The institution embraces electronic payment and online services and builds its success as an agency that adopts smart and cost-effective ways of delivering benefits and services and collecting contributions, giving due consideration to technical limitations and the characteristics of the target groups.
Guideline code
EXT_02500
Mechanism
Mechanism
- The management should consider electronic payment for its convenience, simplified procedures, reduced transaction costs, prevention of errors, and security and safety, as no cash is transferred.
- Electronic payment of contributions may follow a generic model, including the contribution collection institution, contributors, payment devices (e.g. mobile phones, points of sale, etc.), instruments (e.g. smart cards, SIM cards, etc.) and authorization means (e.g. PIN, registered phone number, etc.), communication means to transfer the transactions, infrastructure supporting data communication, and operations of the payment system.
- Online systems for delivering benefits and services put in place by the management could include but are not limited to the following functionalities:
- Keeping beneficiaries informed of contributions paid and benefit entitlements;
- Printing of various forms and certificates (such as on retirement income for the purpose of visa application, etc.);
- Settlement of medical reimbursement between service providers and the social insurance agency, while the insured will only need to pay his or her personal share of the expenses;
- Online social insurance banking, which facilitates not only the payment of social security contributions by employers and insured persons but also the disbursement of social security benefits and other public benefits;
- Online submission of biometric confirmation of ongoing eligibility to a pension benefit.
- For beneficiaries with limited or no access to banking and financial services, the management might consider other alternatives, such as:
- Mobile offices and well-integrated and empowered front-line service networks;
- A prepaid debit card or establishing an electronic transfer account;
- Partnering with telecommunication companies to collect contributions and pay benefits.
Structure
Structure
- The institution should design online services to facilitate two-way communication with the client. These services should be designed taking account of regulations on data privacy, authentication and ICT security.
- Such measures should follow the ISSA Guidelines on Service Quality, ISSA Guidelines on Information and Communication Technology and ISSA Guidelines on Communication by Social Security Administrations, especially on the following aspects:
- Implementing systems taking into account users’ needs and constraints, as well as eventual technical limitations (e.g. low broadband in certain regions);
- Using unified back-end information, validation and calculation systems to avoid system fragmentation;
- Putting into practice suitable ICT operations (e.g. 24 hours a day, seven days a week, 365 days a year) and help-desk services to support the effective usage of the e-services.
Title HTML
Guideline 19. Making optimal use of electronic payment and e-services
Type
Guideline_1
Weight
27