One of the main strategic objectives of the General Organization for Social Insurance (GOSI) of Saudi Arabia, which is reducing and lowering the probability of its exposure to risks, resulted in an approved initiative to establish the Risk and Compliance Department in 2017.

The technology for registration of travel for citizens with preferential category to the place of treatment and back on long-distance trains using electronic coupons of the Social Insurance Fund of the Russian Federation (FSS RF) is a joint project of the FSS RF, the Open Joint Stock Company Russian Railways (JSC RR) and the Joint Stock Company Federal Passenger Company (JSC FPK). Since 2018, it has gradually spread to all regions of Russia.

In Peru, 10.4 per cent of the population has a disability. It is estimated that only 33 per cent of persons with disabilities of working age participate in the labour market, given that educational level and job training are key factors for access to employment. With this in mind, the EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) of Peru established the Vocational Rehabilitation Centres (Centros de Rehabilitación Profesional – CERPS) for persons with disabilities over 14 years of age.

Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) Resolution No. 219/2016 established a model for management by objectives and results with a view to providing quality services. This is one of the main management tools required to achieve the goal of meeting citizens’ needs and expectations more successfully.

SRT Resolution No. 260/2016 also provided for the first Customer Service Quality Management System; this was implemented at the Call Centre for Worker Assistance. The main objectives included:

“Social security with you” is the modernization strategy of the Ministry of Labour, Solidarity and Social Security that aims for a simpler, more sustainable, fairer and more transparent social security. Through various measures that simplify processes and digitize services, several online services are now available to citizens and companies. A number of interoperability initiatives have also been designed and implemented with other organizations of the Portuguese Public Administration, in order to streamline processes among different ministries.

#ICanAdult was an Instagram campaign by the Central Provident Fund (CPF) Board, Ministry of Manpower. It aimed to encourage millennials to start thinking and planning for their future with CPF forming an integral part of it.

In early 2012, the Libyan Centre for Consultancies and Human Development (LCCHD, hereafter the Centre) was assigned to carry out the task of conducting the annual Training Needs Assessment (TNA) and delivering quality training for all Social Security Fund (SSF) employees across Libya.

A comprehensive overview of Employment and Social Development Canada’s (ESDC) multi-year Service Transformation Strategy, including good practices around design-thinking and innovation in engaging employees.

The Independent Tribunal for Social Assistance Appeals (ITSAA) was established in 2008 to give effect to section 33 of the Constitution of South Africa and domestic legislation relating to the Promotion of Administrative Justice. The ITSAA is responsible for adjudicating appeals received from disgruntled social grant applicants and beneficiaries following grant applications or reviews by the South African Social Security Agency (SASSA).

The issue or challenge addressed by our practice: Proclamation No. 715/2003 excluded a majority of private organization employees (definite period employees and management staff) from pension scheme coverage.

India has a federal structure of governance, where health is a provincial subject and social security and labour are in the concurrent list. Healthcare and cash compensation for employment injury in the formal sector are provided by the Employees’ State Insurance Corporation (ESIC) while the pension and provident fund are provided by the Employees Provident Fund. The employees of factories and establishments in the formal sector are entitled to social security benefits through the ESIC scheme.

In a situation marked by discourteous behaviour, extortion attempts against insured persons by rogue agents and unusually long processing times for some case files, the National Social Security Fund (Caisse nationale de prévoyance sociale – CNPS) of Cameroon has adopted the practice of publishing and posting the phone numbers and e-mail addresses of managers to make it easier for users/clients to lodge complaints against case handlers.

In order to reduce the personal burden of medical expenses and improve the Chinese patients’ sense of acquisition, happiness and security, the Ministry of Human Resources and Social Security (MoHRSS) organized in 2017 the negotiation of the National Medical Insurance Drug List (NMIDL).

As a rule, social security contribution debts are settled by employers in cash. However, an employer may have cash flow issues yet still have assets it could provide to settle or reduce its debt. This alternative method of paying social security contributions, which is non-monetary, has been adopted and put into practice, but only under certain conditions. These include the recovery of social security contribution debts by payment in kind.

The rationale of a retirement benefits scheme is to alleviate old age poverty and a contributing factor to poverty is the loss of the principle bread winner. Despite paying survivors benefits, statistics indicate that up to 80 per cent of the said families have to downgrade their living standards and are susceptible to poverty. To address this challenge, the Laptrust scheme introduced additional insurance-based benefits; Group life cover (3 times annual pensionable salary) and last expense (USD 1,000) to complement existing survivor's benefits drawn from the scheme.

