Contributions online is a real-time online system enabling workers to access data on the contributions made by their employer to all branches of social security, through a single and intuitive interface and in a simple and easily accessible manner.

The response capabilities of the National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés (CNAS)) in the area of prevention of occupational accidents and diseases is based mainly on a knowledge of the world of work and the risks likely to affect workers.

The objective of the program is to work to ensure that indigenous people and vulnerable rural communities of our country fully enjoy and exercise their social security rights from an integrated perspective, through institutional action that ensures access to the National Social Security Administration (Administración Nacional de la Seguridad Social – ANSES) benefits without discrimination and respecting their culture and socio-economic characteristics.

In December 2009, ZUS customer service standards and procedures were elaborated, together with their implementation timetable. Those standards and procedures were refined in subsequent years.

Until recently structural and functional-oriented therapy approaches were the main ones to figure among the established procedures for medical rehabilitation. Occupational and activity-oriented treatment approaches had previously been under-represented.

The high rate of pregnancies, abortions and sexually transmitted diseases has become a public health problem.

11 - 16 is the most vulnerable age group, facing high risks of aggression, ill-treatment and rape because of its naivety and lack of knowledge.

Education is a human right at all ages and represents an inescapable obligation for the state.

It is a priority task for public policies which guarantees equality and social inclusion as well as an indispensable requirement for well-being.

For this purpose it was necessary to develop a working environment that placed all available technological means within the reach of the organization in order to improve the discharge of its role in serving the common good.

Development of the various management tools using electronic procedures was accompanied by adjustments to document procedures to ensure that they were based on the same management logic.

The Programme for Paediatric Cardio-vascular Surgery, which includes a Programme for Interventional Catheterization Program and the Treatment of Arrhythmias was established as a response to this problem.

Implementation of this initiative was based on collaboration between Cooperative teams from the United States and the Consortium known as the World Pediatric Project, which has its headquarters in Richmond Virginia.

Associated Universities and Hospitals:

This system, which was coordinated with the National Disability Secretariat (SENADIS), consists of a web form which can be accessed via our web site www.css.gob.pa, which in turn has a direct link with our medical appointments service; the latter was specially set up to respond to this type of request, its objective being to implement good practices which will enable timely treatment for this important group within the Panamanian population.

The work organisation was restructured, a technological solution was established, a virtual office linking all teams at several sites was created and the administrative structure was redesigned. Performance indicators showed that results quickly exceeded expectations. In 2008, there were 9,518 applications waiting to be processed. That number fell to 3,600 in 2012, for a 60 percent reduction. The average time required to process applications for review declined from 85.9 days in 2008 to 44 in 2012.

The DRL has acquired new tools to implement its vision, which is "to be an innovative leader by maintaining a commitment to improved client services provided by qualified personnel." To ensure the proper balance between quality and quantity of work, ensure the sustainability of its methods and minimize the loss of expertise that occurs when employees retire, the DRL designed, developed and deployed the following products in its local offices:

The MPSG is a form of on-site supervision of the quality and safety of the crèches exercised by parents themselves. It is transparent and rigorous, since it is based on a random selection process. The Mexican Branch of Transparency International validates the procedures and the Mexican Social Security Institute (IMSS) implements recommendations for improvement.

Taking its beneficiary profile into account (48 per cent with computers and internet, 51.2 per cent with a high level of education - degree and post-graduate - and an aging population with a high demand concerning chronic degenerative diseases, the ISSSTE has responded to this situation with the development of an Internet-based electronic educational platform ("PrevenISSSTE close to you) which concentrates on health prevention and promotion to foster the empowerment of its beneficiaries.

The new system, now in its third edition with the notice published in December 2012, foresees the co-funding by INAIL, up to 50 per cent, of investments made by companies for structural interventions (e.g. factory renovations, buying machinery) or adoption of organizational models of safety management or social responsibility, aimed at improving health and safety levels, beyond the ones prescribed by law.

