Ecuadorian Social Security Institute

Creating a virtual process for updating the contact information of Ecuadorian insured members living abroad

Implementation year

The Ecuadorian Social Security Institute (Instituto Ecuatoriano de Seguridad Social – IESS) has a total of 18,418 active Ecuadorian members living abroad, as of 31 December 2022. In order to enquire about or apply for benefits, they must log in to the IESS ICT system, using a username and password. If they don’t have access to the account password, members can request a password reset and a security code will be sent to the email address registered in the IESS system. A large percentage of members living abroad have forgotten their registered email address. Updating their contact details, including changing the telephone number, mobile phone number and email address, must be done in person, for security reasons.

In October 2022, the IESS made it possible for members who are abroad to update these contact details virtually, meaning they no longer have to do so in person. As of 28 February 2023, 249 requests had been processed. Considering that there are more than one million Ecuadorians living abroad, this type of initiative helps to increase numbers of affiliated members and better protect them.

Service quality