The National Social Security Institute (Instituto Nacional do Seguro Social – INSS) has faced considerable challenges to satisfy a growing demand for the services it administers and, at the same time, has had a significant reduction in its workforce.

Among other measures, the process of automated decision-making for benefits was implemented. This has allowed requests to be granted or rejected automatically, drastically reducing the operating costs and offering unprecedented speed in replying to citizens.

In order to achieve universal coverage for the Employment Social Security Programme, the central government continues to encourage local governments and businessmen to protect all workers through it.

The medical certificates search engine on the Institute’s website via “Servicios Públicos en Línea” (“Online Public Services”) enables the local offices to verify admissible (public) information on the certificates issued to the Institute’s workers in order to speed up responses to requests for information and prevent the misuse of lost or no longer valid certificates.

• 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.

The National Campaign for the Prevention of Accidents at Work (Campaña Nacional de Prevención de Accidentes de Trabajo – CANPAT) is an initiative by Brazil’s Labour Inspectorate Subsecretariat, part of the Ministry of Finance – Secretariat for Social Insurance, and consists of a set of principally preventive actions designed to promote a culture of health and safety at work.

In Brazil, on average, more than 550,000 accidents occur at work every year, resulting in death, mutilation, sick leave, and permanent and temporary disabilities.

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.

Among its peers, the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) is innovating with the implementation of this good practice. In this respect, it is the only social security institution amongst the Moroccan Pension Funds and Insurance Companies to undergo certification, for the long term, of its internal process for social security fund investment to ensure maximum transparency and commitment in the exercise of this activity, with the aim of obtaining a label of excellence accredited by independent certifying offices.

The National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE) was founded on 14 December 2015 as part of the public administration reforms in the Democratic Republic of the Congo (DRC). Once established, the CNSSAPE threw itself into getting its services up and running. From the business itself to the materials used, every effort was made to ensure the new institution operated in accordance with a set of rules.

The Civil Service Employee Pension Fund (CSEPF) vision is to achieve excellence and leadership in providing the best services to Omani nationals employed in the government sector covered by the Law of Pensions and End of Service Benefits, and investing its fund using the latest technologies. Therefore, CSEPF decided to implement online services (e-Services) through its portal, which is integrated with the existing core systems.

The Commuting Safety Support Program (CSSP) was introduced in 2017 by the Social Security Organisation (SOCSO) in collaboration with the Malaysian Institute of Road Safety Research (MIROS). The program aims to facilitate employers’ implementation of commuting safety at the workplace through practical intervention. It aims to reduce motorcyclist accidents and was initiated through partnership with various stakeholders. Improvements in commuting safety positively impact on working conditions, productivity, economic and social development.

The Social Security Regulatory Authority (SSRA) in Tanzania was established under section 5 of the Social Security (Regulatory Authority) Act No.5 of 2008. Among other things, the Authority has powers to regulate and supervise the Tanzania Social Security Sector. The Authority regulates five DB schemes namely; NSSF, PSPF, LAPF, GEPF and PPF. It also regulates one Workers Compensation Fund, WCF and one health Fund, NHIF.

The National Health Insurance Fund (NHIF) has been experiencing a number of operational challenges including some attempts by non-contributing members to access health care services by using invalid membership cards.

According to the rules and procedures, members who are not contributing to the Fund for past three consecutive months, are not eligible to access medical services provided by the Fund. However, since around 95 per cent of contributing members of the NHIF are drawn out of the public sector, enforcement of this requirement has been a big challenge.

Oversight of the activities of the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) used to be based essentially on the work of the Internal Audit and Oversight Directorate (Direction de l’Audit et du Contrôle interne – DACI), and was carried out almost exclusively through systematic field visits. However, in order to optimize oversight and reduce the organization's costs, the Directorate-General has opted for the implementation of remote oversight by the DACI.

The Ecuadorian Social Security Institute (Instituto Ecuatoriano de Seguridad Social ‒ IESS) offers employers and citizens in general access to a mechanism for automatically cross-checking accounts in order to pay outstanding employer contributions using funds available in corresponding reserve funds and/or employer severance funds.

