Awareness of rights and obligations vis-à-vis the social security system, including with regard to contribution collection and compliance, plays a key role in fostering a “culture” of social security and compliance. This is particularly important where there have been historical problems of poor service, fraud or data loss.

In order to improve information capabilities, the institution implements data exchange with organizations related to social security contribution collection and compliance but which do not have a formal mandate in this regard.

Examples of such organizations include national statistical institutions, and agencies providing business registration and establishment authorization (e.g. industry bodies, ministries, local authorities).

The institution implements systematic and standardized data exchange to improve the effectiveness and efficiency of the contribution collection and compliance system.

This data exchange must be controlled in order to protect people’s privacy, and balanced by a right to access and modification under the surveillance of an independent authority.

Coordination with government and non-government organizations provides additional capability to improve contribution collection and compliance and extension of coverage. Such coordination may range from joint information campaigns to joint audit and fraud activities and the exchange of information.

The institution cooperates with other institutions in adopting a systematic, workflow-based approach to managing prosecutions.

This will enable the development of a common process among all institutions involved in a prosecution, in order to coordinate actions and make them more consistent.

Transparent systematization adds value to the system since it gives a predictable character to the institution’s behaviour.

The institution improves its processes of audit and fraud control by using advanced ICT tools and any other available and consistent resource.

Relevant tools include data mining, business rules, multidimensional data analysis and external data (e.g. satellite photography and geographic information systems).

The institution defines a strategy on fraud control and error risk management.

The strategy should include an organizational structure, specialization of roles (e.g. analysis, planning, control in the field), methodologies and procedures. It should balance preventive and corrective approaches, and be based on both intensive use of information and field activities (on-site inspections).

Contributor non-compliance (especially, deliberate evasion) and the limits of preventive compliance administration measures mean that instances of failure to comply with the law are inevitable.

Therefore, institutions must establish effective mechanisms to prevent and control fraud on social security contribution collection and compliance. These need to be regularly reviewed to update fraud detection approaches to counter new types of fraud.

The institution provides online services to foster the effectiveness and efficiency of interaction with contributors.

Functionalities would include follow-up of contributions and compliance status, a help desk on ICT-based services, and management of claims and communication in general. Such services play a fundamental role in improving transparency and communication with contributors, as well as reducing errors in self-service operations and building confidence in the social security system.

The institution implements the key processes of identifying its debtors and carrying out the procedures to obtain the corresponding payment.

These processes play a fundamental role in promoting compliance by contributors and obtaining the payments necessary to the system’s sustainability. Efficient identification and settlement of debts also adds to the credibility of the collecting agent and helps to build the culture of social security.