Recognized as a success story in the Digital Transformation Policy of the Brazilian State, “My INSS”, developed by DATAPREV - Social Security Information and Technology Enterprise (DATAPREV - Empresa de Tecnologia e Informações da Previdência Social), is an online, web and mobile platform, in which citizens have the possibility to access 90 services from the National Institute of Social Security (Instituto Nacional do Seguro Social − INSS) of Brazil.

For the past 10 years the Family Allowances Fund (Caisses d’allocations familiales (CAF)) have been developing and improving paperless services for internet users (caf.fr): on-line benefit applications, access to and monitoring of personal files, electronic mail, access to child-care facilities, entitlement simulation tools, service provider porting to smartphones and tablets, automation of information exchange with partners.

The most common complaint made by those insured by the National Social Insurance Fund (Caisse Nationale de Prévoyance Sociale – CNaPS) relates to the amount of social benefits granted: the amount of several benefits has been set as a standard amount such that any changes require the legal texts to be amended. Moreover, the conditions for obtaining old age insurance benefits no longer reflect today’s context, given the state of the labour market following the successive crises experienced by the country.

Automating the working relationship between health-care professionals involves eliminating the need for insured persons to visit the offices of the National Social Security Fund for Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés  ‒ CASNOS) to obtain approval by medical supervisors of prescribed medication, thereby improving relations with our partners by granting them access to the following services:

For insured persons:

In the course of its activities, the medical board of Côte d’Ivoire’s Social Insurance Institute – National Social Insurance Fund (Institution de prévoyance sociale – Caisse nationale de prévoyance sociale – IPS-CNPS) found itself facing a number of significant problems:

The General Organization for Social Insurance (GOSI) of Saudi Arabia has an important and critical objective regarding its operational excellence. One of the main aspects to achieve this objective is to manage the business processes within GOSI. To do so, GOSI launched in 2016 the initiative of business process management (BPM).

The Canada Pension Plan Service Improvement Strategy (CPP SIS), developed by the Employment and Social Development Canada (ESDC), was successfully concluded in 2022. The six-year strategy was designed to address service delivery challenges brought on by the increasing number of clients and evolving client expectations of government services.

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

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

The National Control and Reaction Center (Centro Nacional de Mando y Reacción – CENMAR)  for security in residential facilities for child welfare and development (Estancias de Bienestar y Desarrollo Infantil – EBDIs) is a monitoring system by video-surveillance interconnected via sensors by means of more than 8,700 devices, including intrusion, motion, temperature, smoke and gas sensors, the latter being the most important because once triggered, the gas supply is automatically shut off until the incident is resolved.

Medical check-ups must form part of the improved health care system with its mission of providing advice, analysis and monitoring.

The Housing Fund of the State Employees’ Social Security and Social Services Institute (Fondo de la Vivienda del Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – FOVISSSTE), in collaboration with the State Employees’ Social Security and Social Services Institute’s (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) “National Medical Center November 20”, promoted a pilot program to design an accessible, sustainable and quality housing prototype for people with different abilities.

The eKRUS is an IT system of the Agricultural Social Insurance Fund (Kasa Rolniczego Ubezpieczenia Społecznego – KRUS) of Poland made available to the public via the Internet, dedicated to people insured with KRUS: farmers, farmers’ spouses and household members subject to social or health insurance, and members of their families reported by KRUS to health insurance.

Most patients requiring Unrelated Bone Marrow Transplantation – UBMT (trasplante de médula ósea no emparentado – TMO-NE) through Peru’s Social Health Insurance Institute (Seguro Social de Salud – EsSalud) are being treated for leukaemia, and the majority of these are children.

As part of its policies to promote a social security institution that is more effective and efficient and closer to the people, allowing their quality of life to be improved, a strategy for multi-channel services has been drawn up with the aim of offering citizens different channels of customer service depending on their needs.

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

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

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

Internal staff training courses organized by the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) were centralized in Yaoundé, with some deployment at the level of the four regional headquarters. This compelled staff from external services to travel long distances and stay away from their duty stations and homes for several days or even weeks to attend these training courses. This model generated enormous costs for the organization in terms of travel, accommodation and subsistence.

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

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

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

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

This best practice made improvements to the curriculum offered to children of nursery (1 year 7 months to 2 years 11 months) and preschool (3 to 6 years) ages in centres for child well-being and development. A comprehensive curriculum was set up to develop knowledge and skills and thus lay the foundation for children’s working lives. The curriculum introduces children to information technology (IT) with fun activities enabling them to acquire skills using computers.

