Deputy Director General of VSS Tran Dinh Lieu

The conference was chaired by Deputy Director General of VSS Tran Dinh Lieu.

Participants included leaders of VSS’ units, representatives of VSS in a number of localities and experts from organisations, corporations and banks.

Opening the conference, Deputy Director General of VSS Lieu said that social insurance and health insurance are two important policies of the Party and State and are key pillars in the social security system.

With over 700,000 organisations and nearly 87 million people joining the policies, supporting and serving these organisations and people effectively and professionally was an important task that received special attention from VSS.

Since August 2017, VSS officially opened a customer service centre to support people, organisations and businesses. This centre provides information and deals with people’s questions as well as consults and guides people and organisations regarding social insurance, unemployment insurance and health insurance policies. It also receives all information to classify and transfer to authourised departments and agencies for handling, helping to improve the operation efficiency of the whole social insurance system.

Since its establishment, the Customer Services Center system of the social security sector received 793,767 calls, including 25,146 calls in 2017 and 355,489 calls in 2020 (six times higher than the figure of 2017).

From this result, the VSS established a centre to support and care for customers on September 29, 2020 in order to further improve the efficiency of the customer services task. This is an important step contributing to raising the professionalism and modernisation in receiving and handling information as well as consulting, answering customers’ questions and supporting individuals and organisations in the field of social insurance, unemployment insurance and health insurance.

In order to define professional processes needed to be built to meet requirements of customer service, the centre has built a draft on the process to receive, support and consult organisations and individuals joining and benefitting from social insurance, unemployment insurance and health insurance policies and took feedback from 21 units of VSS and representatives of Social Security Agencies of 10 cities and provinces.  On the basis of these opinions and recommendations, the centre completed the content and asked for feedback from experts.

At the conference, Director of the Customer Services Center Duong Manh Hung gave an overview of the customer services system of VSS and the construction of the process to handle customers’ opinions, ensuring regulations are met on time and customers’ demands are fulfilled.

Director of the Customer Services Center Duong Manh Hung 

According to participants, VSS has an appropriate approach and assessment of customer care services in implementing insurance policies.  They recommended some trends in customer care services, including long-term orientations about application of technology to not be out of date; having stable human resources and tools to measure, examine and supervise customer care tasks.

Deputy Director General of VSS Lieu appreciated participants’ recommendations and experience sharing and said the VSS will acknowledge these opinions to complete the process of receiving, supporting and providing consultancy for individuals and organisations in joining and benefitting from social insurance, unemployment insurance and health insurance.

With the aim of continuously improving service quality as well as the role and position of the social insurance sector, VSS will continue to study and upgrade its professional software and enhance human resources training to better implement customer care services towards professionalism and modernisation, according to the deputy director general./.