In order to achieve service excellence, BPJS Ketenagakerjaan developed a new service blue print putting prime concern on three aspects: People, Process, Physical Evidence.

Pensions are paid in cash quarterly at several payment sites across the country. This requires the involvement of extensive human  (including employees of the National Social Insurance Fund (Caisse nationale de prévoyance sociale (CNPS)), police, and financial institutions) and financial resources (including food for the pensioners, logistics, and security).

• Evolution of the achievement rate based on the time required for the completion of the transaction of the average time of treatment (10-15) days.
• Target rate of accomplishment increased from 70 to 98% (2011-2013) after analysing the reasons for the transaction delays (support by workers (manpower)/adopt new mechanisms to deal with the Ministry of Finance).
• Reduce the frequency rate (by directly communicating with clients).
• Preparation and special paper key performance indicators for social security institutions.
• Execute the plan th

Since April 2014 the Social Insurance Institute - State Employees' General Retirement Fund (Institut de prévoyance sociale - Caisse générale de retraite des agents de l'Etat (IPS-CGRAE)) has been the object of a major reform which aims notably at ensuring ongoing improvements in the quality of services provided to insured persons by accelerating payment of the first pensions after retirement.

Good governance on Fund financing requires a set of regular checks including proof of life.

In this context and in anticipation of a national and computerized civil register allowing death investigations, the Pension Fund of Morocco (Caisse marocaine des retraites (CMR)) has adopted an innovative practice based on pension provision control in the beneficiary's bank branch. Thus, targeted pensioners simply go to their usual bank branch to get their pensions by e-mandate. This release is therefore treated as a proof of life.

In 2010, the government of Mali introduced a compulsory health insurance scheme with third-party payment for civil servants and workers to guarantee affordable health care.

In 2011, the National Sickness Insurance Fund (Caisse nationale d'assurance maladie (CNAM)) concluded agreements with all public agencies, in particular with hospitals, referral health centres and community health centres.