Meine-Rehabilitation.de is a new web portal set up by the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) to help people find a quality-assured rehabilitation centre. For each centre, users can see the results of the quality assurance audits carried out by the DRV Bund. The new online service allows the DRV Bund to fulfil its legal obligation to publicly report quality assurance results for rehabilitation centres and support insured persons in exercising their right to choose a rehabilitation provider.

Social security organizations are currently poorly rated online on search engines like Google or on employer assessment platforms. This is the case in many countries.

These poor ratings give the image of a degraded public service and can have repercussions on the recruitment process for new employees.

The aim of this experimental project, led by URSSAF Languedoc-Roussillon in France, is to set up a system to improve the e-reputation of social security organizations. It is based on a review management system and monitoring.

In the face of demographic transition, finding ways to offer citizens greater transparency about personal retirement planning and improve their level of knowledge about retirement planning has been a big topic of discussion for more than 20 years.

The Social Security Institution (Sosyal Güvenlik Kurumu – SGK) of Türkiye pays pensions to approximately 16 million people every month. There are different types of insurance within the scope of the current law in our country. Payments to retirees are made on different days of the month (1st group on 17-26 of each month, 2nd group on 26-28 of each month, 3rd group on 1-5 of each month). Inappropriate payments frequently occur due to death-related reasons. The aim of this project is to reduce inappropriate payments and increase efficiency in payments.

As the responsible accident insurance institution, Social Insurance for Agriculture, Forestry and Horticulture (Sozialversicherung für Landwirtschaft, Forsten und Gartenbau – SVLFG) is developing targeted prevention measures specifically aimed at seasonal workers (SW) in the agricultural sector. The development of a social media strategy for seasonal workers is a promising strategy for conveying workplace-related health and safety information.

To help disabled people to be more independent, the way the Disabled Adult Allowance (Allocation aux adultes handicapés – AAH) is calculated was changed on 1 October 2023. We produced a video to offer support to those who receive the allowance. The communication methods used have been adapted to the target audience; as some recipients have hearing impairments, this video has been dubbed in French sign language (langue des signes française – LSF).

Until recently, the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) had several different customer service departments, each responsible for a specific area. There were two major issues associated with this model. Firstly, it was difficult to handle customer service queries in a consistent, transparent and satisfactory manner. Secondly, to avoid extra work for staff due to not standardized processes.

We were predicting that a large number of persons who had fled the Russian aggression in Ukraine to Finland and are under temporary protection would become customers of the Social Insurance Institution (Kansaneläkelaitos – Kela) after residing in the country for one year and thus getting broader entitlement to Kela benefits. The risk was that our customer service would get strained by many new customers seeking assistance and that our benefits processing would get overloaded with a large number of new applications under a relatively short period.

Unédic (Unemployment Insurance) (Unédic (Assurance chômage)) in France launched its brand-new website on 18 October 2023. Accessibility has been put at the heart of the redesign, making information about Unédic and unemployment insurance even more accessible, in line with current regulation and standards, specifically for people with disabilities.

The challenge addressed by the Federal Pensions Service (Service fédéral des Pensions – SFP) and its partners was the outdated pension application tool, prompting the integration of an online pension demand system into mypension.be, Belgium’s official online pension portal.

To help parents and future parents find their way around the different services and support available to them in parenthood, an interactive tool on having children has been set up on the caf.fr website, which can be accessed from the “I’m expecting a child” (“J’attends un enfant”) page.

From November 2022 to April 2023, the Social Insurance Bank (Sociale Verzekeringsbank – SVB) of the Netherlands conducted a pilot programme to address the underutilization of the AIO supplement among eligible households. This initiative aligned with the SVB’s crucial mission of providing citizens with social security.

The Institution of Occupational Safety and Health (IOSH) of the United Kingdom has begun a five-year journey to shine a light on the societal benefits of safer and healthier workplaces and healthier working lives.

A family leave reform was introduced in Finland in 2022. The aims of the reform included a more even distribution of family leave and childcare responsibilities between parents and better equality on the labour market. In support of these aims, we created an easy-to-use online calculator that parents can use to get an idea of the impact that sharing the family leave between parents is likely to have on the family’s income. Sharing the entitlement to family leave can often prove financially worthwhile.