The social workers from this Executive Management Unit identified the special beneficiary as the major claimant for daily assistance in social security agencies (APS) of rural areas, highlighting the need to organize projects in line with the reality of the Amazon region, plan of action of the proposal.

This scheme was reinforced in 2009 to assist enterprises and reduce layoffs during the crisis:

• access was extended to all workers including office (white collar) workers, temporary staff and agency workers;
• the amount of the partial unemployment benefits was significantly increased;
• partially unemployed workers were allowed to undertake training.

a) Web system

In 2010, social security policy was reviewed to include the requirement to extend coverage to over 70 per cent of the working population by 2015. The Rwanda Social Security Board (RSSB) reviewed and examined strategies on how to extend coverage to the informal sector. These strategies included establishing joint working partnerships with key institutions dealing with the informal sector, designing benefit packages that are attractive to the informal sector, simplifying administrative procedures to reduce compliance costs and strengthening decentralization of services among others.

Therefore, the Korea Worker's Compensation and Welfare Service (COMWEL), a public institution, decided to create the "Public Retirement Pension Service" to close the gap in the autonomous market economy and reduce the social cost caused by income poverty in retirement. We constructed a customized overall process for small companies: simplicity of introduction and management, a wide scope of retirement pension education and public relations, and low charges.

An eligible member has to submit all required information to enable their benefits to be processed. However, even after receiving all the required information, it took the NSSF an average of 105 days to pay the member. This high turnaround time to pay benefits led to a distrust of the NSSF and tarnished its image.

ICT has been used to improve compliance, and to implement on-line registration of employers and employees, and make benefit payments.
Forms and the procedure for benefit rate calculations have been simplified.

The new systems and procedures resulted in savings of about 25 per cent of Branch Office staff which could be utilized in other information and communication technology (ICT) related work during its transition phase.

Placing special focus on the provision of eServices, GOSI is always aiming for more efficiency and effectiveness and is constantly targeting higher levels of satisfaction experienced by all relevant parties.

Issues such as the increase in health-care costs arising from demographic changes, inequities in health, innovation of medical technology and drugs, and epidemiological developments need to be addressed. Increased efforts are required to make better use of limited resources to increase the efficiency of the health-care system and improve value for money in terms of health outcomes, quality and consumer satisfaction.

A holistic and systemic approach is used to deal with such risks. This approach consists of the following components:

The Employees' State Insurance Corporation (ESIC) undertook a number of actions which led to the following measures being introduced to extend coverage:

As retirees with low retirement pensions represent the majority of the total number of retirees, the main objective was to extend the umbrella of social security to ensure a decent life for all retirees with an annual pension increase capped at 20 Jordanian dinars (JOD). The limit on the pension increase is endorsed to reduce the gap between high and low retirement pensions.

The digitization project implemented in July 2011 has successfully transformed how we manage Work and Income's client information. The amount of information we keep has reduced and we now electronically manage how information is stored and retrieved. Staff can view scanned documents immediately from any location through the client management system, improving our service to our clients. With no need for paper files we are seeing significant savings in filing costs and associated staff time.

The aim of this system, the Sistema de Mantenimiento a Equipo Médico [SMEM or Medical Equipment Maintenance System], is to make administrative management more efficient by maintaining centralised medical care equipment ready to carry out diagnoses and treatments.

As part of its strategy to improve service quality and simplify declaration procedures, the National Fund for Paid Leave and Weather-related Layoffs in the Construction, Public Works and Hydraulics Industries (Caisse nationale des congés payés et du chômage intempéries des secteurs du bâtiment, des travaux publics et de l'hydraulique (CACOBATPH)) has implemented an electronic declaration system enabling users to make all their declarations online (via a portal):

This "anywhere, anytime" access allows them to take action, report their activities and follow the instructions and recommendations issued by the Director-General at the institution's steering committee meetings known as the "Monday Conferences" on a personalized checklist. Checklist entries are recorded.

