• Introduction
• Objectives of the ISSA Guidelines on Information and Communication Technology
• ICT Standards and Frameworks
• Structure of the ISSA Guidelines on Information and Communication Technology
• A. Governance and Management
• A.1. ICT Governance
• Guideline 1. Application of the ICT governance framework
• Guideline 2. ICT governance processes
• A.2. ICT Management
• Guideline 3. ICT strategy and innovation prospective
• Guideline 4. ICT management processes
• Guideline 5. Operationalizing social security functions through ICT
• Guideline 6. Implementing e-services
• A.3. ICT Service Delivery
• Guideline 7. Strategy and processes to manage a portfolio of ICT services
• Guideline 8. Demand management process
• Guideline 9. ICT service catalogue management
• Guideline 10. Service level management
• Guideline 11. Capacity management
• Guideline 12. ICT service continuity management
• Guideline 13. Information security management
• Guideline 14. Application development management
• Guideline 15. Change management
• Guideline 16. ICT operations management
• Guideline 17. Service desk and request fulfilment
• Guideline 18. Managing events, problems and incidents
• A.4. ICT Investment and Value Management
• Guideline 19. Defining concept of value and approaches to optimize its realization
• Guideline 20. Managing ICT investments through a portfolio-oriented approach
• Guideline 21. Monitoring and evaluation of ICT-enabled investments
• A.5. Data and Information Management
• Guideline 22. Developing a data governance framework
• Guideline 23. Developing a master data model and system
• Guideline 24. Data development and operations
• Guideline 25. Data quality management
• Guideline 26. Mechanisms for information retrieval and analysis
• Guideline 27. Information retrieval and analysis for actuarial work
• B. Key Technologies
• B.1. Interoperability
• Guideline 28. Institutional interoperability framework
• Guideline 29. Workplan for the implementation of interoperability-based social security programmes
• Guideline 30. Institutional interoperability application model
• Guideline 31. E-government services
• Guideline 32. Institutional semantic interoperability
• Guideline 33. Interoperable shared data services
• Guideline 34. Data exchange
• Guideline 35. Institutional technical standards on interoperability
• B.2. Data Security and Privacy
• Guideline 36. Management framework for information security
• Guideline 37. Data privacy policies and regulations
• Guideline 38. Security measures for data privacy
• Guideline 39. Comprehensive access control system
• Guideline 40. Security in database systems
• Guideline 41. Security in networks and communication systems
• Guideline 42. Public-key infrastructure
• Guideline 43. Digital identities management
• Guideline 44. Security in application development
• Guideline 45. Security in ICT operations
• Guideline 46. Cybersecurity measures
• B.3. Mobile Technologies
• Guideline 47. Institutional framework for the application of mobile technologies
• Guideline 48. Variety of mobile services to be provided
• Guideline 49. Mobile device-based user identification
• Guideline 50. The mobile device as a gateway for payments and contributions
• Guideline 51. Using advanced hardware components included in mobile devices
• Guideline 52. Securing mobile applications
• B.4. Data Analytics
• Guideline 53. Institutional framework for applying data analytics
• Guideline 54. Descriptive analytics – Understanding the past
• Guideline 55. Diagnostic analytics – Explain the cause of it all
• Guideline 56. Predictive analytics – What is likely to happen
• Guideline 57. Prescriptive analytics – What action to take
• Guideline 58. Analytics of big data
• Guideline 59. Machine learning on big data – Supporting decision making
• C. Social Security Components
• C.1. Master Data Governance and Master Data Management
• C.1.1. Master Data Governance and Master Data Management
• Guideline 60. Master Data Management and Master Data Governance Programmes
• Guideline 61. Strategies, policies and roles
• Guideline 62. Optimization of master data value
• C.1.2. Master Data Quality Management
• Guideline 63. Implement Master Data Quality Management
• Guideline 64. Preventive measures to foster the quality of master data
• Guideline 65. Improvement of master data quality
• Guideline 66. Master data lifecycle management
• C.1.3. Master Data Architecture, Design and Implementation
• Guideline 67. Architectures for master data systems
• Guideline 68. Implementation of master data systems
• Guideline 69. Master data system interoperability
• Guideline 70. Security and privacy of master data
• C.2. ICT-based Implementation of International Social Security Agreements
• C.2.1. Governance and Management
• Guideline 71. Governance and management of the ICT-based implementation of international agreements
• Guideline 72. Strategy and action plan
• Guideline 73. Administrative principles for the main operations and resources of the agreement
• C.2.2. Architectures
• Guideline 74. International architecture
• Guideline 75. National architecture
• Guideline 76. Institutional architecture
• C.2.3. Interoperability for International Agreements
• Guideline 77. Interoperability framework for international agreements
• Guideline 78. Semantic interoperability
• Guideline 79. Interoperable services
• C.2.4. Security and Authentication for International Agreements
• Guideline 80. Authentication framework
• Guideline 81. Model for implementing authentication of transactions in the institutions
• Guideline 82. Security policies and measures for transactions and digital certificates
• Guideline 83. Enforcing data protection in transactions and in digital certificates
• C.2.5. Operational Processes and Information Models
• Guideline 84. Operational processes related to the scope of the agreement
• Guideline 85. Processes related to notifications of changes and concerning other relevant information
• Guideline 86. Information models of the data exchanged
• C.2.6. ICT Operations of the International Agreements
• Guideline 87. Service levels for the agreement
• Guideline 88. Setting up and managing the ICT operations for international social security agreements
• C.3. eHealth – ICT Application in Healthcare
• Guideline 89. Framework on eHealth: ICT policy, strategy, and regulations for healthcare
• Guideline 90. ICT-based implementation of healthcare services in management and support functions
• Guideline 91. Electronic health record system
• Guideline 92. eHealth interoperability at institutional, national and international levels
• Guideline 93. The application of mHealth
• Guideline 94. Provision of telehealth – The practice of medicine at a distance
• Guideline 95. The use of social media to communicate on health related matters
• Guideline 96. Potential uses of emerging technology, big data and new data sources
• Guideline 97. Specific data protection and privacy considerations
• Guideline 98. Permanent evaluation of ICT health applications and services
• C.4. Implementation of Social Security Business Processes
• Guideline 99. Institutional business process model for social security processes covering different schemes
• Guideline 100. Registration as a common process to all schemes
• Guideline 101. Contribution collection as a common process to all schemes
• Guideline 102. Receiving benefit applications through a common process
• Guideline 103. Control and adjudication of long-term benefits
• Guideline 104. Control and adjudication of hybrid benefits
• Guideline 105. Control and adjudication of short-term benefits
• Guideline 106. Payment as a common process to all the schemes
• Guideline 107. Appeals and complaints management as a common process to all schemes with specialized approaches for different types of users
• Guideline 108. Permanent evaluation through a connection between business processes and key performance indicators
• Acknowledgements