Modernization of the CNSS Information System: SI-CNSS A case of the National Social Security Fund

Transcription

1 Good practice in operation since: 2016 Good Practices in Social Security Modernization of the CNSS Information System: SI-CNSS A case of the National Social Security Fund National Social Security Fund Tunisia Published

2 2 Summary The National Social Security Fund of Tunisia (Caisse nationale de sécurité sociale CNSS) is a social security body covering the public service and managing eight schemes with a total of more than 2,250,000 insured members, 135,000 employees, and 690,000 pensioners. It embarked on a reform and modernization of its information system. The reform drew on ISSA Guidelines and involved three specific projects: renovation of central equipment: P1; renovation of the pension management system with the acquisition of a modelling tool and a development framework: P2; digitization of members paper files and of monitoring of the files (in progress): P3. These projects were proposed by the CNSS in the framework of a project to support reforms to social protection financed by the MENA Transition Fund with technical assistance from the World Bank. Project P1 has received international recognition from DELL as one of the eight best implementations in the world. The issue or challenge What was the issue or challenge addressed by your good practice? Please provide a short description. Given the complexity of its information system and of socio-economic and technological change, CNSS embarked on a process to modernize its computer equipment, to reform the functioning of its pension management system, and to implement decentralization and digitization. The three projects are integral to CNSS s participation in the national project entitled Administration 2020 based on the principles of open government. This modernization process is intended to turn CNSS- Tunisia into an efficient, rapid and paperless organization capable of providing quality public service. Addressing the challenge What were the main objectives of the plan or strategy to resolve the issue or challenge? List and briefly describe the main elements of the plan or strategy, focusing especially on their innovative feature(s) and expected or intended effects. Project P1 had the following objectives: to install a more powerful computer infrastructure addressing new demands (Cloud- Ready and innovative services to members); to reduce the costs of computer development and maintenance and ensure that the computer applications are sustainable; to improve the quality of service provided to members; to enable the pooling of means and resources and make them available to social security institutions in Tunisia; to reinforce the security and continuity of computerized functions.

3 3 Project P2 had the following objectives: to improve the quality of service provided to members of the social security scheme: to enhance decentralization through the digitization of pension files; to reduce the costs and delays in payment of pensions by consolidating coherent tasks and by simplifying and integrating the related procedures and services; assigning a unique social security identity to each member; renovating the pension management system; making pension-related e-services available on line. Project P3 had the following objective: The implementation of procedures for the communication and exchange of data between the various stakeholders (internal and external to the CNSS): interoperability. Targets to be achieved What were the quantitative and/or qualitative targets or key performance indicators that were set for the plan or strategy? Please describe briefly. 1. The renovation of central facilities and the implementation of a backup solution with a social partner have paved the way for the modernization of business applications and the improvement of the quality of the services provided to members. It also guarantees the continuity of IT activities in the event of glitches on the main site. In addition, the solution adopted has made it possible to: equip CNSS with modern, powerful, scalable and Cloud-Ready production machines (a totally virtualized environment with more than 460 virtual machines (VM)); enable CNSS to derive maximum benefit from its applications and data; enable the pooling of means and resources and make them available to other Tunisian social security institutions: moving towards sectoral interoperability enables the electronic exchange of data between funds, thereby removing the need for citizens to repeatedly supply required documentation; ensure the hosting of applications and their data in secure and cross-platform environments; ensure a high degree of availability of the hosted applications. 2. The renovation of the pension management system with the acquisition of a modelling tool and a Development Framework will make the following possible: A complete overhaul of the pensions application in a methodological framework addressing the strategic orientations of the CNSS and its business, organizational and technical requirements, and its implementation. The target application is composed of two parts: o A part that is visible to members: the Front Office, which offers the following e-services: logging and follow-up on pension applications, pension simulations, maintaining entitlements, claims management.

4 4 o A part that is visible to those involved in the processing of pension files: the Back Office, which automates the optimized business process from the logging of the pension application to the award of the pension and its payment, and the maintenance of entitlements. improvements in the quality of service provided to members; the reduction of costs and delays in the payment of pensions through the consolidation of coherent tasks, the simplification of procedures and the harmonization and rationalization of working methods: the average waiting time for payment of a pension has fallen from 74 days to 28 days; strengthening decentralization through the digitization of pension files; adoption of a unique social security identity for each member; on-line pension-related e-services (pension simulations, follow-up on and maintenance of files); establishment of procedures for the communication and exchange of data between different funds (internal and external to the CNSS) in the processing of a pension file; the acquisition of a modelling tool and of a development framework forming the basic foundation for the development of all the applications envisaged in the IT action plan. Evaluating the results Has there been an evaluation of the good practice? Please provide data on the impact and outcomes of the good practice by comparing targets vs actual performance, before-and-after indicators, and/or other types of statistics or measurements. The indicators for projects P1 and P2 as at 31 May 2017 are the following: Project P1 analysis of the SI-CNSS system; alignment with the National Strategic Plan (Administration 2020); conduct of strategic and technical studies; choice of hardware and software. Project P2 Back Office study of the administrative process of pension management; process modelling and mapping; process automation and simulation; analysis and optimization of the process; process automation and generation of the pension management system.

5 5 Front Office study, design and development of e-services; linking e-services to BackOffice (the pension management system); implementation of e-services. Lessons learned Based on the organization s experience, name up to three factors which you consider as indispensable to replicate this good practice. Name up to three risks that arose/could arise in implementing this good practice. Please explain these factors and/or risks briefly. The projects aimed at modernizing the CNSS information system reflect the Fund's responsiveness to the development of ICT in social security systems. It also reflects the rapid development of new forms of interoperability and information exchange between the CNSS and its various partners. These three projects offer added value to: the CNSS and its partners through the rapid, secure and reliable exchange of social security data; the users through quality services. Project P1 has received international recognition from DELL as one of the eight best implementations worldwide. The success of the SI-CNSS modernization projects is stimulating interest among social security organizations to develop new forms of interoperability for the exchange and consolidation of social security data in order to manage and anticipate legislative and economic changes in social security. On the other hand, any modernization of the information system through ICT remains dependent on the commitment of senior management and on the rules governing its functioning and its technical constraints.