Meine-Rehabilitation.de is a new web portal set up by the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) to help people find a quality-assured rehabilitation centre. For each centre, users can see the results of the quality assurance audits carried out by the DRV Bund. The new online service allows the DRV Bund to fulfil its legal obligation to publicly report quality assurance results for rehabilitation centres and support insured persons in exercising their right to choose a rehabilitation provider.

Social security organizations are currently poorly rated online on search engines like Google or on employer assessment platforms. This is the case in many countries.

These poor ratings give the image of a degraded public service and can have repercussions on the recruitment process for new employees.

The aim of this experimental project, led by URSSAF Languedoc-Roussillon in France, is to set up a system to improve the e-reputation of social security organizations. It is based on a review management system and monitoring.

The war situation in Ukraine puts millions of citizens living in that country at serious risk, resulting in the abandonment of a considerable number of people, seeking refuge in countries willing to welcome them.

It is important that there are credible and fast reception and integration mechanisms that allow our country's humanitarian response capacity to be more consistent by providing a set of job opportunities existing in Portugal, facilitating a wider integration of Ukrainian citizens and their families.

The funeral grant of civil servant old-age or invalidity pensioner who dies while receiving a pension is paid, upon request, primarily to his/her spouse. If there is no spouse, to his/her children. If there is no spouse and children, to his/her parents. If there is no parents, to his/her siblings. If there are no siblings, to those who certify that they have incurred expenses up to the amount of the invoice, not exceeding the amount of funeral grant to be made.

The Medical Directorate of Mexico’s State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) is implementing a training initiative, entitled “Public Service and Quality of Care: Towards a new ISSSTE” (El Servicio Público y la Calidad en la Atención: Por un nuevo ISSSTE), aimed at security personnel in medical units who play a key role in caring for service users.

“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.

In order to meet the needs of families with disabled children aged 3–17 who wish to use mainstream optional and extracurricular childcare facilities, the Family Branch in France has set up ad hoc funding support. This support offsets the extra costs incurred by different facilities (such as disability training/awareness-raising for activity teams, additional staff, adapting and purchasing equipment, preparation, and coordination time, etc.).

The “Complemento Solidário para Idosos” (CSI) is a social assistance programme in Portugal designed to provide financial support to elderly individuals who are in a situation of economic vulnerability. The programme offers a financial supplement to the pension with the goal to help low-income elderly citizens meet their basic needs and improve their quality of life.

In the face of demographic transition, finding ways to offer citizens greater transparency about personal retirement planning and improve their level of knowledge about retirement planning has been a big topic of discussion for more than 20 years.

The Social Security Institution (Sosyal Güvenlik Kurumu – SGK) of Türkiye pays pensions to approximately 16 million people every month. There are different types of insurance within the scope of the current law in our country. Payments to retirees are made on different days of the month (1st group on 17-26 of each month, 2nd group on 26-28 of each month, 3rd group on 1-5 of each month). Inappropriate payments frequently occur due to death-related reasons. The aim of this project is to reduce inappropriate payments and increase efficiency in payments.

As a direct response to the COVID-19 pandemic, the National Insurance Scheme (NIS) of the National Insurance Board (NIB) from Grenada has established a web portal which enables its valued customers to apply for every benefit type and file requests with its offices via purely electronic means. This is an alternative to the status quo which previously allowed solely for the physical completion and submission of forms. The introduction of the web portal has led to a reduction in paper submissions and walk-in customers by over 85 per cent and 65 per cent respectively.

In the Turkish social security system, some of the in-cash benefits are temporary incapacity allowances, funeral grants, breastfeeding grants, celiac and metabolic diseases payments, and disposable Underpad Payments. Those payments are made directly to individuals’ bank accounts.

In 2020, the Government of Azerbaijan approved a regulation for the Individual Rehabilitation Programme (IRP) for persons with disabilities. The individual programme includes a set of measures related to the medical, vocational, psychological-pedagogical rehabilitation and the development of social skills of persons with disabilities.

The Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) has established, as part of its strategic axes, a person-centered focus on health, well-being and socioeconomic protection by facilitating people’s access to digital services.

It also aims to ensure that people play a leading role in managing their health, by actively participating in decision-making and improving the quality of services.

As part of the roll-out of health coverage to the entire Togolese population – an estimated 10 million people – Togo’s National Institute of Health Insurance (Institut nationale d’assurance maladie – INAM) set out to provide rapid access to health care facilities to insured persons across the country.

