“CCSS 2041: Looking to the Future” (CCSS 2041: “Una Mirada al Futuro”) is a prospective document put together by the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) to support decision-making and act as a reference for strategic, tactical and operational planning. The document explores potential future scenarios in order to anticipate, adapt to and influence changes in the environment and the needs of the population.

Risk management is the process of identifying, analysing, accepting, mitigating or transferring uncertainty in investment decisions. Fund managers apply risk management by analysing and attempting to quantify the potential loss of an investment and then acting accordingly.

The creation of artificial skin is an innovative technological development that has the potential to revolutionize the education and learning process. It is a tool with a new and exciting approach that makes it possible to create realistic and authentic products that imitate the feel of human skin. This is particularly important in health education where students need to have a deep understanding of the functioning of the human body.

The National Registry of Social Security Organizations (Registro Nacional de Obras Sociales – RNOS) and the National Registry of Health Insurance Funds (Registro Nacional de Entidades de Medicina Prepaga – RNEMP) of Argentina’s Superintendency of Health Services (Superintendencia de Servicios de Salud – SSSalud) are responsible for receiving, analysing and ensuring compliance with all regulatory requirements in force for the registration, modification and update of social security organizations and health insurance funds in Argentina, and for keeping their documen

The Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) provides social security to more than 21 million workers linked to more than 1 million registered employers. These employers must register their workers with the IMSS and pay social security contributions. The collection of such contributions accounts for 93 per cent of IMSS revenue, i.e. its operating funds.

People with disabilities are one of society’s most excluded groups and usually have the most difficulties in accessing health, education, employment, and social security. Current policies are either not inclusive, or are still in the initial stages, and thus do not protect the rights of this group. We need rules and regulations that support us in taking action to better protect their rights. Even more importantly, we need to properly understand their needs in order to provide quality care.

With a view to promoting safe and healthy working environments and ensuring that Occupational Risk Insurance Companies (Aseguradoras de Riesgos del Trabajo – ART) and Self-insured Employers (Empleadores Autoasegurados – EA) provide medical care and financial benefits in the event of occupational accidents or diseases, Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) handles a large volume of information and documents that need to be processed and analysed on a continuous basis.

Safe and healthy work environments (Entornos laborales seguros y saludables – ELSSA) is a free, voluntary and non-punitive programme from the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) that aims to foster three-way coordination and participation between companies, workers and the IMSS. It looks to implement strategies and actions to improve the health, safety and wellbeing of workers in workplaces, while at the same time promoting productivity and quality.

In 2022, the Beneficiary Services Unit (Unidad de Atención a la Derechohabiencia – UAD) of the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) put together a cross-cutting strategy with specific lines of action to improve and prioritize user request management, in order to prevent complaints.

In addition, we looked to use information gathered through the strategy to improve care quality in IMSS medical and administrative units and make strategic visits to the units with the highest number of complaints nationwide.

The digital economy presents major challenges in terms of regulating work carried out through digital platforms. Precarious employment and the lack of social security contributions are very common in these new activity sectors.

The medical record system is a solution that has allowed the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) to move from having isolated information models at the three levels of care to having an integrated automated model. This makes it easier for doctors to access a patient’s medical record during a consultation, regardless of the practice, medical unit, care level or city in which the patient received previous medical care.

This work aims to present the National Social Security Institute (Instituto Nacional do Seguro Social − INSS) of Brazil Mentoring Programme, instituted on 20 April 2021, through the Ordinance INSS/PRES No. 1295/2021.

The programme was designed and instituted to manage knowledge at the INSS, value public servants who reach the institution’s goals and support public servants who do not reach their goals.

Uruguay’s Social Insurance Bank (Banco de Previsión Social – BPS) manages the National System of Labour Certification, (Sistema Nacional de Certificación Laboral – SNCL), which centralizes the register of medical leave certificates for active workers for social security purposes.

To qualify its employees, the National Social Security Institute (Instituto Nacional do Seguro Social – INSS) of Brazil has opened an internal selection for 125 vacancies in master’s courses and 180 vacancies in MBA’s courses at the Getulio Vargas Foundation (Fundação Getulio Vargas – FGV).

The National Social Security Institute (Instituto Nacional do Seguro Social − INSS) of Brazil, is annually responsible for millions of analyses of requirements related to social security benefits, assistance and services requested by the Brazilian population. While some of these requirements are automated, human analysis is essential for more complex requirements or when not all information is available in the institutional systems.

