This good practice, Consultas ANSES, was aimed at creating a new channel of direct communication with citizens through social networks, with the objective of answering queries on social security programmes and benefits in an easy and fast way. This application for online queries is directed to social networks users and, in a year of implementation, managed to answer in real time their most frequently asked questions (FAQ) and to solve complex queries by means of a personalized customer service.

In 2013, various actions allowed to eliminate the need for pensioners to validate their rights on-site. This practice required pensioners to go personally twice a year to the State Employees' Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado (ISSSTE)) to prove they were alive and that they continued to collect their pensions. In these periods, nearly a million pensioners, most of them aged 65 and over, attended one of the 365 national offices.

In recent years, the National Social Security Administration (Administración Nacional de la Seguridad Social (ANSES)) has become an agency for the rapid implementation of public policies related to the social rights of citizens. To this end, the ANSES made available a range of new services by means of an online system that generates new forms to access benefits in real-time.

As part of the social security reform processes in Indonesia as mandated by the 2004 Law concerning the National Social Security System, BPJS Ketenagakerjaan must cover all workers in Indonesia, in both formal and informal sectors, totalling 120 million workers distributed in 17,000 islands.

The Public Institution for Social Security (PIFSS) faced several challenges in conducting services which affect the quality and cost provided. PIFSS set the following objective to tackle these challenges:
 

In February 2011, the Japan Pension Service (JPS) launched "Nenkin Net", an internet service for its customers to use personal computers to access their pension information at any time 24 hours a day.

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.

The social security administrator, as mandated in the Law, must provide a single identity number to its members. As part of the social security reform processes in Indonesia, BPJS Ketenagakerjaan initiated a project to integrate its whole administration system with the National ID administered by the Home Affairs Ministry (which was recently reformed in the agenda of national public administration).

It is well known how to manage our regulations, standards, and working guidelines, but:

How do we manage knowledge that is not captured in typical documentary form, but which we systematically need to perform our work?

How do we manage our notebook of “useful facts” which we use for our work?

How do we ensure maximum access to:

The Social Security Corporation (SSC) in its efforts to enhance and improve the quality of services has started to link electronically with the main stakeholders' databases. Actually, the systemic electronic exchange of data between SSC and the partners, stakeholders, and counterparts stems from its strategic orientation to deliver high quality services. To achieve this, SSC has signed bilateral agreements and memoranda of understanding with both private and public sector organizations.