The “In the spotlight” (Sur le vif) video series was launched at the end of 2022 and features Unédic (Unemployment Insurance) (Unédic (Assurance chômage)) experts from France. We see a close-up shot of the interviewee in a brightly coloured setting, who has to answer as many questions as possible straight into the camera in 90 seconds. The questions are on cards and will be picked at random, covering the employee’s job, the Unédic collective, and more random subjects to bring spontaneity and authenticity.

Launched in 2022, the “All about my unemployment rights” (Tout sur mes droits Chômage) video series sees Alexandra Sabbe-Ferri, an employment lawyer and founder of the mesindemnites.com website, come together with an expert from France’s Unédic (Unemployment Insurance) (Unédic (Assurance chômage)).

Implementation of a 360º Vision in direct social security, which allows a single view of all relationship interactions and all individual processes of people and companies with social security.

This new relationship model streamlines and integrates, on a single platform, the various channels of interaction between citizens and companies with social security.

Due to the increasing number of pensioners, the rising cost of individual contacts and in order to benefit from automation, the Federal Pensions Service (Service fédéral des Pensions – SFP) and its partners are promoting online self-service.

To expand the income opportunities of the population and reduce the number of low-income families, Azerbaijan introduced the so-called Targeted State Social Assistance (TSSA) in 2006. TSSA is allotted to low-income families with monthly earnings falling below a specific threshold due to uncontrollable circumstances.

Panama’s Social Insurance Fund (Caja de Seguro Social de Panamá – CSS) has put in place operational models that use and develop new communication technologies through mobile devices to offer high-quality care to members. This is part of its vision to be a leading guarantor of social security in Panama and to ensure efficient, agile and timely management, for the benefit of Panamanian people.

The Social Insurance Administration (Tryggingastofnun ríkisins –TR) Client Ombudsman of Iceland is a new position, which started at the end of 2022. The main role of the Client Ombudsman is to guide customers in the handling of cases at TR and to assist those who do not feel that they have received substantial consideration or solutions in accordance with the applicable laws and regulations.

Publishing open data is an important practice to strengthen citizens’ trust in their institutions. It facilitates access to information and creates the necessary conditions to improve the quality of public services. In this context, social security institutions must ensure the reliability of data and provide accessible spaces to generate value for the public while also guaranteeing the confidentiality of personal data.

In the pursuit of its paperless policy, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) of Algeria re-engineered its electronic records management system using state-of-the-art technologies.

This new, modern, universal system has quickly become a cornerstone of digital transformation by interacting with all of the fund's legacy systems.

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 National Social Security Authority (NSSA) of Zimbabwe, hereafter referred as to the Authority, was using a manual system in the collection of contributions, registration, billing and submission of returns processes. There was no real time interface with clients, and this led to accumulation of backlogs in terms of capturing employer and employee data thus negatively impacting on data cleanliness levels.

The URSSAF National Fund of France, in partnership with the health, family and retirement branches, organizes the detection of self-employed workers in fragile situations. In fact, the analysis of individual situations shows that the identification of vulnerability in one particular area can lead to the identification of other weaknesses or needs, which require an overall approach on a medical, economic and social level.

The Greek social security institutions that were integrated into the Electronic National Social Security Fund (e-EFKA), bequeathed it, among other problems, with a plethora of issues related to “pending pensions”.

More specifically, the time required to examine the cases was too long, thus a large number of pending cases had been accumulated, and citizens’ communication with the competent services was quite difficult, while the Administration of e-EFKA faced difficulties in gathering the data for the optimum use of available resources.

Having easy access to accurate and up-to-date information on social security is important to all levels of government as well as the private sector and the media. The Social Insurance Institution (Kansaneläkelaitos) – Kela, as a key institution on social security in Finland, produces such information and wants to maximize its usability for interested parties. To achieve this strategic goal, a new web service, Kela’s Info Tray, was launched in September 2022.

The virtual web-based assistant of the IPS National Social Insurance Fund (IPS Caisse nationale de prévoyance sociale – IPS CNPS) was launched in May 2022. Available on the institution’s website for insured persons, whether employees, employers or self-employed workers, this assistant is the new on-demand advisor. In the space of a few clicks, it gives the insured person information on the modalities and payment of social security contributions and guides them through their claims and document requests.

Article 12 of Law No. 5508 on the Promotion, Protection of Maternity and Support for Breastfeeding establishes that maternity allowance should be paid to employed women by the social security scheme of Paraguay’s Social Insurance Institute (Instituto de Previsión Social – IPS). This amount is equivalent to 100 per cent of her salary at the time of delivery, and is paid for the prescribed months of rest. This used to be given to women in a single payment.