New theories have emerged for the addressing and managing of risks, which help to categorize them based on the type of organization in question. In addition, standards and methodological tools have been established to determine control and monitoring actions that measure and proactively address the impact of these potential risks. All of this has led the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) to take comprehensive steps to address the risks to which it is exposed.

The project looked to implement an ICT system to allow information to be shared electronically between the social security body of Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES), the Retirement and Pension Fund of the Entre Ríos Province (Caja de Jubilaciones y Pensiones de la Provincia de Entre Ríos), and employers via the Digital Service Demonstration Worksheet (Planilla Demostrativa de Servicios – PDSD), as and when requested by the staff of the Retirement and Pension Fund.

The Santa Fe Municipal Fund (Caja Municipal de la ciudad de Santa Fe) of Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES) is a social security body created in 1904 by Ordinance 554. It was the first of its kind in the country and is an autarchic entity staffed by civil servants and employees of the Municipality of Santa Fe.

The law passed in February 2022 defined how to proceed in the event of a major mutual fund closing for reasons of non-viability, establishing incorporation criteria for members and employees within a new structure. In accordance with the legislative criteria, the Catholic Workers’ Circle of the Uruguay Mutual Fund (Círculo Católico de Obreros del Uruguay Mutualista) was one of the institutions included in this process.

The Brazilian social security works as a system that guarantees income for workers and their families in case of illness, accident, imprisonment, pregnancy, death, or advanced age. In turn, it is composed by three programmes: the General Programme (RGPS)[1], the Specific Programme (RPPS)[2], and the Complementary Pension Programme (RPC)[3]. The latter is individual while the first two are public.

The launch of the Institutional Corporate University (Universidad Corporativa Institucional – UCID) forms part of the learning transformation strategy of Costa Rica’s Pension and Retirement Board of the National Teachers’ Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA). The UCID was established to develop workers’ knowledge and skills, strengthening both their technical and their soft skills, forming a network of internal facilitators, and innovating in teaching and learning methods.

Since its first appearance in October 2021, Brazilians have managed to get faster responses from the government’s social security institute. A new automation tool has been responsible for more than 2.5 million of automatic actions at Brazil’s National Social Security Institute (Instituto Nacional do Seguro Social − INSS).

The Brazilian General Social Security Programme is responsible for the payment of approximately 38 million benefits monthly, reaching the amount of 11.4 billion US dollars (USD) – 58 billion Brazilian real (BRL) – paid monthly. The operation is controlled by the Brazilian National Social Security Institute (Instituto Nacional do Seguro Social – INSS), and the management of systems is carried out by DATAPREV - Social Security Information and Technology Enterprise (DATAPREV - Empresa de Tecnologia e Informações da Previdência Social).

Well-being is at the heart of Colombia’s COMPENSAR - Family Allowances Fund (COMPENSAR - Caja de Compensación Familiar). This has been a process of evolution, complemented by Amartya Sen’s theory that “you can understand a person’s well-being by analysing the quality of their life, which can be considered as a set of interrelated “functionings”, consisting of states and actions”.

The issue of population growth and social security planning is one of the biggest challenges facing governments today, and is a key part of a good social security system that instils confidence in its members.

The Retirement and Pension Fund for Employees of Banks and Related Institutions (Caja de Jubilaciones y Pensiones de Empleados de Bancos y Afines) (Bank Fund, hereinafter) is in constant communication with its members. It therefore continuously updates its databases, in order to have a better understanding of members’ current realities, experiences and needs.

Digital transformation is happening in institutions through the integration of new technologies. This vision represents an institutional and social change, optimizing available resources, reducing costs, shortening processes and procedures, and raising awareness of the importance and benefits of this transformation.

As part of the actions carried out at the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) to promote equality and gender perspectives and prevent discrimination and violence, the “equal in rights, we unite for equality” (Iguales en derechos, nos unimos por la igualdad) strategy was developed jointly with the National Union of Social Security Workers (Sindicato Nacional de Trabajadores del Seguro Social – SNTSS).

INSSJUD is a system that sends automated communications between the assessment units of Brazil’s National Social Security Institute (Instituto Nacional do Seguro Social – INSS) and the federal and state courts. It enables rulings on social security entitlements to be executed with no manual input from an INSS official, using only the data submitted to PREVJUD, the social security information and automation service (Serviço de Informação e Automação Previdenciário), through which the judiciary sends information to the INSS.