It targets jobseekers under 26 years of age with at most a secondary education certificate who have been unemployed for at least three months, unemployed workers aged at least 50 who have been unemployed for at least six months and unemployed workers receiving benefits who have been looking for work from one to two years. A subsidy (active unemployment benefit) which varies between EUR7501 and EUR1,100 per month is provided to encourage their recruitment. This subsidy is allocated for two years if they are taken on in 2010 and for one year if in 2011.

The main objectives of the NBP were to ensure that the Trust can issue to contributors statements of account that are complete and accurate and that reflect both the earnings record and the actual contributions paid.

Supportive pillars

The NBP is anchored on:

Implementing this vision has brought the following results:

The strategy comprises four CA prevention programmes to face the increase in commuting accidents, namely:

The plan aims to provide by 2011 more than 90 per cent of the population with universal access to basic health insurance in parallel with introducing an essential drugs system, improved primary health-care facilities, equitable access to basic public health services and pilot reform of state-run hospitals.

The reform schedule initiated internal and external savings programmes. With regard to internal savings, it was identified that Fund staff was accessing benefits excessively (as personal, housing and car loans). Before staff could promote financial literacy to Fund members, it was critical that they practice a savings culture themselves. Staff was encouraged to start saving with at least one financial institution or initiate a savings club amongst themselves.

In practice, one aspect of this approach entails initiatives aimed at increasing customers' trust in ZUS as an institution. Increasing the level of acceptance of ZUS activities has two dimensions. The first relates to the acceptance of ZUS as a state institution fulfilling tasks in the field of social insurance, the second - to ZUS' role as an employer. The ZUS Development Strategy for 2013-2015 is a continuation of the transformation process initiated under the previous strategy implemented in 2010-2012. The Balanced Scorecard is applied as a Strategy structuring tool.

Why?
To reach the largest possible number of clients and to answer their questions.

What?
Kela-Kerttu answers clients' questions on Suomi24.fi, a discussion forum, and sends updates about family benefits to Facebook users who have 'liked' the Kela-Kerttu page.

Here is the direct address:
http://keskustelu.suomi24.fi/debate/6037

When?
Kela-Kerttu was launched in March 2010. The service was piloted for three months in spring 2010. It was resumed in autumn 2010 and continues to this day.

With this new contact point internal and external partners now had the possibility to pass on their concerns via the shortest possible route. The number of cases processed increased steadily. Since the centre was founded the number of cases closed successfully has increased. It was possible to influence customer satisfaction positively through active measures and the majority of insured individuals also view the SUVA's efforts to combat insurance fraud positively.

The system has been implemented for more than two years. Our institution is open to the suggestions of about 26,000 staff.

The system, along with the appropriate methods for collecting staff suggestions, evaluating, and contributing to the personal development of our staff, aims to increase the quality and efficiency of our institution.

The programme is for a maximum of three months. The financial compensation for participants is activity support, like in ordinary labour market programmes.

The offer of participation in WLI is made at a handover meeting where the Swedish Social Insurance Agency (SIA) and the PES together inform the person about the aim and content of the programme.

The comprehensive approach includes training, grants, IT solutions, working groups of public and private sector representatives, academic support, and field studies.

The first phase was completed in June 2012:

In National Employment Accident Insurance Institute (Istituto Nazionale per l'Assicurazione contro gli Infortuni sul Lavoro (INAIL)) the system for measuring users' satisfaction is structured into two distinct and integrated tools:

Previous forms of monitoring service quality were carried out internally, within ZUS and did not contain information on customers' expectations and prioritization of their needs, nor provide complete information on how the customers assess this across all channels of contact.

In November 2010, new management embarked on an urgent initiative to restructure NSSF operations in order to gain public trust, grow membership, increase contributions and reduce operating costs. An operating model emphasizing relationship management was introduced to raise compliance levels, grow membership and reduce overall operating costs. The NSSF has shortened processing times and improved customer service.

A communication programme was also rolled out to remind employers and employees of their rights and obligations.

