ISSA Webinar: Framework on behavioural insights

12 November 2021 | Virtual

ISSA Webinar: Framework on behavioural insights

12 November 2021 | Virtual

Friday, 12 November 2021, 12:30–14:00 (UTC/GMT+1 or CET)

Languages: Simultaneous interpretation in English, French and Spanish (Simultaneous interpretation available using the Zoom App only)

Webinar organized in collaboration with the Technical Commission on Organization, Management and Innovation.

Behavioural insights (BI) are a powerful new set of tools that enables social security institutions to take a fresh perspective and design innovative approaches to long-standing challenges in coverage extension, contribution compliance, the prudent availment of benefits, the prevention of fraud and evasion, to mention a few.

While a number of BI frameworks are available in the literature, the suggested framework developed by the International Social Security Association (ISSA) is tailored to social security administration. The ISSA framework on behavioural insights aims to support the efforts of member organizations that are building their capacities in the use of behavioural tools to improve social security outcomes. It builds on the institution’s maturity and business capabilities as well as on the recommendations of the ISSA Guidelines including those on Good Governance, Service Quality and Information and Communication Technology.

The webinar will present the ISSA framework on behavioural insights and its main features.

Good governance and ethics are at the heart of the ISSA BI framework. It consists of an iterative set of four main stages, divided into six parts. Continuous monitoring is an additional stage to ensure the effectiveness of behavioural interventions on an on-going basis.


Malek Ladki Malek Ladki, Consultant, Tactus Consulting, Inc., Canada
Sartika Kooshanafiah Sartika Kooshanafiah, Assistant Deputy Director, Strategic Planning for Social Security Research and Development, National Social Security Administering Body for Employment (BPJS Ketenagakerjaan), Indonesia
Jeffrey Png Jeffrey Png, Director, Service & Learning Excellence, Central Provident Fund Board (CPFB), Singapore

This webinar will examine the following questions:

  • What are the main features of the ISSA framework on behavioural insights?
  • How does the ISSA framework on behavioural insights compare with other behavioural insights available in the literature?
  • Are there evidence that behavioural insights do improve social security outcomes?
  • What are the key factors to consider in designing policy interventions based on behavioural insights?


  • Welcome by Marcelo Abi-Ramia Caetano, Secretary General, ISSA
  • Technical introduction by the ISSA
  • Presentation of the ISSA framework on behavioural insights by Malek Ladki
  • Case experience of BPJS Ketenagakerjaan, Indonesia
  • Case experience of CPFB, Singapore
  • Q&A – Discussion
  • Conclusions
Maribel D. Ortiz Moderated by Maribel D. Ortiz, Senior Officer in Social Security, ISSA

Practical information

The webinar is open to delegates of ISSA member organizations and invited institutions without registration fees.