Building Trust with Seamless Digital Services
In today’s digital age, organizations are expected to provide seamless, efficient services. Transforming traditional processes into innovative e-services not only enhances user experience but also strengthens public trust and engagement. This case study on the Social Security Corporation (SSC) showcases how digital transformation can elevate public service delivery and meet evolving user needs.
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Disbursement of Unemployment Saving Account E-Applications
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+
Unemployed E-Service Applications
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+
Boosting Response Rate
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+
Retirement and Early Retirement E-Service Applications
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M+
Electronic Accounts
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Maternity Applications
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Work Injury E-Service Applications
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Corporates Registered
Overview
The SSC project was executed in two phases, each focusing on enhancing and expanding the organization’s digital services.
Phase 1 – 100% Delivered
- Developed and deployed the SSC website.
- Re-engineered and re-implemented 35 existing e-services to improve functionality.
- Enhanced the look, feel, and customer journey for 80 existing e-services.
- Implemented local user screens for SSC staff to review and approve individual and corporate transactions.
Phase 2 – 100% Delivered
- Re-engineered walk-in services and designed/implemented 80+ new e-services.
- Provided ongoing support and enhancements based on user feedback.
- Launched new services related to Defense Orders in response to the COVID-19 pandemic, helping SSC support affected companies, organizations, and individuals.