Technology is rapidly transforming the way that the financial sector is operating, and the management and delivery of pensions is not an exception. Therefore, the Civil Service Employees Pension Fund (CSEPF) of Oman decided to adopt electronic payments (e-payments) solution through local banks’ Business-to-Business (B2B) solution to help speed up the payment cycle and boost security and compliance.

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.

Within the framework of the Comprehensive Policy on Care for the Elderly (Política Integral de Atención a los Adultos Mayores), and in order to extend training to all those who need to take care of older persons, the State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) offers a multimedia course, which is available in the institutional portal.

The National Health Insurance Fund (NHIF) in Kenya, hereafter also referred to as the Fund, which is a state corporation mandated to offer health insurance to the populace, deployed the Customer Relationship Management System (CRM) as a strategic move to timely address customers’ complaints and to boost customer satisfaction levels. The key benefits of the deployment of this system include a quick view of customer pain points, which lead to timely interventions that in turn enhances customer bonding.

The National Social Security Institute (INSS) is the body responsible for granting and maintaining social security benefits in Brazil. One of the main challenges for the INSS is to provide the conditions for workers who exhibit consolidated after-effects from illness or an accident to be able to return to the job market, so that they can support themselves without relying on the social security system.

The strategy described in this account consisted of identifying a quadriplegic worker, but who had the possibility of returning to work.

Fraud incidence in healthcare is not easy to find. As a country that started its National Health Insurance program (Jaminan Kesehatan Nasional – JKN) in 2014, there are not many parties that provide fraud detection tools for the Indonesia-Case Based Group (INA-CBG) case-mix system. In addition, the law that establishes an investigation for potentially fraudulent incidents is still being drafted. On the other hand, there is a significant increase in the number of JKN participants and in the number of claims. By the end of 2017, the number of claims submissions was 80,641,271.

The aims of the scheme to promote local initiatives of the Family Allowances Funds (caisses d’allocations familiales – CAFs) are:

The personality of an organization is reflected in the way it treats its members. It is also influenced by customers’ perception of its internal cohesion (or team spirit). Every organization is a social microcosm and as such, it must be imbued with certain socio-cultural, background characteristics in the promotion of its image. The visual aspect of clothing seems to be one of the most striking aspects of associative culture in the African tradition.

Every year, the world is battered by natural phenomena, and their effects disrupt daily human life. Thunderstorms, floods, volcanic eruptions and forest fires are becoming ever more common across all regions of Argentina.

In response to this, a number of presidential decrees have provided for temporary supplements in the amount of 100 per cent of family allowance, unemployment benefit and pension payments to thousands of people seriously affected by natural phenomena to reduce the economic impact of such events.

Responding to global challenge of increased awareness in the fields of governance and compliance, the Public Institution for Social Security (PIFSS) developed an ambitious plan in 2015 to not only introduce the first governance or compliance functions in the local government sector but to put forth an ambitious and innovatively disruptive strategy that strives for industry leading practice in both fields.

The Social Protection Longitudinal Survey (Encuesta Longitudinal de Protección Social – ELPS) was part of the “support program for better management of the social protection system”, which aims to strengthen the capacity to formulate and implement policies on social security, education, housing, employment, health, disability, and care among other things. Therefore, the conditions and capacities required to continue with future ELPS phases were generated, with the Social Insurance Bank (Banco de Previsión Social – BPS) as the managing institution.

The ISSA Guidelines on Service Quality aims to assist social security institutions create value for members and beneficiaries thus enhancing performance. The Trust Fund of the Local Pensions Authority Trust (LAPT) addresses the above by providing a platform where principal members and their beneficiaries can proactively manage their wealth and financial goals.

The Civil Service Employees Pension Fund (CSEPF) is a service organization providing social protection to Omani citizens working in the public sector in Oman, the Gulf Cooperation Countries and elsewhere.

CSEPF established its Risk Department, which led to:

To apply modern scientific methods for recruitment, selection and promotion policies for human resource, identify managerial talents and competencies of the staff, standardize managerial assignments, exploit maximum managerial capacity, develop motivation levels and meritocratic organizational culture, and to ensure that evaluations are based on merit and protected from lobbying or influence, the Iranian Social Security Organization (ISSO) has taken measures to prepare competency models besides training expert assessors since 2014.

As part of the public administration reforms in the Democratic Republic of the Congo (DRC), the public body known as the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE) was founded in December 2015, becoming operational in 2017.