To help disabled people to be more independent, the way the Disabled Adult Allowance (Allocation aux adultes handicapés – AAH) is calculated was changed on 1 October 2023. We produced a video to offer support to those who receive the allowance. The communication methods used have been adapted to the target audience; as some recipients have hearing impairments, this video has been dubbed in French sign language (langue des signes française – LSF).

Until recently, the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) had several different customer service departments, each responsible for a specific area. There were two major issues associated with this model. Firstly, it was difficult to handle customer service queries in a consistent, transparent and satisfactory manner. Secondly, to avoid extra work for staff due to not standardized processes.

The National Office of Social Insurance (NOSI) of the Republic of Moldova is an innovative and modern authority, which enjoys high level of public trust and guarantees quality public services in the event of certain social risks, the application of technologies based on the interoperability of systems is one of the key elements for the development and provision of services to beneficiaries.

We were predicting that a large number of persons who had fled the Russian aggression in Ukraine to Finland and are under temporary protection would become customers of the Social Insurance Institution (Kansaneläkelaitos – Kela) after residing in the country for one year and thus getting broader entitlement to Kela benefits. The risk was that our customer service would get strained by many new customers seeking assistance and that our benefits processing would get overloaded with a large number of new applications under a relatively short period.

The German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) has created an online German Pension Portal so users can access key administrative services (e.g., pensions, rehabilitation, insurance, and subsidized private pension plans) on any digital device. Users can log in and use the online services anywhere, at any time. Using a smartphone, tablet or computer, citizens can quickly, easily and securely file applications and find information on topics including pensions, electronic communication services and more.

As part of the agreement on objectives and management signed with the State for the period 2023–2027 (COG), the French National Family Allowances Fund (Caisse nationale des allocations familiales – CNAF) wishes to bolster its innovations and progress in the area of community listening. The decision was therefore made to set up a “LabParentalité” (parenting lab) based on an initiative launched in the French Department of Isère.

The challenge addressed by the Federal Pensions Service (Service fédéral des Pensions – SFP) and its partners was the outdated pension application tool, prompting the integration of an online pension demand system into mypension.be, Belgium’s official online pension portal.

From November 2022 to April 2023, the Social Insurance Bank (Sociale Verzekeringsbank – SVB) of the Netherlands conducted a pilot programme to address the underutilization of the AIO supplement among eligible households. This initiative aligned with the SVB’s crucial mission of providing citizens with social security.

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.

This project is an initiative of the health benefits division, with a view to ensuring the comprehensive health care of Social Security Institute of Guatemala (Instituto Guatemalteco de Seguridad Social – IGSS) employees.

The project aims to remove the stigma surrounding mental health and to address the main psychosocial risks among IGSS employees through the provision of ongoing training on topics related to mental health and psychosocial stress factors. It provides spaces for reflection and analysis on experiences and interpersonal relationships in the workplace.

The National Social Security Institute (Instituto Nacional do Seguro Social – INSS) through an ordinance of the Ministry of Social Security (MSS) of Brazil, changed the proof of life process for INSS’ beneficiaries. Since 1 January 2023, the insured person does not need to leave the house and prove that he is alive to continue receiving the benefit.

Panama’s Social Insurance Fund (Caja de Seguro Social – CSS) has launched a course on “Social security for all” and has made it available to the entire population of Panama.

The “Social security for all” (Seguridad social para todos) course is aimed at the institution’s employees and is in fact part of the induction process for new employees. However, everyone should understand social security because social security is a human right. Consequently, the institution’s challenge is to provide everyone with this knowledge.

A family leave reform was introduced in Finland in 2022. The aims of the reform included a more even distribution of family leave and childcare responsibilities between parents and better equality on the labour market. In support of these aims, we created an easy-to-use online calculator that parents can use to get an idea of the impact that sharing the family leave between parents is likely to have on the family’s income. Sharing the entitlement to family leave can often prove financially worthwhile.

Spain’s General Treasury of the Social Security (Tesorería General de la Seguridad Social – TGSS) remains committed to improving citizen services. It has therefore defined a new service model based on user experiences and the implementation of new technologies. Creating this model required an in-depth analysis of the service provided to citizens. We needed to establish a system to measure how often each channel is used, which are the most common requests, and assess which groups interact with the TGSS.