The Cordoba Retirement and Pension Fund (Caja de Jubilaciones, Pensiones y Retiros de Córdoba – CJPRC), run by Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES), underwent a management process that enabled its transformation from an institution with certain digitalized processes to a fully-fledged digital organization. This document sets out the good practices that facilitated this transformation.

The Superintendency of Health Services (Superintendencia de Servicios de Salud – SSSalud) has designed a tool to try and reduce late payments and arrears in Argentina and better manage the difficulties faced by health-care establishments in obtaining payment for services delivered.

Panama’s Social Insurance Fund (Caja de Seguro Social – CSS) has put in place operational models that use and develop new technologies to offer high-quality care to members. This is part of its vision to be a leading guarantor of social security in Panama and to ensure efficient, agile and timely management, for the benefit of Panamanian people.

This good practice was first introduced in July 2020 and rapidly became a key management tool, especially against the background of growing needs as a result of the pandemic.

The quality of health services is an urgent necessity in order to deal with the COVID-19 pandemic. Although it is estimated that up to 80 per cent of the people who become infected only exhibit mild symptoms, the primary challenge facing health systems is in dealing with moderate or severe manifestations that require hospital care.

In response to the COVID-19 pandemic and the requirements of the services responsible for providing care during said pandemic, the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) implemented a data governance strategy designed to provide key areas with valuable information on aspects such as health, staff management, training and the monitoring of materials and supplies The aim is to facilitate decision-making through a single information source.

In line with its mission and vision, Peru’s Derrama Magisterial (DM) continuously aspires to be a central source of support for teachers, providing a variety of DM services and informing them about social security issues.

In order to achieve this, the organizational structure of the social security unit includes different staff members who offer associated teachers guidance, registration support, and advice from the moment they join the DM until the moment they leave.

The National Scientific Research Committee (Comité Nacional de Investigación Científica - CNIC) of the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) aims to evaluate, record and monitor health research protocols that meet the requirements for consideration.

In 2017 the IMSS launched the Electronic Research Record System (Sistema de Registro Electrónico de Investigación - SIRELCIS) in order to reduce the time needed to evaluate research protocols submitted to the CNIC for review.

Due to its federal structure, Argentina has a wide array of national, provincial, municipal, and professional social security systems, which coexist autonomously nationwide. At the same time, various complementary social security bodies have been created across the country.

As the regulations that govern Argentina’s social security system are fragmented, the different schemes within the system must use institutional channels to ensure continuous dialogue. This helps to provide citizens with a coordinated and transparent social security system throughout the national territory.

Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES) needs to reduce the growing backlog of pending pension and retirement readjustment cases. In 2020, the administrative system was redesigned and a new way of working was implemented. This made the organizational structure more flexible and helped to adopt an interdisciplinary approach to deal with each case.

As a result of the SARS-CoV-2 health crisis, the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) introduced an initiative to provide training for and consolidate know-how among nursing staff caring for patients diagnosed with COVID-19.

The National Institute of Social Security (INSS) of Brazil – a body responsible for analyzing requests for social security benefits in Brazil – in recent years was faced with a reduction in its staff due to retirements, changes in legislation, and economic crises that increased the body’s demand. The same happened with the number of appeals and the volume of diligences the body is responsible for.

According to the World Health Organisation (WHO), the laryngoscope is an essential instrument within clinical practice for the intubation or insertion of endotracheal tubes, including in patients with COVID-19.

The epidemic caused by coronavirus (COVID-19) in other countries at the start of 2020 highlighted the need to prepare an institutional response to face this threat, aggravated by a lack of information and uncertainty surrounding the extent of the risk posed to beneficiaries.

Derrama Magisterial (DM), Peru’s welfare and social security institution for teachers in public education, offers online courses to ensure the continuity of training services for teachers after face-to-face events were suspended due to the COVID-19 pandemic.

The mission of Peru’s Derrama Magisterial (DM) is to support and guide teachers throughout the digital transformation of its processes. For this reason, we have defined our key strategy as having staff members who are trained to assist teachers in the use of the digital applications, as well as to raise awareness of the benefits of belonging to the digital era, through the use of modern and agile technological tools.