The State Social Insurance Agency (SSIA) of Latvia has introduced a new e-service “SSIA information and services” (hereinafter dashboard) in August 2022, which is available on the unified state and local government service portal www.latvija.gov.lv.

Quick Pension Guide (Snabbkoll på din pension) is a digital service on the Swedish Pensions Agency’s website that was launched in June 2022 to support individuals in the accumulation phase (people aged 26–54) to quickly and easily learn more about the old-age pension and make informed choices based on their situation.

85 percent of individuals who have completed the guide state that they will act based on the information they received, either implement a change or search for more information.

Sport without barriers is a series of video stories featuring the National Institute for Insurance against Accidents at Work (Istituto Nazionale per l’Assicurazione contro gli Infortuni sul Lavoro – Inail) of Italy, assisting people with disabilities caused by accidents at work. Each of them tells firsthand in simple and engaging language how the person managed to rebuild her life after an accident at work, thanks to his passion for sport and with the support of the Institute.

Ireland’s Budget 2022 included an announcement that those suffering from alopecia and cancer could avail of a 500 euros (EUR) grant towards the cost of a hair replacement product subject to meeting certain Pay Related Social Insurance (PRSI) criteria. Other changes to treatment benefit qualification were also announced with an implementation date of May 2022.

The Social Marine Institute (Instituto Social de la Marina – ISM) is the body that manages the Special Regime for Sea Workers (Régimen Especial de Trabajadores del Mar – REM) in the Federation of Administrative Bodies of Spanish Social Security (Federación de Entidades Gestoras de la Administración de la Seguridad Social Española – FEGASSE). It aims to meet the needs and expectations of the workers it protects. For this reason, efforts have been made to modernize and adapt its services to new technologies.

After a legislative change, the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych − ZUS) took over from 1 July 2021 a government programme for families in Poland called Dobry start (Good start) 300plus, aimed at parents of children attending school.

With a view to strengthening its communication with beneficiaries, and as a straightforward way of making them aware of their rights and responsibilities, the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) has produced a series of animated clips entitled “أجي نفهموا التقاعد” in Moroccan Arabic, or “Let’s understand retirement” in English.

As part of the actions carried out at the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) to promote equality and gender perspectives and prevent discrimination and violence, the “equal in rights, we unite for equality” (Iguales en derechos, nos unimos por la igualdad) strategy was developed jointly with the National Union of Social Security Workers (Sindicato Nacional de Trabajadores del Seguro Social – SNTSS).

The e-card System modernization project aimed to enhance the Federation of Social Insurances (Dachverband der Österreichischen Sozialversicherungsträger – DSV) in Austria’s healthcare infrastructure, addressing challenges and preparing for future technologies.

The Derrama Magisterial Digital Library – CRISOL is a service that Peru’s Derrama Magisterial (DM) has made available to associated teachers, in collaboration with Librerías CRISOL
(a distinguished and recognized bookstore chain that offers a wide and varied range of cultural entertainment and the best level of service in the Peruvian market at national level). This is part of the ongoing efforts to improve the focus on teachers and identify and satisfy their needs.

Spain’s General Treasury of Social Security (Tesorería General de la Seguridad Social – TGSS), part of the Federation of Administrative Bodies of Spanish Social Security (Federación de Entidades Gestoras de la Administración de la Seguridad Social Española – FEGASSE), has always identified itself by its commitment to innovation, using technology as a basis for expanding and strengthening its digital channels and new management models.

Establishing a two-way relation between the Iranian Social Security Organization (ISSO) and social partners, especially the employers, and responding appropriately to their requests and problems with the aim to improve their participation and level of satisfaction has always been one of the major missions of the ISSO’s Socio-Cultural Department. To achieve this, designing and implementing special programmes seems necessary. One of such programmes is the organization of tailored training and consultation to respond to the employers’ questions and problems.

Recent years have seen an exponential growth in the application of cutting-edge biotechnological techniques in a variety of research fields, such as human health, agriculture and industry. Such rapid success brings challenges related to the protection of human health and the environment. Therefore, it is important to provide up-to-date information on the national regulations, educate to laboratory practices with genetically modified microorganisms (GMMs), create awareness and motivate for biosafety.