Members of the Social Security Institute of Guatemala (Instituto Guatemalteco de Seguridad Social – IGSS) who are entitled to benefits under the Sickness, Maternity and Accident Programme (Programa de Enfermedad, Maternidad y Accidentes) and on leave from work due to COVID-19 receive a subsidy payment to substitute the salary they would otherwise receive, proportional to the measures outlined in the corresponding regulations.

The DG Universal Health Insurance (DG UHI) established under the Social Security Institution (Sosyal Güvenlik Kurumu – SGK) of Türkiye develops policies and regulates the universal health insurance sector, which concerns almost the entire Turkish population.

Implementation of a 360º Vision in direct social security, which allows a single view of all relationship interactions and all individual processes of people and companies with social security.

This new relationship model streamlines and integrates, on a single platform, the various channels of interaction between citizens and companies with social security.

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.

Panama’s Social Insurance Fund (Caja de Seguro Social de Panamá – CSS) has put in place operational models that use and develop new communication technologies through mobile devices 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.

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.

The institution does not have any automatic mechanism to inform it of the death of a citizen outside of the country. This is why beneficiaries living outside of the country are obliged to submit proof of life in order to avoid the suspension of their benefit payments.

The Social Insurance Administration (Tryggingastofnun ríkisins –TR) Client Ombudsman of Iceland is a new position, which started at the end of 2022. The main role of the Client Ombudsman is to guide customers in the handling of cases at TR and to assist those who do not feel that they have received substantial consideration or solutions in accordance with the applicable laws and regulations.

As part of the process to develop the Retirement Savings System (SAR) for the benefit of working people, the general provisions to which Retirement Fund Administrators must adhere in relation to their outreach staff were modified in February 2022, creating the role of Pension Advisor. Their main objective will be to advise and manage procedures and services related to workers’ retirement savings accounts, in order to encourage account registration and promote voluntary savings.

Due to the armed conflict in Ukraine, the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych ‒ ZUS) of Poland has been obliged to provide financial support to refugees from Ukraine. This support is provided within the framework of government programmes: Good Start 300+; Family 500+; Family Care Capital; Co-financing of Nursery Fees.

The expected large number of benefit claims, the heavy burden of social responsibility, as well as the tight timetable to prepare for the processing of new claims, forced ZUS to take quick and efficient measures.

Publishing open data is an important practice to strengthen citizens’ trust in their institutions. It facilitates access to information and creates the necessary conditions to improve the quality of public services. In this context, social security institutions must ensure the reliability of data and provide accessible spaces to generate value for the public while also guaranteeing the confidentiality of personal data.

Until June 2023, it has only been possible to access in Iceland the Disability Card on the My pages of the Social Security Administration (Tryggingastofnun ríkisins – TR) and order a plastic card on TR’s website, but from June the card has also been accessible digitally on Ísland.is.

In the pursuit of its paperless policy, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) of Algeria re-engineered its electronic records management system using state-of-the-art technologies.

This new, modern, universal system has quickly become a cornerstone of digital transformation by interacting with all of the fund's legacy systems.

Nowadays, the state bodies of the Republic of Kazakhstan are simplifying methods of providing public services to the population in the field of social security by developing digitalization.

Recognizing the fact that the world is a global village, prioritizing our valued pensioners for whom we exist to serve and acknowledging the fact that they reside throughout the world, we aim to level the playing field for all. Coming out of COVID-19, its lockdown and limitation of access to several services the National Insurance Scheme (NIS) of the National Insurance Board (NIB) from Grenada has recognized the fact that this requirement can and will be difficult for people, especially if physical, medical, geographical, and other challenges exist.

Lack of protection leaves workers vulnerable to the vagaries of the labour market, undermines their rights and dignity, exacerbates poverty and inequality, and jeopardizes the implicit social contract of modern societies (ISO, 2019). As the world of work is evolving, shaped by global trends such as digitalization, automation and globalization, as well as socio-demographic changes, social protection systems need to adapt to changing contexts and demands (ISO, 2017).

Since 2022, medical reports for temporary disability at work, maternity, childcare, accidents at work and occupational diseases that are paid by social insurance, are no longer received over papers but are delivered through the electronic system E-Reports (e-RM), which interacts with the e-Albania government portal, offering a fast and secure way to exchange information.

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.

The National Social Security Authority (NSSA, hereafter the Authority) of Zimbabwe has launched internet kiosks at each of the regional offices spread across the country. The members and employers who do not have access to internet and gadgets that facilitate access to internet, can visit the offices and have access to the NSSA self-service portal.

