During the second half of 2013 and the first of half 2014, a comprehensive analysis including all delegations and national administrative units identified the need to develop a tool to provide information and advice to beneficiaries in relation to their personal loans, thus avoiding unnecessary visits to the offices of the State Employees' Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado (ISSSTE)).

During the second half of 2014, the Institution opened the Personal Loans Call Centre (Centro de Atención de Préstamos Personales (CAPP)). This centre provides personalized service via e-mail and phone, regarding ISSSTE beneficiaries’ personal loan-related procedures. Thanks to the CAPP, affiliates benefit from a new tool to access information from any location where phones are non-existing.