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.

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).

Well-being is at the heart of Colombia’s COMPENSAR - Family Allowances Fund (COMPENSAR - Caja de Compensación Familiar). This has been a process of evolution, complemented by Amartya Sen’s theory that “you can understand a person’s well-being by analysing the quality of their life, which can be considered as a set of interrelated “functionings”, consisting of states and actions”.

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.

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 economic, social and health emergency caused by the COVID-19 pandemic resulted in compulsory isolation as a preventive measure to stop the disease spreading among the population, with special emphasis on protecting older adults as the most vulnerable group.

The Colombian Pension Administrator (Administradora Colombiana de

Health is a fundamental right in Colombia. However, there are certain segments of the population that because they live in geographically remote regions, have difficulties accessing health services in areas such as prevention, treatment and sourcing quality medicines. In general, the country’s health and medicine-dispensation services are located in the municipal capitals, which can be hard for rural dwellers to reach.

For more than 18 years, the COLSUBSIDIO - Colombian Family Allowances Fund (COLSUBSIDIO - Caja Colombiana de Subsidio Familiar) has been running educational and cultural programmes to support the comprehensive development of children and young people in rural and urban areas, helping to close social gaps.

The Colombian Pension Administrator (Administradora Colombiana de Pensiones – Colpensiones) created a well-being model as part of its “value-added services” macro-process value chain. This model promotes a range of actions aimed at pensioners and beneficiaries of the Periodic Financial Benefits (Beneficios Económicos Periódicos – BEPS) programme, with a view to improving their well-being and quality of life. The model launched in 2019 with a portfolio of 12 products and programmes to be implemented.

The Colombian Pension Administrator (Administradora Colombiana de

COLSUBSIDIO - Colombian Family Allowances Fund (Caja Colombiana de Subsidio Familiar) designs and develops its programmes with a focus on inclusion, ensuring that everybody has the same opportunities regardless of age, gender, race, religion or disability.

The COLSUBSIDIO - Colombian Family Allowances Fund (COLSUBSIDIO - Caja Colombiana de Subsidio Familiar) is continuing its transformation to become a more streamlined and digital organization. It is developing initiatives to successfully implement new ways of working that are more operationally efficient, as well as to consolidate and scale the process automation plan, helping the organization adapt to the demands of the market and the needs of users.

In Colombia, 47.9 per cent of workers are employed informally and almost half of them earn less than the minimum wage, which is an obstacle to them making social security contributions. The national government has focussed on the Orange Economy, in which workers in the creative industries generate income based on intellectual property. Incomes, however, are predominantly low and employment is occasional, making this a vulnerable sector.

Unemployment, informal employment and low pension coverage have been recurrent problems in Colombia. According to a study carried out in 2023 by Colombia’s National Statistics Institute (Departamento Administrativo Nacional de Estadística – DANE, 2023), some 57.9 per cent of the country’s population is in informal employment, and a little over half of these people earn less than the minimum wage.

Inspired by its compromise with social transformation, Compensar designed and implemented on its own initiative a pioneering model of participation in social housing (Intervención en Vivienda de Interés Social (VIS)), aimed at building communities beyond housing delivery.

By means of a coaching process, the new families of VIS projects led by Compensar develop social and civic skills that stimulate the sense of community ownership. It also improves their quality of life, ensuring communal life, training leaders and creating opportunities for integral growth.

A model based on flexible, pyramidal modules proved its worth and enabled us to respond to the expectations of the participants and minimize drop-outs.

The achievements and results obtained met the expectations of our partner, i.e. the Supreme Council, which enhanced our credibility and their confidence in the intervention of COLSUBSIDIO and enabled us to extend the agreement so that beneficiaries could complete their technical training; this means the continuation of the project in the long term and increases the chances of employment and integration in the world of work.

In 2008, it adopted a new administrative structure, with what were previously termed areas becoming processes and with a progression from an organization based on functions to one of confluent processes, cycles and intervention areas.

The functions do not change, but new forms of internal and external interaction are being structured.

Tools exist which can be combined to produce strategic information for both client service and operational sectors. It is clients who can best indicate their needs and expectations to the service, and they are rarely unreasonable; they are the best guides for the introduction of an efficient system of continual improvement.

PRISMA is responsible for knowledge management, providing support for staff in their role as in-house instructors; it uses a constructivist approach which emphasizes the value of participation in the collective construction of a knowledge base; it includes strategic allies as well as staff; and makes a substantial contribution to the achievement of objectives, the strengthening of organizational culture, the development of skills and improvement of the working atmosphere.

Its scope is currently being further extended through e-learning and the creation of an on-line library.

The development and implementation of the Customer Experience Centre involved a previous project (from 2012 to 2014). Since January 2015, the Family Allowances Fund launched a new project that focuses on the client’s emotions and experience when interacting with service providers.