Service Quality

Service Quality

App folder
sites/default/files/images/guidelines/COLL08/
Guideline code
SQ
Old code
COLL08
Weight
1

Development of a Customer Profiling model to assist in case management and activation

Research has shown that the prevention of long-term unemployment is important from both economic and social perspectives. Long-term unemployed individuals suffer from skill erosion and encounter difficulty in re-entering employment. In the wider economy, welfare payments and lost revenue mean that long-term unemployment entails substantial financial costs.

E-Resources: Social Security Benefit Resource System - technology in service of citizens

The good practice is subdivided in many others, forming a set. The outcome refers to the management of ongoing processes related to social security benefit resources in Brazil, through an electronic system called e-Resources (e-Recursos). Adapted from the electronic processing system of the Brazilian Judicial Power, it employs an optimized development approach, enabling a very quick implementation (speedy deliveries) by industry professionals and owners of the system development talent (competence management), without any significant additional cost.

Service Transformation Initiative 2014-2016

As reflected in the Service Transformation Initiative 2014-2016, Social Security Board's (SSB's) Organizational Vision on customer-centered service guides the institution in transforming service delivery for the benefit of customers, employees and SSB. This aligns with our belief that to achieve our Vision "To be a model Social Security institution, the pride of Belize" we must dramatically improve the way our beneficiaries and other stakeholders access SSB information and services available to them during critical times of their lives.

The redesign of the Canadian Retirement Income Calculator

In 2014, the Canadian Retirement Income Calculator (CRIC) was redesigned to align with the recent reforms to the public pension programmes while taking advantage of the latest web tools. The CRIC was transformed into a dynamic, mobile-accessible application which received much acclaim. In line with the Government of Canada's National Strategy for Financial Literacy, the modernized CRIC helps individuals plan for their retirement; and it promotes both financial literacy and awareness of Canada's public pensions.

Automatized payment for breastfeeding grant

Article 10 of the Constitution of Peru acknowledges and entitles the progressive and universal right of every person to social security. Within this scope, the Act Nº 26790 Modernizing Social Security for Health was enacted, based on the constitutional principles that acknowledge the right to welfare and entitles people to the free access to the services provided by public, private or mixed entities.

Digital management of medical procedures

Medical committees issue decisions determining the percentage of disability caused by occupational accidents or diseases. Moreover they intervene in the cases of discrepancies over treatment or advice concerning return to work, and to determine the occupational nature of an accident. The management model used is entirely digital and provides a simple, effective and rapid tool for workers, reducing the time taken to process each step and offering the possibility of providing medical consultations when the application is made by the worker, thereby improving the service.

Digital Certificate of Earned Income

Web application that allows salaried workers to obtain an official certificate of their incomes, validated by the Federal Administration of Public Revenue (Administración Federal de Ingresos Públicos (AFIP)). Workers can use this certificate, issued by the national Government, as a proof of income, presenting it as a backup on loans, rent or warranty. Moreover, the receiving entity (business, bank, etc.) can check the certificate online at the AFIP website and confirm its veracity.

Digital labour and social security documents - One-stop shop for data (digital payroll)

A joint project by the Federal Administration of Public Resources (AFIP) and the Ministry of Labour which simplifies employers' obligations and reduces the administrative burden related to "work" and "social security", ensuring the quality and consistency of information.

The application involves uploading a file each month, making it possible to fulfil all obligations in a single act and to obtain the following documents in digital form: