In Argentina, Decree No. 90 of 23 February 2023 amends Law No. 26,844, which establishes the Special Employment Contract Scheme for Domestic Workers (Régimen Especial de Contrato de Trabajo para el Personal de Casas Particulares), and Law No. 24013 (Employment Act), to grant unemployment insurance and access to family allowance benefits for domestic workers.

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.

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 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.

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.

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 the

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.

The Single Reimbursement System (Sistema Único de Reintegros – SUR) was created in 2012 with the introduction of Resolution 1200/201. It aimed to handle requests from health-related social security organizations efficiently and in a timely manner, partially compensating the payment of benefits with high economic impact or that cover chronic diseases.

Due to administrative and legal security requirements, official documents have always had to be signed physically by hand by the public officials authorising them. Until a few years ago it was unthinkable for a document to be certified, finalized and enforceable if this process was not done physically.

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.

There is a growing expectation from members and beneficiaries for social security processes to be delivered in a standardized and timely way, both in normal circumstances and during disruptive and extreme situations, as shown by the recent COVID-19 pandemic.

The Employment Registered Online (Trabajo Registrado en Línea – TRL) system is a computer tool developed to facilitate auditing tasks; it is installed on certain mobile devices (tablets), enabling real-time customization for the employees questioned and digitally submitting documentation on the surveys conducted.

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.

Institutions are being transformed thanks to the integration of new technologies. This vision represents a corporate change with a social impact, reducing costs, simplifying processes and procedures, and raising awareness of the importance and benefits of this transformation.

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.

In Chile, over 300,000 people currently work as deliverers for digital platforms, known as deliverys or riders. This new way of working poses new challenges related to the protection of this group of workers, as they generally operate in precarious conditions and the level of occupational risk they are exposed to is quite high.

Thanks to the use of the Single Digital Health Record (Expediente Digital Único en Salud – EDUS) in health facilities, the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) has managed to gather a wealth of highly relevant data. Using data science and data mining, this data can be transformed into information that gives valuable input for decision-making. We can use it to assess potential disease incidence, based on a reliable and timely process, which helps to identify how public budgets can be best used.

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.

Mexico’s National Commission of the Retirement Savings System (Comisión Nacional del Sistema de Ahorro para el Retiro – CONSAR) aims to transform the Retirement Savings System (Sistema de Ahorro para el Retiro – SAR) to put workers at the heart of decision-making.

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.

Costa Rica’s Pension and Retirement Board of the National Teachers’ Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA) runs the Collective Capitalization System (Régimen de Capitalización Colectiva – RCC), exclusively for the education sector. To ensure the actuarial sustainability of the system, it invests the financial resources contributed by members in various alternative investments.

The Colombian Pension Administrator (Administradora Colombiana de Pensiones – Colpensiones), a specialized State financial institution linked to the Ministry of Work, is responsible for providing the entitlements and benefits established by the overall social security system.

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 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 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.

Peru’s Derrama Magisterial (DM) was created to provide social benefits to teachers in Peru. Teachers are at the core of everything the DM does, and since it was founded, the organization has aspired to provide ongoing excellent services to teachers, in compliance with its mission and vision.

Teachers are constantly looking for streamlined services that can be accessed wherever they are and whenever they need them. The COVID-19 pandemic prompted the DM to deploy a set of initiatives that would enable it to meet teachers’ needs with the support of new technology.

In June 2022, the Salvadoran Social Security Institute (Instituto Salvadoreño del Seguro Social – ISSS) in El Salvador put new technological solutions in place to improve its health-care services. Three electronic kiosks for confirming medical appointments were installed in the Consultorio de Especialidades (Specialist Clinic), the first working prototypes of a device that aims to support health centres’ processes.

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.

The Colombian Pension Administrator (Administradora Colombiana de Pensiones – Colpensiones) carried out a study with the support of academics and international experts, looking to build closer and more direct relationships with older people and develop a deeper understanding of their needs. In addition, the study looked to assess the economic dynamics of the different resources and income sources of the silver market, which represents an estimated 12 per cent of the country’s Gross Domestic Product (GDP).

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.

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.

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 National Social Security Institute (Instituto Nacional do Seguro Social − INSS) of Brazil has offered a web platform which will facilitate the effective application of social security and welfare regulations, and promote social inclusion.

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.

It is necessary to strengthen HIV prevention measures through the use of pre-exposure prophylaxis (PrEP) and post-exposure prophylaxis (PEP). Since the year 2021, the use of PrEP has been initiated nationwide in Mexican Social Security Institute (Instituto Mexicano del Seguro Social ‒ IMSS), being the first institutional initiative in our country. At the last cut-off, there were 2130 people in treatment with Emtricitabine/Tenofovir distributed throughout the national territory, although most of them are in Mexico City and suburban areas.