Law No. 27.546 on the reform of the special schemes for magistrates and Argentina’s Judiciary and Foreign Office officials is part of the initiatives promoted by the Argentinian Government in order to reinforce the redistributive and fair nature of the pension system, considering the various schemes that it comprises as a single system.

The Santa Fe Retirement and Pension Fund (Caja de Jubilaciones y pensiones de la Provincia de Santa Fe) is part of Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES). It is an autonomous (federal state of government), public, pay-as-you-go and solidarity-based social security body. It administers and manages pensions and retirement benefits, providing protection in relation to old age, disability, and death.

The National Social Security Institute (Instituto Nacional do Seguro Social – INSS) created a virtual assistant during the pandemic, in response to the challenge of providing the population of Brazil continued access to services and information without having to leave their homes.

The pandemic created significant social pressure in terms of access to pension and health services in Peru. Faced with this situation, 47 years after the creation of the National Pension System (Sistema Nacional de Pensiones – SNP), the Pension Standardization Office (Oficina de Normalización Previsional – ONP) has been pushing to change and improve regulations, in order to make the conditions more flexible and extend social security coverage.

The Secretariat for Social Security (Secretaría de Seguridad Social - MTEySS) presented the improvements introduced to Unemployment Insurance as good practice, in the context of the health emergency declared in Argentina due to the COVID-19 pandemic. These improvements include the extension of coverage and the increase in the money paid as Unemployment Insurance for its current beneficiaries, as well as the implementation of the remote processing of applications, to facilitate access for those who are unemployed and are eligible for the benefit.

Paraguay’s Social Insurance Institute (Instituto de Previsión de Social – IPS) used to make sick leave payments at its administrative offices, which had associated administrative costs and meant beneficiaries had to visit the IPS service counter in person.

Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) has a project named Prevention 4.0, which consists of analysing and studying technological tools that can be implemented in the workplace to prevent work accidents or occupational diseases.

Since its establishment in 1973, The National Insurance Board (NIB), Bahamas, experienced one of its most evolutionary periods during 2020 when a massive paradigm shift took place due to the impact of the coronavirus pandemic, which resulted in the country’s shut down and economic fallout.

The Bahamas experienced unprecedented unemployment rates, particularly in its number one industry, tourism, which employs over 50 per cent of the workforce. The massive layoffs and the resultant number of unemployment benefit (UB) claims challenged NIB to change rapidly.

The Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) has a systematic overview of materials and all kinds of supplies and services such as: medical equipment, diagnostic tools, surgical and curative material, sanitary products and all types of goods and supplies necessary to face the health emergency caused by COVID-19.

The “Trails of Learning” are offered in the e-learning mode to provide autonomous and independent opportunities for the engagement and participation of civil servants in all educational action processes.

They are structured in modules and have several learning tools such as games, podcasts, mind maps etc. They were developed to fill possible learning gaps that put strategic objectives at risk. Furthermore, technical mentors are offered to support the learning process so that students can find help to solve doubts related to the content.

The Brazilian Work and Social Security Card (CTPS) was created in 1969. Recognized for its notes, this document records the functional life of the citizen. Thus, it guarantees access to some of the main labour rights, such as unemployment insurance and social security benefits.

The aim of this programme is to raise awareness among the staff of the State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) in Mexico concerning access to health and social security protection, with equality and without discrimination against people who are lesbian, gay, bisexual, transgender, queer, intersex, asexual and pansexual (LGBTQIAP).

There are two main aspects of the programme:

The Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) is the pillar on which social security in Mexico is built. The Institute is the main health service provider in the country and it carries out its operations largely via its decentralised operational bodies, which look after the needs of beneficiaries in the different municipalities and states in the country.

The Santa Fe Retirement and Pension Fund (Caja de Jubilaciones y pensiones de Santa Fe), part of Argentina’s Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES), set out to rethink its internal audit practices in high-impact processes in order to optimize, streamline, and transform them into drivers of institutional change.

Mexico’s State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) began a process of institutional restructuring to reorganise its operational framework around its eligible beneficiaries, in all processes associated with the provision of the 21 insurances, services and benefits that the law requires of the ISSSTE.

Facility management and security (FMS) is part of offering timely, humanized, continuous and efficient care geared to ensuring the availability of facilities and equipment that is secure and functional and provides support for patients, family members, staff and visitors at the Instituto Nacional Cardiovascular Carlos Alberto Peschiera Carrillo (INCOR), of the EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) of Peru.