PASI benefits from the more secure employer/employee registration procedures by using the mutual database, resulting in:

1. reduced paper-work, faster procedures and a reduction in errors;
2. clients only submit data once (instead of for both PASI and the Ministry of Manpower);
3. guaranteed payment of the monthly contributions due within the time limits;
4. reduced costs for PASI and a reduction of approximately 40 per cent in the number of clients attending PASI's offices.

In order to ensure transparency in the process of the calculation and payment of social insurance contributions by the economic agents both for employers and employees, the National Office of Social Insurance (NOSI) launched the programme of access to the current account of the insured people and employers.

Through this programme, the above-mentioned categories of users can access online the current account of the insured person/employers and verify the accuracy of calculated and paid contributions.

Design

The VSRS was initiated on a pilot basis in November 2009 following a series of in-house studies covering different economic players including farmers, small traders and organized groups, with a major focus on self-employed people.

Main features

Employers may defer payment of social security contributions until the most advantageous moment of the production or trading process. The amount of contributions to be paid is based on a replacement rate agreed between the parties to the agreement. This deferment has no effect on the monthly reports concerning employees and their real salaries, which employers are required to submit.

It is an excellent tool that creates awareness of the functional contribution to overall results and also allows for ready identification of key performance areas which require more focus. Equally as important, functional areas that exceed performance metrics are identified and management can recognize outstanding contribution to the achievement of goals in the key performance drivers indicated by management as focus areas.

It is a management tool based on five activity indicators (including one quantitative indicator - production, which covers the objectives assigned each year to administrative units and staff), and four qualitative indicators (quality of work, pro-active behaviour, diligence and a model that allows a qualitative assessment of performance on each objective); weighting coefficients are associated with each objective to determine their relative importance, with the whole combining to give an index of performance on a 100-point scale).

While revealing client expectations and satisfaction in terms of service and helping to improve both, it also ensures that the Board meets its commitments to clients.

This process was developed based on experience and concerns of top management and operational units. Support from all stakeholders was key to successful implementation.

The Nigeria Social Insurance Trust Fund (NSITF) stands out as Nigeria’s foremost social security institution, with vast experience in the implementation of social security programmes in Nigeria. With a history that dates back to 1961, NSITF is famous for its continuous provision of social security to the Nigerian population. Between 2010 to 2019, i.e. the years covered by this good practice report, the NSITF has experienced tremendous improvement in its operational methods.

The National Employment Office (l’Office national de l’emploi (ONEM)) reduced its staff by 10 per cent between 2010 and 2014 and by an additional 5 per cent in 2015. The operating budget (material, premises and equipment) was reduced by 20% in 2015.

The volume of work nevertheless remained high since 2008 as a result of the continuing economic crisis and also because of additional tasks.

• the most recent statutory actuarial report prepared by the Chief Actuary tabled in Parliament;
• any more recent estimates of the Chief Actuary;
• to maintain a relatively stable ratio of assets to expenditures over a long time horizon by determining a relatively

The main line of action of the Mutual Association for the Protection of the Family is to provide for the health of its members; to that end, it promotes the primary health care model, which provides access to an inclusive, participatory and effective healthcare system.

The Social Service of the Mutual Association has developed the area of occupational therapy, focusing on prevention and the promotion of health and welfare, functional performance assistance services and therapeutic activity workshops.

China has the largest social insurance system in the world covering nearly 1.4 billion people and includes old-age, medical, work injury, maternity and unemployment insurance schemes. There are more than 8,000 social insurance agencies at and above the county level in China, with nearly 180,000 staff, undertaking 1.99 billion individual service transactions annually. Due to historical reasons, many branch-based operational agencies follow different management and service standards, and do not even have a unified name. This practice is inefficient and errors easily occur.

One of the main problems in our society is undeclared employment, with the consequences that it entails, especially in its impact on the most vulnerable sectors of society.

This problem raised the need to develop new auditing instruments to contribute effectively to the fight against informality and social exclusion. One of these instruments is the implementation of Minimum Worker Indicators (Indicadores Mínimos de Trabajadores (IMT)), which contributes to social inclusion.

