National Insurance Board

Digital transformation: Paperless requests and claims submission via web portal - A case of the National Insurance Scheme

Implementation year

As a direct response to the COVID-19 pandemic, the National Insurance Scheme (NIS) of the National Insurance Board (NIB) from Grenada has established a web portal which enables its valued customers to apply for every benefit type and file requests with its offices via purely electronic means. This is an alternative to the status quo which previously allowed solely for the physical completion and submission of forms. The introduction of the web portal has led to a reduction in paper submissions and walk-in customers by over 85 per cent and 65 per cent respectively. The goal is to get to the stage where 100 per cent of all benefit claims are submitted through the portal.

With a total of 50,416 customers who actively contribute towards social security, the NIS sought innovation through information technology and was able to create an eco-friendly and paperless process for benefit claims submission. This process significantly reduces the time taken for settlement of all benefits whilst reducing the number of walk-in customers in the organization.

The COVID-19 pandemic has tested the resolve of the NIS Grenada and its ability to adapt to national and global challenges. The successful development of the web portal has positively impacted customers and is a “game-changer” relative to conducting operations in a new environment.

Information and communication technology
Service quality
Platform workers