For years, the Salvadoran Social Security Institute (Instituto Salvadoreño del Seguro Social – ISSS) has had a reputation in El Salvador for not providing personalized care to beneficiaries, both in terms of health services and economic support. For this reason, people often think the employees who provide the services dehumanize and are indifferent to the needs of patients and their families. It is therefore urgent to transform this institutional culture, using a humanized approach to health as the transversal and fundamental axis.

Over the past 20 years, Mexico’s Institute of Social Security of the State of Guanajuato (Instituto de Seguridad Social del Estado de Guanajuato – ISSEG) has successfully managed to consolidate its actuarial viability. Currently, projections suggest the viability of ISSEG activities is ensured until 2082, if the organization achieves a 4 per cent real rate of return per annum on its reserve. If this return is 100 basis points lower (3 per cent real rate of return), viability is projected to the year 2055, a difference of 27 years.

In 2008, the senior management of the Pension and Retirement Fund (Caja de Jubilaciones, Pensiones y Retiros) of the Province of Cordoba which is part of the Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES) of Argentina, defined transparency as the cornerstone of its management, in the context of accountability and good governance.

The first stage consisted of the publication of statistical, economic and management reports on a monthly, quarterly and annual basis.

The aim was to reduce delays and avoid the accelerated increase in rulings issued by the Federal Court of Administrative Justice and the Judicial Branch of the Federation of Mexico. This poses institutional risks that not only stem from impinging on the rights of an eligible pensioner, but can also result in loss of assets, the imposition of fines and sanctions, and in the dismissal of public servants who do not comply with such rulings.

The Education Development Fund (Fondo de Fomento para la Educación - FOFOE) is an administrative body of the Health Education Department (Coordinacion de Educacion en Salud - CES) itself a body of the Health Education, Research and Policy Department, which is a branch of the Medical Benefits Directorate attached to the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS).

The COLSUBSIDIO - Colombian Family Allowances Fund (COLSUBSIDIO - Caja Colombiana de Subsidio Familiar) is continuing its transformation to become a more streamlined and digital organization. It is developing initiatives to successfully implement new ways of working that are more operationally efficient, as well as to consolidate and scale the process automation plan, helping the organization adapt to the demands of the market and the needs of users.

In December 2017, the Executive Board of the Social Security Institute of Guatemala (Instituto Guatemalteco de Seguridad Social – IGSS) approved the Institutional Strategic Plan (Plan Estratégico Institucional – PEI) for 2018–2022, like a compass pointing due north with regard to coverage extension, financial soundness, quality services, efficiency, transparency and monitoring, as well as institutional growth and development. In this respect, the subdirectorates and other actors firmly committed to reaching the targets set.

The Digital Survey to Assess the Organisational Climate is part of the talent management system of the quality management system, based on the Institutional Model for Competitiveness (MC). It measures indicators such as leadership, communication and information, respect, security measures, staff participation, work objectives, good treatment and care provided to users, a sense of belonging, and family welfare, among others.

Derrama Magisterial (DM) of Peru, in its desire to continue strengthening a culture geared to the quality and good performance of the staff, teachers and other stakeholders of the institution, is implementing the Modelo de Excelencia en la Gestión (MEG), a Model for Excellence in Management based on the Malcolm Baldrige National Quality Award, which is used by many organizations to improve their results and raise their management levels.

• There are learned behaviors among men that make them feel like “superheroes”: hiding pain, postponing visits to the doctor and minimizing any physical indication that something is not right.
• This results in an increase in diseases and in male mortality in Mexico.
• Our campaign seeks to foster a culture of prevention and self-care among men in Mexico.

Technical aid or support products are among the most important factors in terms of human development for disabled and elderly persons. The objective is to mitigate or compensate for limitations when performing various activities of daily living such as eating, dressing, personal hygiene, mobility for the bedridden, play and leisure time, productivity and work activities as well as improving independence and quality of life.

Mindful of the importance of corporate governance practices, Derrama Magisterial (DM) of Peru has taken the initiative to deploy a series of activities leading to the implementation of good corporate governance practices, as part of its process of continuous improvement.

Changes were made based on quality standards to protect insured persons against ill health and ensure that their financial benefits are paid. This required the proper and transparent administration of resources, avoiding duplication of work, to ensure that the institution’s limited resources were used wisely.

