As part of its policies to promote a social security institution that is more effective and efficient and closer to the people, allowing their quality of life to be improved, a strategy for multi-channel services has been drawn up with the aim of offering citizens different channels of customer service depending on their needs.

For the purposes of this strategy, a new remote customer service channel via telepresence has been set up, allowing beneficiaries in locations with no Social Insurance Bank (Banco de Previsión Social – BPS) office to be served by specialists at the institution’s headquarters.

The client makes an appointment in advance, at which point they state the nature of their query. BPS then directs the request to an appropriate specialist, who looks into and prepares the case. On the day, the client reports to an agreed location where the infrastructure required for remote customer service is in place.

When technology is used to serve people in this way, access to specialist assistance is more equal, as the institution’s services enjoy better coverage and geographical distribution.