The Japan Pension Service (JPS) was established in 2010 to be a totally new organization, replacing the Social Insurance Agency (SIA) that aroused public mistrust due to its various issues. Therefore, when the JPS was established, “Ten promises to Customers” (“Ten Promises”) was created with the aim of recovering trust in pension operation.

Tunisia’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) is a public company charged with managing social security schemes in the private sector. It comprises a network of 51 regional and local offices, a branch office, six policlinics and an orthopaedic fitting centre. It has three objectives:

Summary

The National Pension Service (NPS) of the Republic of Korea became the first in the world to adopt an airport payment service of lump-sum refunds when it started paying lump-sum refunds to foreigners returning home at Incheon International Airport since July 2010. NPS has made a total of 300 billion Korean won (KRW) of lump-sum refund payments to 50,000 recipients to date via the airport payment service offered by its Incheon Airport Service Centre.

The National Social Insurance Fund (Institution de prévoyance sociale - Caisse nationale de prévoyance sociale – IPS-CNPS) receives clients (insured persons, employers, and others) at its Social Insurance Agencies. To improve client satisfaction, a reception service has been introduced, referred to as “EM-Reception”.

A programming team organized within the Social Security Institution (Zaklad Ubezpieczen Spolecznych – ZUS) independently provides a part of the IT systems functionalities.

By employing highly specialized software design and development professionals, the organization ensures the quality of the new products. Expertise in programming combined with knowledge of the institution’s operating rules and knowledge of the operational processes in force means that the products fit in well with the organization’s expectations.

The development of the Electronic Premium Remittance System (EPRS) of the Philippine Health Insurance Corporation (PhilHealth) heralded its first steps towards digitalization. The EPRS proved to be an invaluable tool to both PhilHealth and its stakeholders particularly to employers and its direct contributors as evident in its success indicators.

The National Sickness Insurance Fund (Caisse nationale d'assurance maladie (CNAM)) which has implemented new and innovative information and communication technologies (ICT) in social benefit management, has developed since 2010 a new strategy to improve performance at all levels of management.

Drawing on Kaplan and Norton's Balanced Score Card (BSC) work, the method aims to share out all the projects and action plans among the managers to maximize results and thus cultivate a culture of excellence based on project progress accountability reporting.

PRADO (Programmes d’accompagnement du retour à domicile après hospitalisation) is a program that aims to shorten the length of hospital stays to meet the needs of patients who wish to return home sooner. It is means of reducing the average hospital stay, in order to improve cost efficiency in hospitals and the quality of overall patient care.

PRADO was implemented in 2010. It relies on:

All companies must comply with health and safety regulations. However, the safety procedures and the spread of information about the subject are not sufficient to avoid accidents. It is really useful for companies to create a network and cooperate actively to improve safety.

If the latest actuarial report indicates a minimum contribution rate that is higher than the current legislated contribution rate and the federal and provincial finance ministers, after their financial review, do not make a recommendation, then Canada Pension Plan (CPP) selfsustaining default provisions apply.

Default provisions: If the legislated contribution rate is lower than the minimum contribution rate and if finance ministers do not make a recommendation, then default provisions apply:

A project of Technical Cooperation between Developing Countries (Brazil and Mozambique) entitled "Modernization of Social Security of Mozambique", signed on December 3, 2010. Organizations involved:

Brazil:

• Secretariat of Social Security;
• National Institute of Social Security (INSS);
• Social Security Information and Technology Company (DATAPREV);
• Brazilian Agency for International Cooperation (ABC).

Mozambique:

The Electronic Sick Notes and Maternity Leave Certificates Management application system (in Lithuania - EPTS), was developed and implemented in order to computerize the issuing process of sick notes and to improve the services provided by the Fund to the insured during their temporary incapacity to work.

ESAW (European Statistics on Accidents at Work) is the European coding system of injuries, adopted by Inail since 2001, allowing the comparison of accidents at work rates in different Member States. The knowledge of causes and circumstances of the occurrence of accidents at work is essential for planning policies for prevention and protection aimed at reducing their frequency and severity, as well as enabling the plan of measures to improve working conditions.