On December 2012, a total of 32,103 covered patients had been waiting for 432 days (on average) to undergo a surgical procedure, which translated into 50 per cent of dissatisfaction and reliability loss that showed up in several surveys.

Therefore, the top management established - as an institutional policy - a new model called Trust-Building Plan: More Surgeries, Less Waiting, which turns the waiting into a new opportunity to get back the trust of covered patients and associates, and to increase user's satisfaction.

• Recruitment of Human Resources in the Social Health Insurance Institute (Seguro Social de Salud (EsSalud) was carried out through the reception of documents that were delivered physically in the same Assistance Network (or Hospital), producing an applicant participation lower than expected (mainly in positions for specialty physicians in more remote areas of the country), shortage in Human Resources, and complaints from citizens through the country.

Nursing care focuses on providing timely, ongoing, efficient, and human care directed towards the service provider and the user's satisfaction, contributing to the quality of care services in The National Cardiovascular Institute (Instituto Nacional Cardiovascular (INCOR)), EsSalud.

The Repeatable Medical Prescriptions Programme aims to keep track of prescriptions for beneficiaries who go to first and second level medical units and follow controlled treatments for chronic-degenerative diseases, so that the patient can refill their medication over a period of 90 days, i.e. on the first consultation and the following two months. This optimizes the agenda of doctors who can provide services to other patients.

Under the Adult Overweight and Obesity Preventive and Curative Programme (Programa de Prevención y Regresión del Sobrepeso y Obesidad (PPRESyO)), the follow-up of patients used to be done empirically by means of a flat file, which resulted in lack of monitoring. For this reason, it was necessary to develop a user-friendly and intuitive technological platform to improve the service. This platform consists of tools for nutritional diagnosis, a calculator of protein and carbohydrate distribution, and the monitoring of the patient's diet.

During the second half of 2013 and the first of half 2014, a comprehensive analysis including all delegations and national administrative units identified the need to develop a tool to provide information and advice to beneficiaries in relation to their personal loans, thus avoiding unnecessary visits to the offices of the State Employees' Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado (ISSSTE)).

• Nowadays, new technologies offer the opportunity to improve the quality of life of those who use them. In its mission to contribute to the satisfaction and overall wellbeing of its beneficiaries, as well as to provide better quality services, the State Employees' Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado (ISSSTE)) has been constantly innovating.

The tendency to care for people with health impairments at home has been growing in recent decades. This has led health and social security institutions to identify households as settings for care, and the family, as a fundamental element to support this practice. In this context, the State Employees' Social Security and Social Services Institute (Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado (ISSSTE)) has developed an interactive multimedia course that can be consulted by anyone with internet access.

This service was created to standardize the scheduling of medical consultations, by integrating communication technologies and institutional systems such as the on-line validation of rights. This contributes to the allocation of communities in the same medical unit, strengthening the concept of family medicine and reducing waiting times to access the service.

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.

The main line of action of the Mutual Association for the Protection of the Family is to provide for the health of its members; to that end, it promotes the primary health care model, which provides access to an inclusive, participatory and effective healthcare system.

The Social Service of the Mutual Association has developed the area of occupational therapy, focusing on prevention and the promotion of health and welfare, functional performance assistance services and therapeutic activity workshops.

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.

Inspired by its compromise with social transformation, Compensar designed and implemented on its own initiative a pioneering model of participation in social housing (Intervención en Vivienda de Interés Social (VIS)), aimed at building communities beyond housing delivery.

By means of a coaching process, the new families of VIS projects led by Compensar develop social and civic skills that stimulate the sense of community ownership. It also improves their quality of life, ensuring communal life, training leaders and creating opportunities for integral growth.

The development and implementation of the Customer Experience Centre involved a previous project (from 2012 to 2014). Since January 2015, the Family Allowances Fund launched a new project that focuses on the client’s emotions and experience when interacting with service providers.

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.

The Universal Child Allowance (Asignación Universal por Hijo (AUH)) for Social Protection was adopted by Decree 1602/09. It is a monthly non-contributory allowance, payable for each child under age 18 (no age limit in the case of a disabled child), up to five children.

The PRO.CRE.AR. Fund was created in 2012 to address the housing needs of citizens, taking into account the different family socio-economic conditions. The State has taken two approaches: housing construction projects and public resource mobilization into a mortgage loan programme.

Through this Programme, economic activity is also boosted thanks to the housing construction incentive, which benefits the economy as a whole, not only in terms of production, but also employment and domestic consumption.

The Conectar Igualdad Programme is a digital inclusion policy, established by Decree No. 459/2010, provides every student and teacher in state secondary schools, teacher training institutes and special education schools in the whole country with a netbook. The Programme is managed by an Executive Committee chaired by Mr Diego Bossio, Executive Director of the National Social Security Administration (Administración Nacional de la Seguridad Social (ANSES)).