The National Pension Scheme Authority (NAPSA) was created by an Act of Parliament “The NPS Act” No. 40 of 1996 to provide social security cover to all eligible employees in Zambia in case of retirement, invalidity or death. Since commencement of operations in February 2000, NAPSA has largely focused on the formal sector. However, this sector constitutes only 16 percent (950,000 people) of the total employed population of 5.8 million people (Zambia Labour Force Survey Report, 2014). The remaining 84 percent is made up of employees from the informal sector. 

Illiteracy affects adults in France who have been to school but who have not sufficiently mastered basic competences in reading and writing to be autonomous in everyday situations. Seven per cent of people in France aged between 16 and 63 are in situations of illiteracy: 2.5 million people.

As Family Allowance Funds (caisses d’allocations familiales – CAFs) play an important role in the fight against poverty, people in situations of illiteracy are over-represented among its visitors and users.

This good practice enables employers, contributors and the General Organization for Social Insurance (GOSI) to save effort and cost by completing inspection cycles electronically in a timely manner. In fact, we understand the important role of inspection in enlightening the employers on how to correctly apply in their entities the system and its regulations. A new system RASED was integrated with the GOSI main system to consolidate all inspection data. It assigns the field visits according to the best suitable available inspector.

The Derrama Magisterial (DM) has begun offering a number of services in accordance with the terms of its Statutes, and one noteworthy scheme involves providing credit to member teachers at a preferential rate of interest. Such credit, along with other types of investment, helps support the organization, and contributes above all to providing pension-related benefits to member teachers and their dependents. 

The 21st century advent in our country of the sharing economy, which involves the contracting of goods and services through electronic platforms, has led to the emergence of disruptive enterprises such as the hiring of transport services through mobile phone applications.

The good clinical practice implemented at the Guillermo Almenara Irigoyen National Hospital (Hospital Nacional Guillermo Almenara Irigoyen – HNGAI), which is part of Peru’s EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud), looked to improve the difficult experiences of patients with rheumatoid arthritis.

The General Organization for Social Insurance (GOSI) in Saudi Arabia broadly covers workers in the private sector and a group of workers in the public sector who are not covered by the Public Pension Agency (PPA).

GOSI’s strategic objective is to enhance participation and coverage in insurance schemes. This is aligned with the Saudi Vision 2030 to reduce the unemployment rate, enhance practical experiences of the youth and encourage them to explore freelance work.

Among several other social security benefits, the National Social Security Authority (NSSA) of Zimbabwe pays a funeral grant of USD 300 under the Pension and Other Benefits Scheme. The benefit is paid to provide assistance towards the burial of a member who would have contributed to the scheme for a minimum period of 12 months. The USD 300 payout is insufficient to cover basic funeral expenses. In an endeavour to accord every retirement pensioner a decent burial, NSSA contracted Econet Life to provide funeral services to NSSA retirement pensioners.

The Family Virtual Account (FVA) is a system which combines enrolee bills in a family. This system has great benefits for the enrolee such as more efficient payment, prevention of adverse selection for the Social Security Administering Body for the Health Sector (BPJS Kesehatan) and improved collection of contributions from informal sector workers. In the implementation of this system, BPJS Kesehatan must coordinate well with the Ministry of Internal Affairs which manages the population data and must also improve the promotion of the FVA system to the public.

The services of the National Social Security Fund (Caisse Nationale de Sécurité Sociale – CNSS) interact with each other and with other institutions, contributors and insured persons. They exchange data, which are either provided or used by the CNSS information system. These exchanges create standardization and security problems. In light of this, the CNSS has created a computer-based tool that generates automatically and on demand generic, standard and secure Web services in the implementation of its various roles in these exchanges.

The National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) of Guinea collects the contributions of private sector employees.

The registration of employers and employees and maintenance of contributors’ accounts had been manual ever since the fund was set up.

This situation led to many problems:

The “pension benefit service” that Derrama Magisterial (DM) provides to its members must be accompanied with sufficient ongoing support, including giving information and guidance to teachers. This is the role of the pensions advisory service.

The pensions advisory service aims to promote and raise awareness about the social security system among members through constant outreach, thus forging close and lasting links.

As part of the reform and modernization of its public administration, the Democratic Republic of the Congo (DRC)’s Government decided to create a lasting and viable social security scheme for public officials. This led to the founding, in 2015, of the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE), an institution that began operating in 2017.