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 good clinical practice of Hospital II Lima Norte Callao Luis Negreiros Vega – part of the Sabogal service network of Peru’s EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) – aimed to prevent respiratory and gastrointestinal diseases in hospitalized newborns.

To this end, we established an innovative model of care that disrupted the traditional neonatal-care model. Health professionals working in the neonatal unit were trained to promote exclusive breastfeeding and to ensure that colostrum was expressed within an hour of childbirth.

The URSSAF National Fund of France, in partnership with the health, family and retirement branches, organizes the detection of self-employed workers in fragile situations. In fact, the analysis of individual situations shows that the identification of vulnerability in one particular area can lead to the identification of other weaknesses or needs, which require an overall approach on a medical, economic and social level.

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.

The Greek social security institutions that were integrated into the Electronic National Social Security Fund (e-EFKA), bequeathed it, among other problems, with a plethora of issues related to “pending pensions”.

More specifically, the time required to examine the cases was too long, thus a large number of pending cases had been accumulated, and citizens’ communication with the competent services was quite difficult, while the Administration of e-EFKA faced difficulties in gathering the data for the optimum use of available resources.

In order to sustain a sufficient and independent social security programme, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés – CASNOS, hereafter the Fund) from Algeria has always been faced with the everlasting challenge of maintaining a positive balance, in the present and the future, between its expenses and its main income from contribution collection.

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).

Having easy access to accurate and up-to-date information on social security is important to all levels of government as well as the private sector and the media. The Social Insurance Institution (Kansaneläkelaitos) – Kela, as a key institution on social security in Finland, produces such information and wants to maximize its usability for interested parties. To achieve this strategic goal, a new web service, Kela’s Info Tray, was launched in September 2022.

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.

The main role of the Innovative Digital Factory (Fabrique Digitale Innovante – FDI) is to lead digital processes within the Central Fund of Social Agricultural Mutual Benefit Societies (Caisse centrale de la mutualité sociale agricole – CCMSA) network in France. It intervenes after the initial design processes or as soon as a need is identified relating to a particular area (health, family, retirement, corporate, etc.).

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.

In view of the pandemic and the closure of social security agencies, with the consequent stoppage of face-to-face assistance, mainly affecting medical expertise, the Federal Court of Accounts ordered the Ministry of Social Security (Ministério da Previdência – MTP), of Brazil to carry out the expertise through tele-medicine.

“Mi trabajo” (My work) is a service for mobile phones or devices that can be accessed through the “Mi Argentina” (My Argentina) app. Its aim is to provide employees with information on their current employment situation. Through the app, people in employment can learn whether they are being registered correctly.

The service also offers the possibility to file complaints with Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP) in the event that the employee user observes any irregularities.

The virtual web-based assistant of the IPS National Social Insurance Fund (IPS Caisse nationale de prévoyance sociale – IPS CNPS) was launched in May 2022. Available on the institution’s website for insured persons, whether employees, employers or self-employed workers, this assistant is the new on-demand advisor. In the space of a few clicks, it gives the insured person information on the modalities and payment of social security contributions and guides them through their claims and document requests.

The idea of setting up self-service areas in Pension Fund of Morocco (Caisse marocaine des retraites – CMR) receptions stems from a desire to offer users open access to the CMR’s digital services, while ensuring reception and orientation staff are on hand to provide support and guidance in their use.

This type of space offers a range of digital services, enabling users, for example, to access their data, monitor the status of their files, and editing or uploading requested documents.

Open Lab is an innovation space created by the Pension Fund of Morocco (Caisse marocaine des retraites – CMR), based on an ecosystem-oriented business model. It relies on the collective intelligence of participants (collaborators, users, partners and other stakeholders) to design and test innovative solutions to the “pain points” encountered by users and/or to develop new services or products, improve internal processes and implement new methodology.

In order to facilitate the management of social security cover for workers impacted by international professional mobility and to ensure compliance with the territoriality principle and the relevant exceptions, URSSAF National Fund (URSSAF Caisse nationale) has established a range of entirely digital services as part of its new responsibilities following a process of administrative reorganization. The service makes it possible in most cases to obtain a posted worker certificate (certificat de rattachement) instantly and securely.