Special Assistance (Ayuda Extraordinaria – AYEX) is a non-contributory benefit provided by the Social Insurance Bank (Banco de Previsión Social – BPS), aimed at responding to the socio-educational needs of persons with disabilities covered by the social security system.

The purpose of the benefit is to enable persons to regain skills, compensate lost functions and obtain a maximum degree of autonomy and a better quality of life, with their abilities and aspirations.

The National Historical Reparation Programme  (Programa Nacional de Reparación Histórica) was established with the aim of implementing settlement agreements between the National Social Security Administration (Administración Nacional de la Seguridad Social ‒ ANSES) and retirees/pensioners to adjust their pensions and to settle pension debts owed to beneficiaries who voluntarily participated and met the criteria laid out in Act No. 27.260.

Over the past few years, the Social Insurance Bank (Banco de Previsión Social – BPS) has been promoting and exploring the possibility of using public software rather than creating a new system or issuing a call for tenders to acquire one, with the aim of making optimum use of government resources and to avoid “reinventing the wheel”. The term “public software” is used to describe any piece of software that has been developed using government resources and that should therefore be available for the different government organizations to share.

E-training has come to the fore as a means of enabling training programmes to be offered to the organization’s officials on a large scale. Until now, the method has relied on so-called Virtual Learning Environments (VLE), and more specifically the Moodle platform, which is used by the institution.

The aim is to improve this training method by adopting videoconferencing as an e-training tool, using synchronous techniques to enable real-time interaction between speakers in different locations and, with other strategies, to replicate on-site courses.

The Social Health Insurance Institute (Seguro Social de Salud – EsSalud) consists of 10,978,635 members (one third of the Peruvian population), 30 highly and medium specialized assistance networks, various specialized institutions and others. With an annual budget of 411,401,032.93 US Dollars (USD), it carries out 28,079,260 hospital interventions annually.

The Catholic Workers’ Circle of the Uruguay Mutual Fund (Círculo Católico de Obreros del Uruguay Mutualista – CCOUM) is part of the integrated national health system in Uruguay. In this regard, it is a provider of total health coverage as it has been a link of the country’s social security system thanks to its mutual structure.

Currently, it has approximately 92,529 members and 2,239 workers, 679 (31 per cent) of whom are nursing staff.

The Social Insurance Bank (Banco de Previsión Social – BPS), guided by the aim to become more efficient and effective at managing Economic Benefits, has implemented online services to enable a beneficiary in need of eyeglasses to directly bring a prescription issued by an ophthalmologist and an identity card to an authorized optician, who then validates whether the benefit is to be granted or not.

The system verifies beforehand whether the user is eligible for the benefit or not, pending the granting or refusal of the benefit.

Improving the quality of services is an ongoing task that involves multiple dimensions such as listening to and evaluating the participants, transparency, excellence and investment in training as the main focus.

Hospitalization is an experience that involves both physical and emotional risks for the patient and family as well as institutional costs. Lowering these is the challenge of this good practice.

In conjunction with a digital transformation strategy, the Pension and Retirement Fund of the Province of Córdoba (Caja de Jubilaciones, Pensiones y Retiros de la Provincia de Córdoba), which forms part of the Federal Social Insurance Council (Consejo Federal de Previsión Social – COFEPRES) of Argentina, introduced digital files in 2016 and converted the process for claims, accreditation of rights and granting of pension benefits into a 100 per cent online service (100 per cent web-based).

The quality perceived by users of emergency services does not necessarily reflect the technical quality of the care they receive. The emotional condition of users, patients and relatives in such situations means that the degree of satisfaction perceived by them is affected by factors that are quite distinct from the medical care actually provided. This paper presents the outcome of implementing a care model aimed at influencing such areas of opportunity.

My INSS (Meu INSS) is a digital platform created by Brazil’s National Social Security Institute (Instituto Nacional do Seguro Social – INSS) in 2016. The platform aims to facilitate access to social security benefits and services in the country.

This is about a platform for data exploration and analysis which aims to allow large quantities of data to be visualized, filtered and categorized so as to inform organizational decisions affecting society at large.

The Old Age Security (OAS) and the Canada Pension Plan (CPP) programs are Canada’s public pensions programs. The OAS program is a residence based program which provides a minimum income to seniors to contribute to their income replacement in retirement. The CPP program is a mandatory, contributory, earnings-related social insurance program which provides partial income replacement for workers in Canada and their families in the event of retirement, disability or death.