The Ecuadorian Social Security Institute (Instituto Ecuatoriano de Seguridad Social – IESS) is seeking to sign agreements with public and private banks, savings and credit cooperatives, credit card issuers and other legally authorized bodies to broaden its network for the collection of payments. The IESS needs to manage the implementation of operational agreements with collection agencies and appropriate supervisory bodies for the collection of funds on its behalf, as well as monitor and control the fulfilment of these agreements.

According to the Public Servants’ Pension proclamation No. 345/2003, the pension contribution was to be collected from every employer on a monthly basis and transferred to the pension fund account within a month time after the payment of monthly salaries. Even though this is clearly stipulated in the pension proclamation, it is very difficult to collect the contribution efficiently (both in terms of time and the right amount). One of the major challenges the agency faced in collecting the pension contribution was related to the system.

The Constitution of the Republic of Mozambique enshrines in its article 95 the right to social security for all citizens, in situations of disability and old age, which is materialized by Law 4/2007 of 7 February.

In 2016, the General Organization for Social Insurance (GOSI) of Saudi Arabia decided to implement the risk management function by adapting good practices and international standards to identify risks, and act in a proactive way to achieve its strategic goals and serve its customers.

The ageing of society is a trend that is attracting attention in many countries. As regards the emerging health care necessities of the ageing population, the Iranian Social Security Organization (SSO) has designed and implemented a plan that includes training workshops to improve the knowledge of its pensioners (mostly over 60) on common diseases in the ageing period of the life cycle, thereby enabling them to be more active and sensible about their health status.

In all health systems, the incorrect identification of patients leads to errors in medication, procedures being carried out on the wrong person, and new-born babies being handed over to the wrong families. Between November 2003 and July 2005, the National Patient Safety Agency in the United Kingdom reported 236 incidents and near losses related to the loss of bracelets or bracelets with incorrect information.

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.

This good practice relates to the formalization and standardization of the improvement of our main services, based on the integration into a quality management system of a series of efforts which Derrama Magisterial (DM) of Peru has been developing for some time that will enable its consolidation as a pension body committed to achieving excellence in its services offered to the country’s teachers.

Since 1 December 2018, the Polish legal system has made it a statutory obligation to issue medical certificates of incapacity for work only in electronic form (e-ZLA). One week after the regulation came into force, more than 99 per cent of medical certificates of incapacity for work were issued electronically.

The achieved result is a huge success, considering that only 6.4 per cent of certificates were issued electronically in the previous year.

A project that provides (i) the customers of the Social Security Institution (Zaklad Ubezpieczen Spolecznych – ZUS) with a dedicated service that informs them of factors and variables that affect the decision on when to retire, and (ii) the counsellors with a retirement calculator tool that allows estimating the pension amount under various options, has delivered its expected outcomes and related benefits.

The increasing number of participants in Indonesia’s Health Insurance Program has greatly increased the utilization of the services of and the number of claim reimbursements received by the Social Security Administering Body for the Health Sector (BPJS Kesehatan). This required a large number of additional resources and staff for claim administration processing. BPJS Kesehatan thus launched an initiative to simplify claims processing and management so that less resources would be needed.

Good public pension governance is a vital element for the efficient functioning of any pension system, the enhancement of investment performance, and the security of benefits. This paper highlights the main governance challenges encountered by the Public Pension Agency (PPA) in Saudi Arabia and the actions that have been taken to propose possible solutions to strengthen governance arrangements.

The overall goal of Sweden’s Federation of Unemployment Insurance Funds (Sveriges a-kassor) is to provide services that help administer unemployment insurance so efficiently such that no organization other than the current 27 unemployment funds can do it better.

Inducement campaigns invite contributors to comply with their social security obligations following detection of apparent inconsistencies, with a view to increasing the perception of risk. This is a tool commonly used by Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP).

Integrated System for Prosthetics and Orthotics, Inventory and Rehabilitation (INSPIRE) was introduced to manage the rehabilitation facilities of the Social Security Organization (SOCSO) of Malaysia through a web-based platform to ensure continuity and provision of rehabilitation benefits to SOCSO insured persons.

This project consists in providing inspectors with tablet computers and web and mobile applications as part of a new policy on the collection of contributions and monitoring of insured persons. The system performs the following functions:

It enables insured persons to:

If there is a defined standard, changing data coding in any field would directly or indirectly result in improvements in service quality, growth of financial resources and reduction of services’ fixed prices. Statistical classifications are standard frameworks for presenting economic analyses and reliable measures to review the labour market and economic factors related to demography, production and human resources.