Article 12 of Law No. 5508 on the Promotion, Protection of Maternity and Support for Breastfeeding establishes that maternity allowance should be paid to employed women by the social security scheme of Paraguay’s Social Insurance Institute (Instituto de Previsión Social – IPS). This amount is equivalent to 100 per cent of her salary at the time of delivery, and is paid for the prescribed months of rest. This used to be given to women in a single payment.

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 State Social Insurance Agency (SSIA) of Latvia has introduced a new e-service “SSIA information and services” (hereinafter dashboard) in August 2022, which is available on the unified state and local government service portal www.latvija.gov.lv.

With a view to increasing social security coverage among non-salaried workers and ensuring contributor loyalty, Algeria’s National Social Security Fund for Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) launched a portal centred on a workflow of human interaction, digital processes and technology.

The Ecuadorian Social Security Institute (Instituto Ecuatoriano de Seguridad Social – IESS) is the country’s largest social security institution, with 3,727,522 members. The institution makes use of face-to-face, telephone and digital channels, including Instagram, Facebook, email, telephone, an electronic booking system and Skype.

Quick Pension Guide (Snabbkoll på din pension) is a digital service on the Swedish Pensions Agency’s website that was launched in June 2022 to support individuals in the accumulation phase (people aged 26–54) to quickly and easily learn more about the old-age pension and make informed choices based on their situation.

85 percent of individuals who have completed the guide state that they will act based on the information they received, either implement a change or search for more information.

Efficient service delivery in the implementation of the National Health Insurance Scheme (NHIS) in Zambia calls for the speedy processing of claims from health care providers (HCPs) that have provided services to NHIS members and beneficiaries.

As part of the National Health Insurance Management Authority’s (NHIMA) service level agreements with HCPs, all approved claims for services rendered must be paid within 45 days. To enhance efficiency and reduce fraud in claims, NHIMA introduced the biometric claims management system called APACE.

The project is called Compilation of suggestions. It brings together all of the opinions, suggestions and comments given by users of the products and services of the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État − CNSSAP) of the Democratic Republic of the Congo (DRC) in a given period, as well as the improvements that have been made on the basis of this user feedback. It is shared with staff, members and other interested parties.

Mexico’s Retirement Savings System (Sistema de Ahorro para el Retiro – SAR) is an efficient way of financing pensions that ensure people can live a dignified life once they stop working. Social and economic protection in old age is a constitutional responsibility of the State, and this right must be supported by individualized, reliable, transparent and securely safeguarded records and information. In this way, it is possible to guarantee the person is able to fully exercise their social right.

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.

Ireland’s Budget 2022 included an announcement that those suffering from alopecia and cancer could avail of a 500 euros (EUR) grant towards the cost of a hair replacement product subject to meeting certain Pay Related Social Insurance (PRSI) criteria. Other changes to treatment benefit qualification were also announced with an implementation date of May 2022.

The Ecuadorian Social Security Institute (Instituto Ecuatoriano de Seguridad Social – IESS) has a total of 18,418 active Ecuadorian members living abroad, as of 31 December 2022. In order to enquire about or apply for benefits, they must log in to the IESS ICT system, using a username and password. If they don’t have access to the account password, members can request a password reset and a security code will be sent to the email address registered in the IESS system. A large percentage of members living abroad have forgotten their registered email address.

Pension refers to regular cash payments made to pensioners by the Social Security Institution (SGK) once every month. Central payments include payments other than pension. The purpose of this distinction is to eliminate the grievance caused by the waiting period between the monthly payment date and the monthly receipt date.

Central Payments include following items:

Crèches are the preferred form of childcare for young parents in France, but there is currently a shortage of places for young children, with a shortfall of around 200,000.

In the interaction with citizens, the National Office of Social Insurance (NOSI) of the Republic of Moldova, aiming to provide qualitative, innovative and modern public services, has implemented the governmental electronic payment service (MPay) – an efficient, reliable and modern software solution for the distribution of social benefit payments.

The MPay government e-payment service is used as a unique mechanism for the payment of social benefits and allows citizens to receive payments by any legally available payment method.

The Social Marine Institute (Instituto Social de la Marina – ISM) is the body that manages the Special Regime for Sea Workers (Régimen Especial de Trabajadores del Mar – REM) in the Federation of Administrative Bodies of Spanish Social Security (Federación de Entidades Gestoras de la Administración de la Seguridad Social Española – FEGASSE). It aims to meet the needs and expectations of the workers it protects. For this reason, efforts have been made to modernize and adapt its services to new technologies.

