Improving the quality of services is an ongoing task that involves multiple dimensions such as listening to and evaluating the participants, transparency, excellence and investment in training as the main focus.

Hospitalization is an experience that involves both physical and emotional risks for the patient and family as well as institutional costs. Lowering these is the challenge of this good practice.

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: 

The IMSS Digital mobile application is part of the modern model of digital care strategy implemented by the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) in 2013. The IMSS Digital application is a digital channel aimed at the Institute’s strategic objective of deregulating, streamlining and digitizing services and procedures in order to reduce costs and processing times, and enhance quality and user-friendly services. 

Occupational accidents resulting in disability constitute a complex and multidimensional problem whose resolution transcends what is strictly provided for in the occupational accidents and diseases law (Law 16.744 of 1968). This problem impacts on the life opportunities of the affected people and results in vulnerabilities affecting not only them but also the institutions involved and society as a whole.

The National Historical Reparation Programme  (Programa Nacional de Reparación Histórica) was established with the aim of implementing settlement agreements between the National Social Security Administration (Administración Nacional de la Seguridad Social ‒ ANSES) and retirees/pensioners to adjust their pensions and to settle pension debts owed to beneficiaries who voluntarily participated and met the criteria laid out in Act No. 27.260.

Often, the interests of workers and employers are not the same, so addressing absenteeism as it relates to the health and safety of workers is an ethical and social commitment.

This good practice aims to reduce absenteeism arising from respiratory, musculoskeletal, mental and cardiac diseases, which are among the most frequent conditions among workers of the Catholic Workers’ Circle of the Uruguay Mutual Fund (Círculo Católico de Obreros del Uruguay Mutualista – CCOUM).

The National Control and Reaction Center (Centro Nacional de Mando y Reacción – CENMAR)  for security in residential facilities for child welfare and development (Estancias de Bienestar y Desarrollo Infantil – EBDIs) is a monitoring system by video-surveillance interconnected via sensors by means of more than 8,700 devices, including intrusion, motion, temperature, smoke and gas sensors, the latter being the most important because once triggered, the gas supply is automatically shut off until the incident is resolved.

To be more effective and efficient in the administration of economic benefits, the Social Insurance Bank (Banco de Previsión Social – BPS) has implemented an automated solution to manage benefits based on the processing of information and current regulations, and providing access to benefits without requiring beneficiaries to go to customer care centers.

To obtain a benefit, the process begins with the authorized benefit provider completing the requisite information through the available Web functionalities. 

Technical aid or support products are among the most important factors in terms of human development for disabled and elderly persons. The objective is to mitigate or compensate for limitations when performing various activities of daily living such as eating, dressing, personal hygiene, mobility for the bedridden, play and leisure time, productivity and work activities as well as improving independence and quality of life.

The national reference center for birth defects and rare diseases (Centro de Referencia Nacional de Defectos Congénitos y Enfermedades Raras – CRENADECER) is a unit of the Social Insurance Bank (Banco de Previsión Social – BPS). The center for access to assistive technologies (Centro de Acceso a Tecnologías de Apoyo – CATA) is located therein, and its goal is to approach disability in a way that promotes equal opportunities in relation to technology, using computers to assist with rehabilitation.

This is about a platform for data exploration and analysis which aims to allow large quantities of data to be visualized, filtered and categorized so as to inform organizational decisions affecting society at large.

This good practice comprises a workflow platform which automates a series of actions, activities and tasks performed by users when executing certain established processes. This allows work on the implementation and improvement of routine processes to be coordinated and organized. The platform integrates workflows, the requisite documentation, and internal and external services throughout the organization and allows processes to feed into one another which otherwise would be carried out in isolation. 

An application was launched to facilitate access to the information and services of the National Social Security Administration (Administración Nacional de la Seguridad Social – ANSES) through mobile phones, which are widespread among the population.