The Healthy Finances Programme of Costa Rica’s Pension and Retirement Board of the National Teachers' Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA) is an initiative that allows participating members to improve their knowledge on how to comprehensively handle their finances, addressing each of the different dimensions of human behaviour.  This programme offers emotional and financial tools that positively impact members’ quality of life.

The JUPEMA Entrepreneurship (JUPEMA Emprende) programme is a service provided by Costa Rica’s Pension and Retirement Board of the National Teachers’ Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA). It was started at the end of 2022, with the philosophy of providing resources for entrepreneurship training and consultation to our members. Its aim is to improve the intellectual, emotional and material skills of participants, positively impacting their quality of life on the basis of the principles and values of the social and solidarity economy.

In Argentina, joint trade union–employer agreements (Convenios de Corresponsabilidad Gremial – CCG) encourage the formalization of employment relationships, primarily in rural areas. They are agreements between workers’ representative bodies with trade union status and employers, which aim to facilitate social security access for workers and their families.

The Institutional Digital Medical Imaging Network (Red Digital Institucional de Imágenes Médicas – REDIMED) project consists of providing the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) with a comprehensive digital imaging solution that offers institutional coverage and will improve response time, diagnosis and quality of patient care. We also look to add value to the Single Digital Health Record (Expediente Digital Único en Salud – EDUS) by integrating the two solutions.

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.

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 Health Care Administration and Management Platform (Ambiente para la Administración y Manejo de Atenciones en Salud – AAMATES) of Mexico’s State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) is a sectoral initiative run jointly by the National Digital Strategy Committee (Coordinación de Estrategia Digital Nacional) and the Ministry of Health that is aimed at standardizing clinical processes in medical units at the primary care level at the national level, which mak

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.

Crises and extreme events may strain the capacity to communicate records of medical leave to subsidiary cash benefit units. The pandemic has demonstrated the need to systematize procedures that have traditionally been carried out manually, which would provide significant benefits by making processes faster and more efficient, avoid the need for users to visit administrative offices, thereby avoiding expenditure, risks and outbreaks, and reduce spending on institutional resources.

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.

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.

The ACCION digital inspection report (Acta de Inspección Digital – ACCION) is an IT tool that enables the digital and automated management of a massive, centralized audit procedure, based on surveys of irregular employment relationships conducted by control bodies such as Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP) and Ministry of Labour, Employment and Social Security (Ministerio de Trabajo, Empleo y Seguridad Social – MTEySS).

The Single Digital Record (Acta Digital Única – ADU) of Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) is a public instrument for ensuring that inspections comply with standards on the prevention of occupational risks in employer establishments. These inspections are carried out by over 100 SRT inspectors and 470 inspectors from the Local Labour Administrators (Administradoras de Trabajo Local – ATL) from the provincial jurisdictions.

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 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).

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.

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.

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.

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).

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).

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), through its National Office of Mental Health (Jefatura Nacional de Salud Mental), prioritizes the implementation of the guidelines set out in the Comprehensive Mental Health Programme (Programa Integral de Salud Mental), as approved by the Board of Directors on 25 March 2021, in order to strengthen the holistic, biopsychosocial care of its users.

The Derrama Magisterial Digital Library – CRISOL is a service that Peru’s Derrama Magisterial (DM) has made available to associated teachers, in collaboration with Librerías CRISOL
(a distinguished and recognized bookstore chain that offers a wide and varied range of cultural entertainment and the best level of service in the Peruvian market at national level). This is part of the ongoing efforts to improve the focus on teachers and identify and satisfy their needs.

Since 2021, Peru’s Derrama Magisterial (DM) has been implementing a virtual legal advice service for teachers working in educational institutions nationwide, designed to be provided free of charge.

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.

With the publication of the agreement establishing the provisions and administrative manual on the widespread implementation of internal controls, the most recent version of which was published on 5 September 2018, the Public Services Secretariat (Secretaría de la Función Pública) established criteria on internal controls, which must be observed in areas covered by the Federal Public Administration (Administración Pública Federal).

Disseminating information on the Occupational Risk System and interacting with relevant stakeholders are two key functions of Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT).

Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) has a customer service unit that provides face-to-face, telephone and online assistance on behalf of all the organization’s departments and units. This unit is responsible for answering and handling queries and claims received through a number of established channels. It also gives advice on issues related to the Occupational Risk System and the management of the Medical Commissions, helping citizens to initiate procedures within the SRT, among other things.