An electronic certificate (e-certificate) is a way for disabled people to get an assistive device (AD), which can be used in addition to existing support methods, i.e., in kind or with compensation paid for the rehabilitation product that a person has bought himself/herself.

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).

Teachers associated with Derrama Magisterial (DM) in Peru can benefit from a number of different services, including a credit service.

This credit service offers loans to teachers. In the past, to secure a loan, the contractual process required teachers to sign documents by hand to create a credit file. As a result of the COVID-19 pandemic, we had to find innovative ways to digitalize these contractual documents, which is why the digital file service was launched.

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.

In line with its mission and vision, Peru’s Derrama Magisterial (DM) is constantly striving to be the primary source of support for teachers in both their personal and professional lives.

Associated teachers make a monthly contribution that is deducted from their salary. This allows them to accumulate a pension pot that they will receive at the end of their working life. It also gives them access to monetary benefits in the event of retirement, total disability, or death.

The body’s poor assimilation of food leads to a pathological state known as malnutrition, which can take varying degrees of severity and have different clinical manifestations. It is considered a disease with high morbidity and mortality rates.

The project, “Care plan management for psychological illnesses following accidents” (Steuerung des Heilverfahrens bei psychischen Erkrankungen nach Unfällen), involves three components: the extension of case management to cover psychological disorders, the development of an e-learning seminar to train case workers, and the development and evaluation of a diagnostic algorithm. This comprehensive approach aims to bring about an overall improvement in the quality of care for patients who develop psychological disorders following a work accident.

As part of the process of becoming a flexible and digital organization, COLSUBSIDIO - Colombian Family Allowances Fund (COLSUBSIDIO - Caja Colombiana de Subsidio Familiar) implemented the digitalization of the social housing acquisition process, thereby improving the experience of beneficiaries and optimizing the time spent on the various stages. This is a strategy that contributes to reducing the carbon footprint by avoiding travel and using less paper.

The good clinical practice implemented at the Edgardo Rebagliati Martins National Hospital (Hospital Nacional Edgardo Rebagliati Martins – HNERM), part of Peru’s EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud), looked to prevent complications of infections in paediatric patients with onco-haematological diseases and febrile neutropenia.

The DOST-Index of the Agency for Sustainable and Operational Social Provision (DOST) of Azerbaijan is a comprehensive tool for assessing and benchmarking social services delivery performance across different factors by analyzing collected information from several sources and drawing out insights using time-tested analytic methods. Being an evaluation system, the DOST-Index is a model aimed at analyzing activities of back offices at the macro level and DOST centres at the micro level.

Those who do not have a workplace registration at the Social Security Institution (Sosyal Güvenlik Kurumu – SSI) and want to benefit from state aid, incentives or supports, will be able to get an “e-Government Application for Workplace Registration and Social Security Debt Status” document from the e-Government Application through the use of internal and external web services.

With the e-prescription in the Austrian Federation of Social Insurances (Dachverband der Österreichischen Sozialversicherungsträger – DSV), health insurance prescriptions for all insured persons are issued, filled and billed electronically. Because all the necessary information is available electronically in the pharmacy, paper is no longer necessary. This reduces the administrative workload for everyone involved.

By virtue of the amended legislation and new legislation enacted, the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych ‒ ZUS) has been obliged to handle a number of programmes to support families. These are the government programmes: Good Start 300+; Family 500+; Family Care Capital; Co-financing of Nursery Fees.

The huge, multi-million number of benefit claims, the heavy burden of social responsibility, as well as the tight timetable to prepare for the processing of new claims, forced ZUS to take quick and efficient measures.

As a result of the COVID-19 pandemic, Peru’s EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) was not able to provide patients with a single diagnosis of arterial hypertension with adequate check-ups due to the suspension of some services and the health regulations in place at the time. This led to an increase in hypertensive patients with diabetes mellitus (in 2020, there were 15 per cent more hypertensive patients with diabetes mellitus).

In accordance with our organization’s strategic plan to provide pensionable services that enrich the customer’s experience, the Abu Dhabi Pension Fund (the Fund) launched in 2018 an initiative to provide all the customers’ informational and transactional services on mobile application. In line with ISSA Guidelines on Service Quality, Guideline 7.

The e-card System modernization project aimed to enhance the Federation of Social Insurances (Dachverband der Österreichischen Sozialversicherungsträger – DSV) in Austria’s healthcare infrastructure, addressing challenges and preparing for future technologies.