This good practice, Consultas ANSES, was aimed at creating a new channel of direct communication with citizens through social networks, with the objective of answering queries on social security programmes and benefits in an easy and fast way. This application for online queries is directed to social networks users and, in a year of implementation, managed to answer in real time their most frequently asked questions (FAQ) and to solve complex queries by means of a personalized customer service.

This application was developed and implemented using the Administration's existing capacities: optimizing resources by training interdisciplinary teams and using communication technology with a design adapted to social networks.

In addition to its excellent results, this good practice can be replicated in other social security institutions seeking to improve consultation services for citizens.