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

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

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

The mining sector is naturally hazardous and as such it poses significant danger to the health of workers through mineral dust exposure causing occupational lung conditions in extreme circumstances and excessive noise exposure predisposing workers to irreversible hearing impairment. To address this challenge the National Social Security Authority (NSSA) of Zimbabwe through its Occupational Safety and Health Division procured mobile clinic in September 2016.

Since the reorganization of the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) in 2011, which placed the client at the forefront of its concerns, the Fund’s “client relationship” has changed considerably, in particular owing to the introduction and use of a marketing and multichannel approach.

In 2016, the CMR witnessed:

Collection of contributions that finance social insurance benefits is one of the basic tasks of the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych − ZUS). Due to financial problems of payers resulting from economic turmoil, pandemics and natural disasters, the reliefs and remissions accompanying the process of collecting contributions have become particularly important in recent years. Forced recovery of debts is very costly for debtors and can result in bankruptcy. ZUS also recovers unduly paid benefits e.g. to non-eligible persons.

The Historical Reparation for Retirees and Pensioners Act (Ley de Reparación Histórica para Jubilados y Pensionados) of June 2016 provides for the current pension benefits of retirees and pensioners to be fully recalculated and where the discrepancies are in the beneficiaries’ favour, settlement offers are offered and which are then subject to judiciary approval to avoid future litigation.

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

The portal was generated in order to provide, in a single location accessible in a secure manner (user ID and password), a range of information for various groups wanting to exchange data with the Bank Employees’ Pension Fund (Caja de Jubilaciones y Pensiones Bancarias – CJPB), namely:

The Fiji National Provident Fund (FNPF) is a defined contribution fund that provides superannuation services to its members. With the vision “Securing Your Future”, the FNPF strives to understand its customers, offer quality services and ensure sustainable returns for a meaningful retirement. The membership base of the FNPF is 417,886 which accounts for 47 per cent of the population of Fiji.

The Process of managing pregnancy and post-pregnancy (Gestion de la Embarazada y Puérpera – GEyP) standardizes care for pregnant women in the Red Asistencial Juliaca (RAJUL) healthcare network of the EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud). It judiciously incorporates institutional standards for pregnancy with medical advances as of December 2019 and adds a dynamic administrative process. Everything is contained in a graphic presentation that lays out tasks and functions in accordance with the pregnancy timeline.

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

For some years now, digitization has formed part of Djibouti’s strategic plan so that it keeps pace with the rest of the world. As such, the country’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) has launched a number of computerization projects to enable it to provide, both now and in the future, a high-quality service to its various internal and external stakeholders in line with the population’s needs and expectations. Through these ambitious projects, the CNSS has succeeded in modernizing its tools of work.

By virtue of Law No. 16/009 of 15 July 2016, setting out the rules relating to the general social security scheme, the National Social Security Institute (Institut national de sécurité sociale – INSS) of the Democratic Republic of the Congo (DRC), subsequently the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) as from 15 July 2018, has undergone its first extensive reform since its creation in 1961.

Believing in the importance of research, the General Organization for Social Insurance (GOSI) of Saudi Arabia launched a project to establish a framework for research policy and identify research priorities.

In 2012, discussions on introducing a basic pension system began in earnest and in September 2013, the Republic of Korea government announced a basic pension system plan.

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

June 2015: after taking up the post of Director of Foreign Travel at the Social Health Insurance Institute (Seguro Social de Salud – EsSalud), I had the following experience: a patient had come back from a foreign country after spending a month there and I decided to go with him to his first check-up in Peru. The attending doctor looked at me and asked “What do you want me to do with this patient? He has had a type of treatment that we don’t use in this country and I’m not familiar with it.

The National Social Security Fund (NSSF) would like to provide all its members effective social risk management solutions. Members should trust that the Fund delivers what it promises. The Fund has faced accusations that qualifying members are not paid their savings when they are due. It was also reported that most members use up all their savings within 48 months after payment.

The Fund developed a public tactical campaign that sought to show that:

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

The use of optical fibre connections provided by local telecommunication operator caused some problems with the internal transmission of data due to technical failures resulting from the saturation of the network and frequent network outages, and has affected the coverage of different locations.

The scholarship service is intended to comprehensively intervene in the education of our members by providing them with an amount of money every month.

The scholarships cover secondary, tertiary and university levels, and are awarded through contests.