It is more than a year now since we started applying preventive measures to control the spread of SARS-CoV-2, working from home, distancing in the offices, wearing masks in common areas, and all the other restrictions we applied like most other organizations globally.

The Iranian Social Security Organization (ISSO), as the largest insurance provider throughout the country, while being responsible for the implementation, generalization and coverage extension of various social insurance programmes, plays a key role in supporting and protecting the most important capital for production in the country, namely human resource.

Given the role of social partners, especially the employers in generating revenues for the Iranian Social Security Organization (ISSO), it is of significant importance to organize training workshops for employers and their insurance affiliates. This is to improve interactions with those organizations and enhance the employers’ knowledge on social insurance laws and regulations as well as social insurance benefits and services.

The Primary Health Insurance Funds (Caisses primaires d’assurance – CPAM) in Indre and Aisne, France, have launched an environmental health prevention campaign focusing on preventing exposure to endocrine disruptors, with an emphasis on phthalates due to the possible reversibility of their effects. It incorporates:

How can seasonal workers protect their safety and health at work, identify potential health or accident risks and be aware of the first aid measures that must be adopted should the need arise? Seasonal workers can find specific information on these issues, relevant to the needs arising at their place of work, using the new health and safety web app from the Social Insurance for Agriculture, Forestry and Horticulture (Sozialversicherung für Landwirtschaft, Forsten und Gartenbau – SVLFG).

The aim is to promote social security culture in Peru, with a comprehensive strategy to reach different target audiences, such as children, adolescents, young people and adults, through different content that is hosted on different sections of the ONP Cultura landing page, set up and managed by the Pension Standardization Office (Oficina de Normalización Previsional – ONP), seeking to help citizens internalize knowledge and behaviour related to social security.

Over the years, the National Institute for Insurance against Accidents at Work (Istituto Nazionale per l’Assicurazione contro gli Infortuni sul Lavoro – INAIL) has expanded the protection of workers, guaranteeing economic and health benefits and social-health and supplementary services as forms of support aimed at recovery, psycho-physical rehabilitation and reintegration into social and working life.

The EsSalud - Social Health Insurance Institute (EsSalud - Seguro Social de Salud) of Peru is a critical actor with regard to the COVID-19 pandemic, as it watches over the well-being of nearly 12 million insured persons. The information produced by the recently created Business Intelligence and Data Analytics Unit (Unidad de Inteligencia y Análisis de Datos – UIAD) has underpinned the strategic, tactical and operational decisions of EsSalud’s senior management and other entities, as well as other aspects of the institutional response to the health emergency.

The quality of health services is an urgent necessity in order to deal with the COVID-19 pandemic. Although it is estimated that up to 80 per cent of the people who become infected only exhibit mild symptoms, the primary challenge facing health systems is in dealing with moderate or severe manifestations that require hospital care.

The pace of development of the COVID-19 pandemic and its impact on social and economic life took everyone by surprise. Lockdown of entire sectors of the economy and restrictions in everyday functions caused serious disruptions of economic processes and had a significant impact on the condition of many enterprises and the labour market situation. To minimise the negative impact of the pandemic on the economy, the government introduced the aid programme known as the Anti-Crisis Shield (ACS).

In line with its mission and vision, Peru’s Derrama Magisterial (DM) continuously aspires to be a central source of support for teachers, providing a variety of DM services and informing them about social security issues.

In order to achieve this, the organizational structure of the social security unit includes different staff members who offer associated teachers guidance, registration support, and advice from the moment they join the DM until the moment they leave.

In response to the major socio-economic impact of the COVID-19 crisis and France’s lockdown of 17 March 2020, the General Assembly of the Council for the Social Protection of Self-Employed Workers (Conseil de la protection sociale des travailleurs indépendants – CPSTI) decided, on 2 April 2020, to put the financial reserves of the Compulsory Supplementary Old-Age Pension for the Self-Employed (Retraite complémentaire vieillesse obligatoire des indépendants – RCI) to unprecedented use in establishing its special RCI CPSTI COVID-19 aid.

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

While dealing with the COVID-19 pandemic and cancelling attendance at workplaces to implement the social distancing rule and the application of the remote working system, the problem of communicating with clients arose. Thus, the Public Pension Agency (PPA) of Saudi Arabia decided to launch a number of new ways to enhance communication with clients and external parties, in addition to developing the current digital means.

