The National Social Insurance Fund (Institution de prévoyance sociale - Caisse nationale de prévoyance sociale – IPS-CNPS) receives clients (insured persons, employers, and others) at its Social Insurance Agencies. To improve client satisfaction, a reception service has been introduced, referred to as “EM-Reception”.

The objective of this service is to receive customers in the best possible manner, reduce waiting time (the 2017 target is 15 min), and improve the processing of incomplete files as soon as they are received. For this purpose a number of organizational and technical innovations have been made.

At the organizational level, new workstations have been set up and are staffed by specially trained officials working in the Reception Service.

At the technical level, a new automated reception management tool has been designed and introduced in the agencies.

The results obtained are very encouraging in terms of waiting time for insured persons and the handling of complete files received at the Reception Service.