Kela operates a total of 40 different benefit schemes. Clients file claims through a variety of channels. Additional documentation is often required to supplement a claim for benefit. We receive several million such documents on paper each year. 

Kela's strategy is to develop further our self-service offerings for clients. With the increase in online service, the amount of mail we send out has decreased significantly. Sixty percent of all claims are filed over the internet.

Although the National Pension and Occupational Risks Office for Civil Servants, Magistrates and Judicial Personnel (Office national des pensions et risques professionnels des fonctionnaires, des magistrats et des agents de l'ordre judiciaire (ONPR)) is a relatively young institution created in 2010, a system for improving services was established in January 2011 for members and beneficiaries in the following areas.

The Employee Suggestion System developed by the Social Security Institution (Sosyal Güvenlik Kurumu – SGK) in Turkïye is aimed to receive and effectively evaluate suggestions that will contribute to institutional development, based on the knowledge, skills and experience of the institutional staff. It is a system that includes receiving, evaluating, implementing and monitoring suggestions that increase the service efficiency, effectiveness and improvement of the personnel on matters related to the fields of activity of the institution.

The Institution has thus adopted an approach based on procedures, constant improvement and ensuring conformity with the requirements of our clients and with applicable norms.

To date we have achieved significant results in terms of:

Practical actions included the integrated reform of the existing counselling systems, the identification of priority customers using reasonable standards, and the case management of identified priority customers.

In terms of outcomes for one year, since its introduction, the number of personnel in charge of various return-to-work programmes increased to 3,285 in 2011, 297 per cent up against 828 in 2010, and the return-to-work rate of disabled workers increased to 70.4 per cent in 2011, 6.3 percentage points up against 64.1 per cent in 2010.

In amputation cases, besides losing the capacity of performing an activity normally exercised, there is the actual loss of a limb or body part. The use of a prosthesis or orthosis is crucial for the recovery of the work capacity.

The Plan is a major element in the SSO's strategy to deliver appropriate health care to the population at an affordable cost. The strategy includes promoting the health status of the labour force through an extensive educational programme for "special patients". These patients, suffering from special diseases such as thalassemia and renal disorders requiring dialysis, are vulnerable groups who pay for costly treatments out of pocket. The SSO has also improved prosthesis and orthosis services and introduced a home-visit scheme for the disabled insured.

Internal audit also offers assistance to top managers, allowing them to manage better their activities. The role of the internal auditor is to counsel the manager in the successive and practical approaches that have already been elaborated through analyses and evaluations and also to offer assurance on functionality of the financial system management and control.

Integrated service delivery has resulted in improved outcomes for Australians and more efficient and accessible services in a coordinated and simplified way. This has minimized the need for customers to repeat their story and improved the outcomes for individuals as their needs are considered in the services they are offered.

• The minimum amount of monthly dependants' benefit payable to dependants of a deceased insured person has been prescribed as 1,200 Indian Rupees (INR) a month.
• Long-term benefits (permanent disablement benefit and dependant's benefit) have been linked to the cost of living index.

It is well known how to manage our regulations, standards, and working guidelines, but:

How do we manage knowledge that is not captured in typical documentary form, but which we systematically need to perform our work?

How do we manage our notebook of “useful facts” which we use for our work?

How do we ensure maximum access to:

The Guinean National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) ensures social provision via four social security branches:

• old-age and survivors’ pensions and disability benefits;
• occupational accidents and disease;
• family benefits;
• sickness.

It also registers insured persons and collects social security contributions.

Recently, faced with a growing number of identity frauds, the CNSS has undertaken biometric identification using certain features that make a person unique.

The Dominican Republic’s Social Security Treasury (Tesorería de la Seguridad Social – TSS) has implemented a quality management system (QMS) based on the ISO 9001 international standard, which is a management tool based on the Deming Cycle and continuous improvement (plan-do-check-act). This helps in process planning, taking into account each of the inputs, outputs and needs. It also helps to standardize the execution of the activities involved, check whether what we are doing is in line with what was planned and implement the necessary improvements in a timely manner.

On the basis of enquiries by German and Swiss accident insurers that began in 2011 it had become clear that tampering with safety devices on machines in factories had become very widespread. A study carried out by the German Statutory Accident Insurance (DGUV) showed that 37 per cent of safety devices on metalworking machines had been tampered with. Safety devices that have been tampered with significantly increase the risk of using machinery and lead to severe occupational accidents with their attendant suffering and high costs.

In February 2011, the Japan Pension Service (JPS) launched "Nenkin Net", an internet service for its customers to use personal computers to access their pension information at any time 24 hours a day.

In subparagraph (c) of the first paragraph of Article 58 of the Turkish Social Security Institution (Sosyal Güvenlik Kurumu – SGK) Central Organization Working Regulation: “To collect, analyze and interpret information and data regarding the management of the Institution and the improvement of services and performance.”

In order to achieve the targets desired to be achieved in the provincial organization in line with its duty, it measures and reports the extent to which the determined performance targets have been achieved

Despite the major crisis that the Social Security Fund (SSF) of Libya is working in and the challenges it creates, we continue to perform our social obligation to the fullest in harmony with our mission towards society.

Our efforts are clearly reflected in consolidating the country and giving hope to all Libyans that there is a great opportunity to reunite again. Accordingly, a prime example is when we bring all parties to meet at the same table, despite their divergent political views.

This good practice deals with a statistical methodology in computer science to measure the workers welfare inside a company. We consider the company as a micro-society where wellness depends on both internal organizational factors and external factors related to work. We consider the working wellness as a multidimensional entity which can be interpreted through a set of indicators explored by the O.H.Q. (Organizational Health Questionnaire, 2002) questionnaire. A relational database and the SQL query language ensure portability and independence of the solution.

The Message Manual is a brochure, in both printed and digital format, where the majority, and the most important, of our messages to pensioners and pension savers are expressed in a simple way. The manual is a support for all who have direct customer contact, so we can ensure that our messages are common and uniform. The preparation process of the Message Manual is also an easy and practical way to agree internally on what messages we wish to communicate externally.