VSS Deputy General Director Tran Dinh Lieu speaking at the Conference.

Attending the Conference were leaders of units under VSS, representatives of social insurance agencies of some provinces and cities and experts from many organizations, banks, businesses, etc. operating well in services of support and customer care.

Speaking at the opening ceremony, Deputy General Director Tran Dinh Lieu emphasized that the social insurance and health insurance are two major policies of the Party and the State, which are the main pillars of the social security system. With more than 700,000 organizations and nearly 87 million individuals participating in policies, supporting and serving these individuals and organizations effectively and professionally is an important task that VSS pays special attention to. Since August 2017, VSS has opened the Customer Service Center to support people, organizations and businesses in contacting through the Call Center. This is the focal point to provide and answer questions, advise and guide policies on social insurance, health insurance and unemployment insurance for people and units; to evaluate the satisfaction level of organizations and citizens when participating in online public services of the Industry, at the same time, is the focal point to receive all information to streamline and transfer to related departments and boards to handle quickly, improving the efficiency of the social security system.

Since its establishment until the end of 2020, the Call Center of the social insurance industry has received a total of 793,767 calls. In which, there were 25,146 calls in 2017 and 158,351 calls in 2018 (6 times more than in 2017); in 2020, it was 355,489 (14 times up compared to 2017).

From this result, to further improve the work of customer care, on September 29, 2020, VSS launched the Customer Service Center. This is an important step contributing to improving the professionalism and modernity of receiving and processing information, consulting, answering and supporting the requests of individuals and organizations participating in transactions in the field of social insurance, health insurance and unemployment insurance.

Mr. Duong Manh Hung - Director of VSS Customer Service Center.

Hung said that the VSS Customer Service Center was born with 4 departments - a division first established in administrative and career agencies across the country. This has contributed to changing the mindset from administration to service, with four main activities: Survey and assessment, dialogue activities, and monitoring of the organization and implementation process. Through each activity, there will be a clear and specific process for handling reflections of organizations and individuals: On the switchboard, the Customer Care Center will go through 7 steps from receiving calls to saying goodbye to customers. If via Fanpage, Portal, Email of the social insurance industry and by post, it will be handled by the Customer Care Center through 5 professionally steps from the stage of the Center's staff receiving questions and classifying them to completing the answers to pass to customers. All these stages will be performed according to professional standards.

Representatives of businesses in the area attended the Conference.

In order to identify the necessary professional processes to meet the requirements of customer care, the Customer Care Center has developed a draft reception, support and consultation process for organizations and individuals participating in and benefiting from the policies of social insurance, health insurance and unemployment insurance and consulted the affiliates of VSS and representatives of social insurance agencies of provinces and cities. On the basis of comments and suggestions, the Center has completed the content of the process and consulted the experts.

Mr. Nguyen The Anh - Director of Customer Care Center of Vietnam Post assessed: Social insurance is the best digital converter in recent years, which is in line with digital technology trends. This has helped the policy of social insurance, health insurance and unemployment insurance to form products for customers by default from awareness until there are decisions to participate. Therefore, it is imperative to have a set of standards in receiving, supporting and advising participants of social insurance, health insurance and unemployment insurance. By doing this, the new social insurance industry will gradually become more and more professional, satisfying the participants of social insurance, health insurance and unemployment insurance.

According to Mr. Nguyen Quoc Thanh - Deputy Director of Ho Chi Minh City Social Security Office, the supervision shows that the interest of people and businesses on social insurance, health insurance and unemployment insurance is growing. In 2019, the Ho Chi Minh City Social Security received 1,306 turns of citizens, processed 793 letter applications, responded to 1,569 turns of letter applications on the website; this figure in 2020 was 795 turns, 1,068 letters, 1,150 turns on the website, etc.

However, according to Mr. Thanh, the reception of citizens at Ho Chi Minh City Social Security Office still witnesses some limitations such as: When there is a change in policies on social insurance and health insurance, people will send questions of the same content through letter, phone, email, zalo, fanpage, text, etc. which takes a lot of time; information receiving officers sometimes send incomplete and unclear answers to people, leading to inadequate understanding of policies and guidelines of the Vietnam's Social Insurance Industry.

Presentations delivered at the Conference.

Therefore, the establishment of the Customer Care Center of the Vietnamese social insurance industry in this period is of great importance and crucial. In addition, as the COVID-19 epidemic still remains complicated, employees and enterprises are restricted to come to the headquarters of the social insurance agencies to submit dossiers, and they mainly perform transactions with the Ho Chi Minh Social Security Office through the electricity transaction softwares, post office and the utilities of social networks, etc. Therefore, building the process of receiving, supporting, consulting for organizations, individuals, enterprises to participate in and benefit from policies on social insurance, health insurance and unemployment insurance is driving towards a social insurance agency that is "modern and professional" and towards the satisfaction of people and businesses.

Agreeing with the above points of view, Mr. Pham Thanh Tung, Director of Quang Binh Social Security Office, said: The establishment of the VSS's Customer Care Center is vital. However, the mission of customer care is not only the task of the Customer Care Center, but also the common mission of the entire social insurance industry of Vietnam. In which, the Customer Care Center is the core task, directing, managing and directly receiving, supporting, consulting a number of specific cases when receiving information. The majority should also assign the reception, consultation, support, and medical care to the provincial and district social insurance agencies for timely and deeper resolution.

Vietnam Social Security aims to be professional and effective in building the process of receiving, supporting,

consulting policies on social insurance, health insurance and unemployment insurance in the coming time.

Making suggestions for the process, according to delegates and experts, VSS has an approach and proper assessment of the role of the customer care work in policy implementation. Sharing about their current models and experiences in implementation, delegates and experts have commented and suggested some trends in customer care, especially with the implementation characteristics of the policies of social insurance, unemployment insurance and health insurance of the social insurance industry; in which, it is necessary to have long-term orientation on the technology foundation in order not to be out of date; proactive and stable human resources in consulting and answering; to own tools for measuring, checking, and monitoring the customer care work, etc.

Recognizing comments and suggestions at the Conference, Deputy General Director Tran Dinh Lieu highly appreciated the attention and experience sharing of experts, representatives of units and organizations for the Social Insurance Industry of Vietnam in general and with the customer care work of the sector in particular; At the same time, VSS will absorb and complete the process of receiving, supporting and advising organizations and individuals to participate in and benefit from the policies of social insurance, health insurance and unemployment insurance.

Overview image of the Conference.

According to Deputy General Director Tran Dinh Lieu, with the aim of increasingly improving the service quality, role and position of the Industry, VSS will continue to research and upgrade systems and professional softwares, as well asl to train the human resources to organize better implementation of customer care work in a professional and modern direction./.