The system is in charge of receiving and classifying all information from the public and businesses to transfer them to relevant departments and boards, thus handling information in a swift manner and improving the operations of the social security system. The aim is to improve the satisfaction amongst organisations and citizens of the sector’s online public services.

The system provides support for customers around the clock, seven days a week – even on holidays. Since becoming operational, it has received 195,236 calls from customers, equivalent to around 10,000 calls per month and 300 calls per day on average.

Thanks to the stronger application of information technology, the system has put into good use several customer support software, including call handling software, customer information management software, and FAQ software. With a bank of up to 1,000 questions, customers will receive answers to their questions about social, health, and unemployment insurance benefits and policies.

Customers can handle procedures online via three portals. On the social and health insurance application form instruction portal, people can check the numbers of and change information in their social insurance books; learn about procedures for gaining lump-sum payments of social insurance benefits, calculation methods for retirement pensions and average salary; explore ways to take part in voluntary social insurance; and check their social insurance codes and contribution process. 

On the health insurance eligibility verification portal, users can check their health insurance cards’ codes, information, and benefit levels; examine procedures for correcting information on the cards, receiving new cards, extending the validity term, and buying household health insurance cards; change the designated places for receiving medical services covered by health insurance; and pay for health insurance-covered medical service costs.

Meanwhile, the e-transaction portal will help customers update and change their digital signatures, register to participate in the portal, use social insurance software, and check the status of their dossiers.

So far, the call center has fulfilled its role by providing information and fielding users’ questions well, thus becoming a useful bridge linking the VSS with the public./.