The Social Security Administration (SSA) in the United States of America launched its redesigned website, ssa.gov. The new site leveraged human-centered design concepts to build out self-service capabilities and improve accessibility. SSA analyzed customer data and conducted user research to inform where the gaps were, test designs and implement iterative changes on the site.

ILO Working paper 87 (Feb 2023)  Human-centered social security administrations keep the human dimension in control of decision-making. This is made possible through the insight to be gained from digital data-driven innovation in policy and governance and managerial reforms. Moreover, there are risks associated with collecting and analysing people’s digital data analysed and using it to further automate business processes. Human centricity is examined in this paper, through a human + machine approach, starting with social policy through to service delivery.

Asian Development Bank (March 2021) This brief presents digital and online platforms for civil services in Asia and the Pacific, along with recommendations for holistic government interventions and reforms in policies, business processes, and management systems.

ANSES (03.02.2021) Through Resolution 37/2021 published today in the Official Gazette, ANSES expanded its virtual procedures. Now you can manage online the request for the payment of fees, a one-time payment, the accrual of a pension benefit due to death and assistance for the start of the Honorary Pension of Veterans of War.