The Mexican Social Security Institute (IMSS), as the largest social security institute in Latin America, services 70 million Mexicans through 6,000 medical units and administrative facilities across the country. Faced with the challenge of increasing the quality and coverage of a cost-efficient model, the IMSS Digital strategy was launched in 2013 under the framework of the National Digital Strategy of the Office of the President of the Republic, with the aim of creating a digital service-delivery model to supplement the on-site model, unfolding various service channels using digital and information services.

Since January 2014, 25.5 million events have been attended remotely, 71 per cent via internet and 29 per cent via telephone. The 18.2 million contacts addressed via internet have saved 70 million hours, leading to greater productivity for the IMSS and for the country and setting one of the best examples of how to improve the services and make the Institute solvent.