Currently, VSS has a channel of direct communication with citizens and enterprises and hosts an online forum on the implementation of social insurance, health insurance, and unemployment insurance policies on VSS digital portal at www.baohiemxahoi.gov.vn every 3 months.

Our 24/7 Call Center, reached at 1900.9068, was launched in August 2017. In April 2019, this system was transformed by the application of Artificial Intelligence (AI) to better receive and process our customers’ information. Its database includes more than 3,300 questions and more than 110,000 Frequently Asked questions. This question bank was developed by the specialized divisions of VSS and kept up-to-date in terms of contribution collection categories, social insurance policies, health insurance policies, the issuance of social insurance books and health insurance cards. Moreover, our Call Center system offers an effective support channel for VSS staff at every level in operating their professional software and healthcare providers in transmitting their data. It also receives the citizens' feedback on VSS staff's working attitude at provincial and district levels. This helps VSS to improve its professional service provision in light of public-administrative- to-service-provision mindset transformation. Until the end of 2020, our System has received up to 793,767 calls.

VSS Customer Service Center has been established to serve as the focal point of sharing information and answering all the citizens and enterprises’ questions about social insurance, health insurance and, unemployment insurance policies; providing supports to the citizens and enterprises during their exploitation of the VSS online public services; as well as receiving, streamlining and forwarding the relevant information to those in charge in time.

VSS has just hosted the conference namely “Expert consultation to complete the procedure of receiving, supporting, advising target organizations and individuals as participants and beneficiaries of social insurance, unemployment insurance and, health insurance policies. The event has welcomed the leaders of VSS, representatives from VSS departments and provincial social security offices together with experts in customer care and support services from several major organizations, groups, and banks in Viet Nam.

Illustrative image (source: internet)

VSS has been fully aware of the customer service and support's role in satisfying the beneficiaries, which in turn helps to improve the national business investment environment and enhance our national competitiveness. Soon, VSS will continue to receive feedbacks and complete its procedure of receiving, supporting, and advising target organizations and individuals as participants, and beneficiaries of social insurance, unemployment insurance and, health insurance policies . This is one of VSS’s efforts to enhance the VSS system’s role and position, improve its service quality in parallel with non-stop research, and upgrade of its professional software, human resource development towards professional and modern customer service.