The coronavirus crisis has opened the floodgates to a tsunami of requests for the services of Belgium’s National Employment Office (Office national de l’emploi – ONEM). Following the closure of the ONEM offices to the public in March 2020, the organization’s contact centre was quite literally bombarded with requests from employers and jobseekers.

The first case of COVID-19 in Fiji in March 2020 followed by the closing of its borders had widespread impact on the Fijian economy. The pandemic triggered one of the worst job crisis that Fiji has ever seen, bringing with it massive unemployment and pay reduction. Without a coherent national social security system and lack of government funds, government relied on Fiji National Provident Fund (FNPF) for assistance and as its reliable arm for cash distribution to affected workers.

In Belgium and France, our social security systems were built to protect ourselves against unforeseen events in life. A common purpose at the heart of the International Social Security Association (ISSA): to allow everyone to live better.

Due to its coverage of more than 42 million people, the Iranian Social Security Organization (ISSO) strongly needs a comprehensive system to share the information with its beneficiaries. The covered population is varied in terms of social, economic, education and vocational aspects. This made the communication plan a challenge for the ISSO Public Relations Department (PRD) which needs a comprehensive approach and system to produce context and select the right channel to inform the beneficiaries.

The COVID-19 pandemic has posed a challenge as the world has had to face situations unthinkable at a time when global technology and communication are distinctive elements of society. As in the past, solutions for fighting the disease have included lockdown, social distancing, quarantine and the use of personal protective equipment (PPE).

Prior to the COVID-19 pandemic, the Pension Services Sector at The Public Institution for Social Security (PIFSS) of Kuwait required the in-person attendance of anyone requesting official certificates and documents. Thus, PIFSS is keen to keep pace with ongoing developments and provide its services by utilizing the best available technology.

In line with the International Social Security Association’s ISSA Guidelines on Service Quality, ISSA Guidelines on Contribution Collection and Compliance, as well as ISSA Guidelines on Information and Communication Technology, Eswatini National Provident Fund (ENPF, hereafter the Fund) has since digitized by introducing a mobile app, member, and employer portals.

The aim of the digital transformation Social Security Corporation (SSC) of Jordan is to provide added value to service recipients and reduce operational costs. The COVID-19 epidemic led the Corporation to stop receiving people and the firms’ liaison officers in all its branches.

The Civil Service Pensions Fund (CSPF) of the Islamic Republic of Iran launched a communication centre for its beneficiaries with the goal of increasing the satisfaction of covered retirees and using international standards, Information Technology Infrastructure Library (ITIL), in order to seamlessly manage all communication channels with retirees, including telephone, web, mobile applications, etc.

Saba Centre with capacity of 77 experts in each shift is a 24-hour, seven days a week active centre.

Village is the smallest governmental unit in Indonesia managed by village officials known as KP Desa. Recruitment of KP Desa is challenging since they are scattered in 74,957 villages across Indonesia. Thus, it is hard to inform them about enrolment to the national health insurance (JKN) considering the limited resources owned by the Social Security Administering Body for the Health Sector (BPJS Kesehatan), 127 branch offices and 389 district offices.

Finnish Vision Zero Forum provides member organizations networking opportunities and up to date knowledge on safety, health, and wellbeing. Member organizations had asked for a monthly theme material on different aspects of safety, health, and wellbeing at work. This material is used by the workplaces in their own occupational safety communication and in making safety related issues visible at workplace. The Monthly Theme has been one of the most used contents that Vision Zero Forum provides.

Derrama Magisterial (DM), Peru’s welfare and social security institution for teachers in public education, offers online courses to ensure the continuity of training services for teachers after face-to-face events were suspended due to the COVID-19 pandemic.

In line with its mission and vision, Peru’s Derrama Magisterial (DM) is constantly striving to be the primary source of support for teachers, allowing them to build up a significant retirement fund for the end of their working life. This fund offers fundamental support for both teachers and their families in the event of their death.

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

The Public Pension Agency (PPA) of Saudi Arabia is keen to ensure business continuity in cases of emergencies, disasters and sudden events that may occur at any time. A business impact analysis on key services was conducted, and a Business Continuity Programme was developed through the preparation of an enterprise-wide strategy, policy, plans, and agreements that would enable it to deal effectively with various crises and disasters.

