The IMSS SER program (saludar (greet), escuchar (listen) and responder (respond)) was jointly implemented in 2016 by the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) and the National Union of Social Security Workers to transform the culture of service of the IMSS, improve the work environment and enhance customer service for beneficiaries based on eight points: 

1. Development of service protocols
2. On-site staff training
3. Online training to enhance service protocols
4. Implementation of an internal communication campaign to reinforce institutional pride and values
5. Mainstreaming process improvement related to service experience
6. Alignment of internal regulations to integrate “good customer service” as a cross-cutting issue
7. Follow-up by change agents
8. Evaluation and monitoring of results and impact. Since July 2017, more than 155,000 people have been trained.

The national user satisfaction survey on IMSS medical services showed a statistically significant increase in customer service satisfaction in qualified units – four percentage points, from 90 to 94 per cent.