Since 2020, Costa Rica’s economy has been seriously affected by the COVID-19 pandemic, with the resultant drop in household income generating other financial needs. For this reason, the Pension and Retirement Board of the National Teachers’ Union (Junta de Pensiones y Jubilaciones del Magisterio Nacional – JUPEMA) has developed a credit line to purchase debts at very favourable conditions.

The need to care for older patients with chronic illnesses in a more human-centred and effective way inspired this good clinical practice at the Almanzor Aguinaga Asenjo National Hospital (Hospital Nacional Almanzor Aguinaga Asenjo), which is part of the Lambayeque Health Care Network (Red Prestacional Lambayeque) and Peru’s EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud).

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.

Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) offers training on occupational risk prevention and the functioning of the Occupational Risk System. This training is available for workers, employers, public and private bodies, trade unions and trade associations and all levels of educational establishments, as well as any other social actor that needs this service.

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.

Good practice in health – service quality.

As health-care systems have evolved to become more complex and due to the resultant increase in patients coming to harm in health care settings, patient safety has emerged as a health-care discipline.

The application of Decree-Law 56 from 13 October 2021 regulates and expands the rights of mothers working in the public sector and grants the same rights to mothers working in the private sector. This includes independent workers, members of non-agricultural cooperatives and employees of private micro-, small- and medium-sized enterprises who are not subject to the general social security regime or any special regime, members of agricultural cooperatives, land users, creators, artists, technicians and support staff.

For an employee to receive financial benefits from the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS), their employer needs to have correctly registered them with the IMSS and they have to be paying contributions based on their actual salary. If this is not the case, their social security rights are affected and if they do not accumulate the required number of weeks of contributions, they may not meet the requirements to receive their pension.

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.

As part of the efforts to modernize processes, measures must be put in place to analyse and respond to the needs of the Social Security Institute of Guatemala (Instituto Guatemalteco de Seguridad Social – IGSS), supported by objective procedures. In order to update the Institutional Medicines Register, health technology assessments have been used as a methodology to ensure informed decision-making. These assessments bring together demographic, scientific and financial variables that together are used to make objective decisions around health care coverage.

The Actuarial Advisory Office (Asesoría Actuarial) of the Social Insurance Institute (Instituto de Previsión Social – IPS) carried out an actuarial valuation of the Common Retirement and Pension Fund (Fondo Común de Jubilaciones y Pensiones). The valuation looks to comply with international best practices and observe the guidelines and standards of the International Standards of Actuarial Practice 2 (ISAP 2), and the ISSA-ILO Guidelines on Actuarial Work for Social Security, with technical support from the International Labour Organization (ILO).

The aim is to promote social security culture in Peru, with a comprehensive strategy to reach different target audiences, such as children, adolescents, young people and adults, through different content that is hosted on different sections of the ONP Cultura landing page, set up and managed by the Pension Standardization Office (Oficina de Normalización Previsional – ONP), seeking to help citizens internalize knowledge and behaviour related to social security.

In view of the declaration of the coronavirus pandemic by the World Health Organization (WHO) and the national emergency declared by Peru, the EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) proposed rapid responses to tackle the challenge of insufficient hospital infrastructure in order to protect lives and offer healthcare services during a health emergency.

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 EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) of Peru is a critical actor with regard to the COVID-19 pandemic, as it watches over the well-being of nearly 12 million insured persons. The information produced by the recently created Business Intelligence and Data Analytics Unit (Unidad de Inteligencia y Análisis de Datos – UIAD) has underpinned the strategic, tactical and operational decisions of EsSalud’s senior management and other entities, as well as other aspects of the institutional response to the health emergency.

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 information technology (IT) service of the Social Insurance Bank (Banco de Previsión Social – BPS) of Uruguay has developed a robot – its aim is to automate, speed up and enhance the efficiency of processes for receiving requests for help, with regard to IT issues and/or citizen applications concerning benefits at moments when the institute’s call centre is experiencing high demand or is overwhelmed (i.e. the current pandemic, tax responsibilities falling due or the issuance of new benefits, etc.).

In March 2020, the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS) consolidated an innovative automated tool for tracking the spread of the COVID-19 pandemic among the population and the relevant care provided in the CCSS’s health establishments.

Intelligent health analytics solutions were developed for the clinical and administrative management of services, with timely, high-quality information in means accessible by decision-makers, thereby boosting the effectiveness of the management of the pandemic and other pathologies.

With a view to determining the results of the alignment and performance of the Strategic Institutional Plan (Plan Estratégico Institucional – PEI) of the Social Insurance Fund of Costa Rica (Caja Costarricense de Seguro Social – CCSS), the annual evaluation for 2019 was conducted as a learning process and for the continuous improvement of management.