The unprecedented surge in the need for social security during the COVID-19 crisis overwhelmed institutions’ service delivery channels, both physical and online. This article deals with the importance of Business Continuity Management in light of the pandemic, building on good practices of social security institutions in Asia and the Pacific.

This article looks at the digital transformation strategies of social security institutions with the aim to provide better and more efficient services for clients and beneficiaries. It builds on good practices submitted by members of the International Social Security Association (ISSA) from the Asia and the Pacific region.