This is the first among a series of training workshops on customer care for the staff of social security offices in all 63 provinces and cities nationwide.

Addressing the opening ceremony, VSS Deputy Director General Tran Dinh Lieu said the VSS always considers improving public service quality to meet the increasing demands of participants as the key task. Particularly, with the target of universal coverage of social insurance and health insurance and taking people and businesses as the centre of services, all staff of the VSS strive to improve services quality in a professional, modern and effective manner to help people benefit from social insurance and health insurance policies of the Party and State.

VSS Deputy Director General Tran Dinh Lieu delivers a speech opening the workshop

With a huge number of participants of different ages, the demand for support, consultancy and answering questions relating to policies by participants has kept increasing, requiring the Vietnam social security industry to continuously improve service quality, increasing the satisfaction of people and businesses. After three years of operation, customer care activities have been implemented proactively, comprehensively and effectively, gaining positive results.

As of April, 2023, the total number of social insurance participants across the country reached 17.1 million, up 503,000 participants compared to last year. The total number of voluntary social insurance participants is 1.4 million. Around 90,226 people have participated in health insurance, a year-on-year rise of 4.4 million.

The customer care system has supported, provided consultancy and responded to queries from people and organisations about joining and benefiting from social insurance, health insurance and unemployment insurance. The VSS also presented social insurance books and health insurance cards for disadvantaged people.

Director of the Center for Customer Care Duong Manh Hung speaking at the workshop

In recent years, the Vietnam social security industry has made positive changes in mindset, awareness and action with the motto of considering social insurance and health insurance participants as the centre of services. To provide timely support for customers, the VSS maintains seven interaction channels: hotlines, the national public portal, the VSS portal, VSS Fanpage, email and post office.

Lecturer Do Xuan Quynh provides training about customer care skills and real experience between localities

Based on different channels to receive information, the customer care system will provide consultancy, answer questions and support customers in all fields relating to social insurance and health insurance policies. Besides, conferences and dialogues are also held to consult and respond to customers’ queries about related policies.

The customer care task is also aimed at reviewing the organisation of social insurance and health insurance policies to build measures to improve the efficiency of implementing social insurance and health insurance policies.

 Learners join the practice section to share customer care experience

Besides, to ensure efficiency and evaluate customer care activities, the VSS has carried out supervision over customer care activities and surveys to assess the satisfaction of individuals and organisations.

Based on training content and information at the workshop, VSS Deputy Director General Tran Dinh Lieu asked relevant agencies and units and local social security offices to closely follow directions and political tasks of the Vietnam social security industry for active and proactive implementation, including customer care services.

“Social security offices of provinces and cities need to continue to study and apply what they have been trained on in professional activities and seek solutions to improve customer care service quality in line with real conditions of each locality,” he said.

A view of the workshop

At the meeting, leaders and staff in charge of customer care at social security offices of localities were equipped with the necessary skills and knowledge. They shared experience and effective methods in customer care.

Director of the Center for Customer Care Duong Manh Hung delivered contents relating to customer care results over the past years, experiences and lessons about customer care and orientation about customer care activities in the coming time.

He also provided guidelines about registering, installing and using the VssID app and organising dialogues and consultancy on implementing social insurance and health insurance policies.

Lecturer Do Xuan Quynh, Director of the Up To You Training Institute, gave practical exercises for learners to apply customer care skills and share good examples of customer care services and experience in customer care by social security offices of localities.