience of KELA, Finland
• Case experience of ESDC, Canada
• Q&A – Discussion
• Conclusions

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.