Communication plays an essential role in social security institutions so that members and beneficiaries have access to the information necessary to exercise their rights and fulfil their obligations through the services provided, as well as developing a social security culture. This article presents experiences of multi-channel communication strategies implemented by social security institutions in the Americas, which strengthened existing communication channels and developed new digital channels.

There is no single strategy towards digital transformation in social security institutions. This article shows how, through different approaches, institutions in the Americas have been able to move from an initial digitization of processes and services to a broader and more agile strategy of digital transformation, breaking paradigms and operating models.

As social security institutions expand digital services, they are gearing up towards customer-centric design and agile methodologies for people-oriented service delivery. This articles introduces recent practices, highlights the importance of design-thinking and agile approaches and points to barriers and facilitating factors.

Artificial Intelligence (AI) is making rapid inroads into the public sector as agencies pursue greater efficiency, greater quality and more personalized services for their customers. Social security institutions are no exception. While the applications of AI are varied – each with its own far-reaching implications – “conversational AI” or “chatbots” have been leading the way in terms of AI adoption by government agencies.

Digital technologies are fundamentally transforming how public services are designed and delivered. This article zooms in on the implementation of digital inclusion strategies among European ISSA member institutions.

While social security administrations have gradually pursued digital strategies over the past decades, the COVID-19 crisis accelerated their digital transformation journey. The resilience and scalability of digital systems in responding to unprecedented needs despite operational constraints has dramatically moved the needle on organizations going “digital by default”. This article builds on the experiences of social security institutions in Europe.

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.

Fraud has become a major threat for health care systems globally. While social security institutions constantly aim for the optimization of processes with the help of advanced analytics and artificial intelligence (AI) to detect and monitor fraud more effectively and efficiently, adopting such emerging technologies poses important challenges.

Contribution collection and compliance plays a fundamental role in social security as it helps to ensure the sustainability of social security systems and promotes a higher level of coverage among workers. As the ISSA Guidelines on Contribution Collection and Compliance (ISSA, 2019) put it, “The timely and full payment of contributions by and on behalf of insured persons is necessary if they are to achieve the benefits to which they are legally entitled”.

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.