In the wake of the COVID-19 pandemic and the potential increase in unemployment that will be brought about by the almost certain recession that will follow, the Government of Grenada (GOG) announced a series of stimulus measures including the introduction of an Unemployment Assistance Benefit (UAB) programme to be administered by the National Insurance Board (NIB) in the amount of 10 million East Caribbean dollars (XCD). The UAB administered by the NIB will cater to insured employees and self -employed persons who are affected.

Changing the Social Security Income Assessment Model (CAM) was announced in the 2019–20 Budget as part of the Social Security and other Amendments (Simplifying Income Reporting and Other Measures) Bill 2020. Legislative amendments were enacted to allow customers to report the gross employment income paid to them during their reporting period, as shown on their payslip, rather than calculating what they expect to earn. The changes were successfully implemented on 7 December 2020.

The condition for efficient performance of tasks, especially important from the point of view of a public trust institution like the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych − ZUS), is constant development of knowledge and skills of each employee and continuous improvement of professional qualifications. Supporting the employee development process by the Employer is also a sine qua non condition.

The strategic approach taken by Gabon’s State Employees Pensions and Family Benefits Fund (Caisse des pensions et des prestations familiales des agents de l’État – CPPFAE) to improve member satisfaction involves carrying out a monthly satisfaction survey.

As part of this satisfaction survey, members who have made a complaint in month N are asked to take part in a questionnaire over the phone in the second week of month N+1, to collect their views on the services offered by the CPPFAE. These complaints concern the CPPFAE’s two working sections.

The adoption of data driven communication approach proves to have a great impact on performance and results in the private sector over the last decade. In contrast, most of the public sector organizations still depend on the traditional methods of communication even on the new online mediums like social media and mobile.

All of the organizations and institutions around the world have experienced a massive and unprecedented transition from traditional interaction to online communication. In a short period of time, the spread of COVID-19 worldwide caused profound changes and created alternatives, which were previously used, but on a smaller scale, such as videoconferencing.

Covering about 50 per cent of the total population of the country, the Iranian Social Security Organization (ISSO) delivers its services to over 45 million people. In order to get proper responses to queries, give recommendations or lodge complaints, the clients require suitable tools to communicate with the ISSO’s different departments.

This action consisted, during the period of lockdown due to the COVID-19 pandemic, in setting up, remotely, a communication strategy via digital technologies aimed at the IT specialists of the National Family Allowances Fund (Caisse nationale des allocations familiales – CNAF).

Belgium’s National Employment Office (Office national de l’emploi – ONEM) has been facing an unprecedented situation during the coronavirus crisis. On 16 March 2020, some 92 per cent of its workforce found themselves teleworking full time. As the ONEM continued to fulfil its social mission, maintaining the well-being of its staff became a priority.

For this reason, a number of initiatives were launched in March 2020:

The NDAMLI web portal of the Social Security Fund (Caisse de sécurité sociale – CSS) and the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) is the platform that allows users to make their transactions online. Transactions such as registration applications, declarations and payments of contributions, and service requests, can thereby be performed online.

This good practice was submitted by the Public Pension Agency (PPA) that is now part of General Organization for Social Insurance (GOSI).

Given the impact of the COVID-19 pandemic, Belgium’s federal crisis centre needed real-time information on its social and economic consequences for the population, particularly for vulnerable groups.

To this end, the Federal Public Service for Social Security (Service public fédéral Sécurité sociale – FPS), the FPS Employment, and the Public Planning Service (PPS) Social Integration, were requested to take an initiative to meet this monitoring need as soon as possible.

Responding to rapid changes in the socio-economic environment, the legal framework for social security is constantly changing. This raises the need for quick and high-quality amendments to the software that provides services to insurers and insured. Three types of knowledge are required to ensure the quality of software: Business and legal knowledge, information technology (IT) knowledge and practical experience in working with the information system. It is desirable that all these competencies in the right proportions are possessed by every employee involved in software modification.

The COVID-19 pandemic marked a “before” and “after” regarding how public services are accessed. As an institution, Peru’s Pension Standardization Office (Oficina de Normalización Previsional – ONP) had to reinvent itself and take on the challenge of digital transformation, promoting an omnichannel approach, with new platforms and channels used to offer more and better services.

Paraguay’s Social Insurance Institute (Instituto de Previsión de Social – IPS) used to make sick leave payments at its administrative offices, which had associated administrative costs and meant beneficiaries had to visit the IPS service counter in person.