The history of social security in Iran dates back to 60 years ago. The insurance benefits and health services provided to insured population by Iranian Social Security Organization (ISSO), are recognized as generous, lenient in qualifying conditions, and rather comprehensive in comparison with the relevant international standards. However, in past decades, the least efforts have been made to review and align with international standards by the Iranian competent authorities.

This project was initiated as a response to committed and responsible clients who asked the Iranian Social Security Organization (ISSO) to consider their commitment to pay their contribution on due date. Provision of timely and adequate services where administrative processes require presence of beneficiaries was gradually becoming difficult, as organizations had to operate with fewer staff due to budget cuts. This might lead to dissatisfaction felt by clients and increase the pressure on the working staff.

Kader JKN is a partnership programme that encourages the general public to care about social health care programme. Every social health care provider has its limitations and challenges. We must be smart to optimize resources around us. By creating Kader JKN Programme, the Social Security Administering Body for the Health Sector (BPJS Kesehatan) can manage and go beyond the limitation of its resources to collect contributions from individual or informal sector members and turn the challenges into opportunities.

Social security is a complicated and wide-ranging topic that can be difficult to grasp for many of our customers. We often receive feedback from customers criticising the language we use as difficult to understand and telling us about the challenges of completing benefit applications. Based on that feedback, we have taken steps to simplify the language we use and to streamline the applications. One of the ways we have tried to make it easier to discover and interpret information and to complete benefit applications has been to deploy a chatbot.

The Family branch of the National Family Allowances Fund (Caisse nationale des allocations familiales – CNAF) has for several years been engaged in a resolute fight against fraud and error, while pursuing a proactive approach to prevention. Increasingly sophisticated and efficient tools are being used (cross-referencing of computer files, data mining, etc.), and the results of these actions are becoming more significant every year.

The Listening and Guidance Centre (Centre d’écoute et d’orientation – CEO) at Madagascar’s National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) helps to improve the living conditions of those CNaPS members who are more vulnerable, in psycho-social, health and economic terms.

The one-stop service centre project is in line with the initiative of Algerian authorities to rethink basic public services from the citizen’s point of view. Instead of functioning in an isolated fashion, our services need to be grouped into units that make benefits accessible under optimal conditions, preferably via a common interface: the “one-stop service centre”.

Tunisia’s National Health Insurance Fund (Caisse nationale d’assurance maladie – CNAM) was founded in 2004 as part of the country’s health insurance reforms. The collection of compulsory health insurance scheme contributions from public sector workers fell to the National Pension and Social Insurance Fund (Caisse nationale de retraite et de prévoyance sociale – CNRPS). The methods and procedures by which these contributions were then transferred to the CNAM were set out in an agreement between the two funds.

One of the major requisites for the pensioners post their retirement from the scheme has been to provide life certificates. In order to get this life certificate, the individual drawing the pension is required to either personally present oneself before the scheme’s agent or have the life certificate issued by an approved authority.

The insurance coverage extension to migrants has always been one of the top priorities of the Iranian Social Security Organization (ISSO). What makes the issue specific is that Iran is both the host and source of immigration. Currently, around 10 per cent of Iranian population are living abroad; meanwhile more than 3 million foreign nationals are living and working in Iran. Most of both groups are deprived of any social security coverage.

The good practice refers to a manual that brings together Chilean Safety Association (Asociación Chilena de Seguridad – ACHS) methodology and experience in the implementation of effective health promotion strategies.

The manual systematically describes all the phases, activities, considerations and tools involved for the effective implementation of a workplace health promotion strategy.

The manual makes it possible to share the most effective method of workplace health promotion with other workplaces, organizations and countries. 

The Gabon National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) did not have a separate directorate responsible for issues relating to occupational safety and health (OSH). Before November 2017, all the institution had as part of its core activities was one section lacking visibility and leadership. The General Directorate therefore decided to enhance this unit’s status by turning it into a Directorate on the same footing as the other operational Directorates (the Technical Benefits Directorate and the Registration and Collection Directorate).

The background for this initiative was a reduction in staff, a significant increase in the time taken to schedule services offered by the National Institute of Social Security (Instituto Nacional do Seguro Social – INSS) of Brazil, citizens coming on site for simple services, as well as the need for greater transparency in the implementation of processes. These challenges led to the development of a new model for offering services remotely.

