His Excellency the Governor of the General Organization for Social Insurance, Mr. Muhammad bin Talal Al-Nahhas, participated in the dialogue session held in the framework of the activities of the World Social Security Forum, which will be organized by the city of Marrakech, Kingdom of Morocco from 24 to 28 October 2022 .e., organized by the International Social Security Association (ISSA).
The Governor’s participation in the dialogue session “Managing the Social Security System in the Technological Age” was attended by a group of specialists, managers and experts in the field of protection and social insurance.
The session discussed the use of technology and its integration with human capabilities to support the goals of insurance protection organizations, as well as the role of management, risk management and leadership in this context. The session also discussed the most important future issues facing insurance coverage. organizations.
During the session, Al-Nahhas reviewed the corporation’s digital transformation strategy, which has undergone significant changes in recent years as the digital transformation percentage of the services provided by the corporation has reached 99%, adding that the corporation has managed to direct customers to use the digital technologies that it has provided to its time spent on customer service increased by 85% and their satisfaction increased, the percentage of actual visits to the offices and branches of the institution decreased by 64%, and the percentage of requests processed by customer service representatives decreased to 73% , and the institution has adopted the use of artificial intelligence techniques and digital customer behavior prediction, and proposed solutions and treatments for this.
His Excellency noted that the social insurance system is in constant search for innovation and the use of modern technologies. To enable the Corporation to achieve its objectives such as assistive technology in subscription collection and financial fraud detection, adding that the Corporation has launched the “Madad” tech initiative with its partners, which aims to improve contractual relationships and ensure the timely transfer of wages to employees, and The corporation has been able to achieve integration and technical connectivity with more than 90 destinations in the Kingdom.
Regarding the most important future challenges facing insurance organizations, Al-Nahhas explained that active customer engagement is a challenge for organizations operating in the insurance industry; what requires them to reorganize processes and requirements; To be more proactive to achieve customer satisfaction, after all, and that rapid technological change can present a challenge to organizations, and in light of this, organizations need to be agile and flexible; To adapt to technical and legislative changes in order to fulfill the role for which it was created.
It should be noted that the General Social Security Organization participates in the World Social Security Forum as a prominent member of the International Social Security Association (ISSA), where it participates in dialogue sessions and seminars through which it seeks to draw attention to the efforts of the Kingdom in its relentless pursuit of achieving peace and stability for members of society through the application of the concept of insurance protection of citizens and residents.
The Foundation is also participating in an exhibition held on the sidelines of the Forum with a range of products through which it aims to present itself, its roles and its outstanding services to clients.