The “Birth Pathway: support for future and new parents” was introduced to help parents deal with the administrative procedures linked to a child’s arrival and health, and find out about family benefits and various types of assistance to which they may be entitled.

Families can use a single website (https://www.mesdroitssociaux.gouv.fr) to access information on their benefits as new parents that are provided by the various social protection bodies.

The younger generation especially has anxiety and distrust towards Japanese pension systems in society where incorrect information prevails. It is urgent to generate “positive circulation” and establish an environment where people can trust public pension systems towards the future. To reach the status, we must create the momentum that the younger generation keeps thinking about the national public pension systems and their own pensions by getting interested in the systems and deepening their understanding.

In the context of the COVID-19 pandemic and the social isolation measures established by the National Executive Office (Poder Ejecutivo Nacional – PEN), Argentina’s National Social Security Administration (Administración Nacional de la Seguridad Social – ANSES) incorporated the Virtual Assistance system to handle applications remotely (Resolution 94/2020).

At the operational level, fatal and serious occupational accidents in trade and goods logistics occur rarely, so most companies fortunately lack concrete operational experience.

The Medical Directorate of Mexico’s State Employees’ Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado – ISSSTE) has recently implemented a robotic therapist mental health programme. The programme is delivered with the help of “LaLuchy Robotina”, the humanoid robot, and provides care to hospitalized patients, their families and health-care staff.

The launch of this tool enables Argentina’s Federal Administration of Public Resources (Administración Federal de Ingresos Públicos – AFIP) to send citizens, via their fiscal email address, a range of communications, documents and notifications within the requisite legal framework for these to take effect, by validating the document being transmitted with a digital signature.

The Family Benefit Funds (Caisses dallocations familiales – CAF) offer the possibility to carry out most of their procedures in digital format. Aware that the access to online administrative procedures is uneven depending on the audience, the CAF has implemented various actions to promote the digital inclusion of people.

The coronavirus crisis has had a major impact on Belgium’s National Employment Office (Office national de l’emploi – ONEM). On the one hand, the measures taken at a government level have triggered a high volume of work relating to unemployment benefits, among others. On the other, ONEM’s staff were forced, virtually overnight, to rethink how they work in order to be able to continue to fulfil the institution’s remit and provide insured people with the same quality of service.

Until 2024, the Social Security Administering Body for the Health Sector (BPJS Kesehatan) of Indonesia has a target of 82 million formal workers. To achieve this target, it is necessary to carry out a certain strategy, namely empowering Relationship Officers (RO) to recruit formal workers. The recruitment process requires adequate knowledge and communication skills. To support this, platforms are provided, namely ALIANRO and PAPERORO.

Following the re-establishment of the State Social Protection Fund of Azerbaijan (SSPF) as a legal entity under public law, the SSPF embarked on a transformative journey aimed at the incorporation of digital frameworks into its governance structure. This strategic initiative sought to optimize operational efficiency, enhance transparency and promote robust stakeholder engagement.

Panama’s Social Insurance Fund (Caja de Seguro Social de Panamá – CSS) has put in place operational models that use and develop new technologies to offer high-quality care to members. This is part of its vision to be a leading guarantor of social security in Panama and to ensure efficient, agile and timely management, for the benefit of Panamanian people.

The transparency and accessibility of public information held by the Dominican Republic’s Social Security Treasury (Tesorería de la Seguridad Social – TSS) is an important factor. Through the implementation of Business Intelligence (BI) tools to analyse and visualize open data, we have made it possible for citizens that use our services to consult the information in a practical and simple way, wherever they are.

The arrival of COVID-19 disrupted our lives and organizations. It also showed the full capabilities of the French social security system to adapt in order to continue its mission of public service, in particular to the most vulnerable.

In order to effectively unify and manage 11 communication channels, the National Health Insurance Service (NHIS) of the Republic of Korea has developed a “Unified Suggestion/Communication Management System” by listening to the needs and opinions of the public and employees about health insurance and long-term care insurance. NHIS is the first public agency in the nation to implement this system.

Services Australia delivers social services and means tested social security payments. Since August 2019, Australia faced a series of crises starting with widespread drought and bushfires, followed by floods and a global pandemic. With widespread disruption to livelihoods, we recognised that now more than ever Australians needed simple, helpful, respectful and transparent paths to accessing income support through the social security system.