The collaborative economy, also known as the sharing economy, is growing rapidly and more and more French people are turning to it, whether as service providers or consumers.

This initiative is targeted at those renting out short-term furnished lets and movable property. It intends to provide a simplified, more accessible way of meeting the new reporting requirements.

Signing up allows an individual to remain in the same social security scheme and benefit from improved social security entitlements.

In 2017, Djibouti’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) progressively implemented an occupational risk prevention policy. Prior to this initiative, the CNSS activities in the field of workplace accidents were limited to providing compensation and redress. The important role played by preventive work in averting the causes of accidents instead of allowing these accidents to come to pass, as well as in improving conditions in the workplace, underpinned the choice of this approach.

The Agency for the Recovery of Unpaid Alimonies (Agence de recouvrement des impayés de pensions alimentaires – ARIPA), set up in January 2017, ensures the recovery of outstanding (unpaid) child maintenance.

ARIPA can advance family support benefit to a lone parent or foster parents who should be receiving alimonies. It advises and supports parents going through separation. Its website provides practical and legal information and offers the possibility of simulating maintenance amounts based on a national scale as part of amicable proceedings.  

The National Health Insurance Fund (NHIF) is a state corporation mandated to offer health insurance to the Kenyan population by developing selfcare platforms to facilitate easier access of services to members.

The platforms come in three categories namely: NHIF mobile app, USSD code and NHIF website selfcare platform available on www.nhif.or.ke. Through these platforms, NHIF beneficiaries are enabled to carry out self-registration, check their payment status, choose, or change their outpatient facilities and check their benefit entitlements.

The website mon-enfant.fr was created in 2009 to help families care for their children.

In 2017, the National Family Allowances Fund (Caisse nationale des allocations familiales – CNAF) launched the redesign of this portal, the goal being to create a service portal for families to support them throughout their lives as parents. The first version of the new site is scheduled for January 2019. In this version, the emphasis is on upgrading and promoting the care given by child caregivers in order to:

This good practice aims to streamline the administrative procedures related to occupational risks and disability in accordance within the following legal framework:

Ever since the Pension Fund of the Comoros (Caisse de Retraites des Comores – CRC) was first established, pensioners have received their pensions in cash. This decentralized payment system obliged agents to travel far and wide to make pension payments, which required human and material resources to be mobilized for periods of three weeks or more and complicated the traceability of financial flows. Added to this was the growing security challenge linked to ensuring the availability of funds during such trips.

The National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) provides social security benefit services via four branches (old-age pensions; invalidity and widows’ benefits; occupational accidents and diseases; and family and sickness benefits). Beneficiaries of retirement pensions have, for many years, received their pensions through the banks and the CNSS counters open at the organization’s headquarters and at its various branches around the country.

Personal Information Navigator for persons injured at work is a project of the Social Insurance Fund (SIF) of the Russian Federation that started in 2017 and was extended to all the regions of Russia in 2021. The main goal of the project is to introduce a system of advance notice for persons who suffer from labour accidents through which the regional offices of the SIF of the Russian Federation can inform them of their rights to technical means of rehabilitation, prosthetic and orthopaedic devices and other such appliances, whether as initial supplies or as replacements.

In the Hungarian compulsory healthcare scheme, the National Institute of Health Insurance Fund Management (NIHIFM) is the sole payer. Our institution is the only public insurance authority which deals with more than 20,000 contracted healthcare providers, more than 365 million financed items each year and takes care of 9.3 million entitled people. The coverage of the population is virtually 100 per cent. Total expenditure of the health insurance fund which is completely separated in the government budget is euros (EUR) 7.3 billion.

This good practice comprises a workflow platform which automates a series of actions, activities and tasks performed by users when executing certain established processes. This allows work on the implementation and improvement of routine processes to be coordinated and organized. The platform integrates workflows, the requisite documentation, and internal and external services throughout the organization and allows processes to feed into one another which otherwise would be carried out in isolation. 

The Algerian social security system is based on declarations. The 340,000 or so employers covered by the scheme are responsible for these declarations.

The complicated declaration process often places pressures on employers that are likely to lead to heavily penalized delays in declarations and payments. This situation can affect the establishment of insured persons’ rights to social benefits.

In connection with care provision for adults and children suffering from heart disease and chronic terminal kidney failure, the National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS) has, over a period of 20 years, developed the concept of contracting treatment with private clinics which thus reinforce the public hospital system.