The IMSS SER program (saludar (greet), escuchar (listen) and responder (respond)) was jointly implemented in 2016 by the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) and the National Union of Social Security Workers to transform the culture of service of the IMSS, improve the work environment and enhance customer service for beneficiaries based on eight points: 

This good practice arose from the need to have a register of patients with disabling diseases, in compliance with the National Development Plan issued by the Presidency of the Republic.

SUPERVISAR is a digital platform designed by Mexico’s National Commission of the Retirement Savings System (Comisión Nacional del Sistema de Ahorro para el Retiro – CONSAR) for internal use to allow officials to manage and monitor supervisory activities.

The main objective of the tool was to standardize and systematize supervision processes and times. It also allowed supervision activity to be managed and monitored.

This innovative program was implemented to improve the quality of care provided by the State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) with the aim of strengthening interpersonal relationships by promoting proper treatment within the organization. The hypothesis is that the absence of quality in work life can result in negative consequences for workers, including work and psychological stress, anxiety, depression or health problems.

The Preliminary Report Authorised Support Unit (Unidad Habilitada de Apoyo al Predictamen - UHAP) of the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) was established in 2016 based on the “Foundations for Collaboration in the Evaluation of Research Protocols for Human Health” agreement, signed by the Federal Commission for Protection against Sanitary Risks (Comisión Federal de Protección contra Riesgos Sanitarios - COFEPRIS) and the IMSS on 9 October 2014.

The National Social Security Administration (Administración Nacional de la Seguridad Social – ANSES) Biometric System (ABS) is responsible for validating the identity of individuals, simplifying and optimizing processes related to payment and life certificates for SIPA and non-contributory pensions beneficiaries and/or their proxies through a dynamic, secure, effective, reliable and simple technological system using biometric tools allowing fingerprints to be captured in digital form.

The system is implemented with the following functions:

Often, the interests of workers and employers are not the same, so addressing absenteeism as it relates to the health and safety of workers is an ethical and social commitment.

This good practice aims to reduce absenteeism arising from respiratory, musculoskeletal, mental and cardiac diseases, which are among the most frequent conditions among workers of the Catholic Workers’ Circle of the Uruguay Mutual Fund (Círculo Católico de Obreros del Uruguay Mutualista – CCOUM).

A joint project by the Federal Administration of Public Resources (AFIP) and the Ministry of Labour which simplifies employers' obligations and reduces the administrative burden related to "work" and "social security", ensuring the quality and consistency of information.

The application involves uploading a file each month, making it possible to fulfil all obligations in a single act and to obtain the following documents in digital form:

The Argentine State uses socioeconomic assessments and means tests in order to determine if citizens are entitled to social security benefits, based on objective criteria.

The digital architecture used to implement these socioeconomic assessments is provided by Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP). Using data from its databases, it is possible to systematically monitor the income, assets and spending of people who apply for social security benefits.

Medical committees issue decisions determining the percentage of disability caused by occupational accidents or diseases. Moreover they intervene in the cases of discrepancies over treatment or advice concerning return to work, and to determine the occupational nature of an accident. The management model used is entirely digital and provides a simple, effective and rapid tool for workers, reducing the time taken to process each step and offering the possibility of providing medical consultations when the application is made by the worker, thereby improving the service.

Before August 2015 more than 3 million pensioners of the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) had to visit its offices at least twice a year to confirm their survival to continue receiving pension payments.

Mexico has the highest mortality due to acute myocardial infarction (AMI) in people over 45 – 27.2 per cent compared to an average of 7.5 per cent (OECD, 2013). For the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS), cardiovascular diseases have been the main cause of years of healthy life lost due to premature death and disability since 2015. They are also the main cause of emergency department visits and the most common reason for consultations.

The new software tool called "System of Social Security Obligations Calculation (Sistema de Cálculo de Obligaciones de la Seguridad Social (SiCOSS)) - Inspection Certificate Module" streamlines the collection and distribution of social security contributions debt from inspection.

This tool makes the processes of debt determination and notification, in the area of social security funds, faster and simpler.

The digital payroll (Libro de Sueldos Digital – LSD) is an information technology (IT) tool created by Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP) in order to avoid employers registering the same employee multiple times.