Vietnam Social Security: Comprehensive digital transformation, taking people and businesses as the center of service

PV:In recent times, the application of information technology and digital transformation of the Vietnam Social Security sector, especially the implementation of Project 06 of the Government, has achieved important results, highly appreciated by the National Assembly, the Government and society. Among those results, could you please tell us about the outstanding achievements that have contributed to the successful implementation of the targets and tasks of the sector?

Mr. Nguyen The Manh:Vietnam Social Security has identified digital transformation and the implementation of Project 06 of the Government as the core and continuous task of the Industry. This task is very important, helping to improve the quality of service to organizations and individuals and enhance the management efficiency of the Vietnam Social Security industry. Accordingly, together with the entire political system, the entire Industry has made efforts and tried to successfully complete the assigned tasks, bringing about breakthrough changes, contributing to the creation and construction of the Vietnam Social Security digital industry in accordance with the orientation of the Digital Government of our Party and State.

Over the implementation period, the Vietnam Social Insurance industry has achieved outstanding results such as:

Firstly, Vietnam Social Security is one of the first units to successfully connect with the national population database as soon as it was officially put into operation. Currently, the Social Security is managing more than 91.74 million participants, of which 94% have been authenticated and synchronized with the national population database.

Second, the Industry has actively coordinated with the Government Office, the Ministry of Public Security, the Ministry of Justice, the Ministry of Labor - Invalids and Social Affairs, etc. to deploy two groups of interconnected administrative procedures (Birth registration - permanent residence registration - issuance of health insurance cards for children under 6 years old; Death registration - Deletion of permanent residence registration - Support for funeral expenses, Funeral allowance); online public service "Resolving unemployment benefits"...

Closely coordinate with the Public Security and Health sectors in the implementation of: using Citizen Identification Cards and applying national electronic identification (VNEID) to serve people going to see a doctor for health insurance; applying biometric technology at medical examination and treatment facilities and Social Insurance agencies at all levels; connecting data on driver's health examinations, birth certificates, death certificates from medical examination and treatment facilities, and Electronic Health Books; synchronizing and sharing information to help the Ministry of Education and Training monitor and evaluate the employment situation of students after graduation.

Third, complete the provision of online public services according to Decision No. 422/QD-TTg dated April 4, 2022 of the Prime Minister on the National Public Service Portal.

Fourth, continue to upgrade and effectively deploy the VssID application - Digital Social Insurance; at the same time deploy the connection and integration of electronic identification accounts (VNeID accounts) on the VssID application of Vietnam Social Security, aiming to allow more than 50 million people with VNeID accounts to access and use the VssID application.

Fifth, synchronously deploy many solutions to ensure network information security such as issuing regulations and rules on information security work; fully deploying technical solutions and plans to ensure information security according to levels; organizing annual information security drills and conferences; conducting inspections, assessments and monitoring of the Industry's information systems; establishing the Vietnam Social Security Network Information Security Incident Response Team... to proactively respond early, handle and promptly prevent cyber attacks.

PV: So how have these results impacted and brought about effectiveness in the management and professional activities of the Industry, as well as brought many benefits to participants and beneficiaries?

Mr. Nguyen The Manh:With the consistent viewpoint of "Taking people and businesses as the subject and center of service", up to now, all fields of operation of the Industry have been digitized and applied information technology with nearly 30 information technology application systems to manage business processes, more than 20 thousand accounts in the Industry regularly access, exploit and use to perform the Industry's operations. The Industry's Health Insurance appraisal information system is connecting with nearly 13,000 Health Insurance medical examination and treatment facilities nationwide. This is an effective tool, contributing to making Health Insurance medical examination and treatment public and transparent, ensuring legitimate rights for Health Insurance participants.

Every year, the Health Insurance Assessment Information System and the Electronic Social Insurance Transaction System have received about 300 million online transaction records. In fact, electronic transactions in the field of Social Insurance not only contribute to reducing the pressure of handling records and procedures for Social Insurance agencies, but also help organizations and individuals save a lot of time, effort and travel costs when transacting with Social Insurance agencies.

Notably, 100% of the Industry's procedures have been provided with full online public services and integrated on the Vietnam Social Security Public Service Portal; and gradually integrated on the National Public Service Portal. Almost all of the Industry's activities, as well as transactions between people and businesses with the Social Security agency, have been carried out in the digital environment. Therefore, it not only helps people and businesses to transact with the Social Security agency anytime, anywhere, but also easily monitor the progress of file processing, check and compare data on participation and policy beneficiaries. Thanks to that, the transparency of information, the effectiveness of inspection, supervision, management and use of Social Security, Health Insurance, and Voluntary Insurance funds have been significantly improved...

Vietnam Social Security has also actively deployed and promoted the application of information technology in the inspection and examination activities of the Industry by electronic means combined with traditional inspection and examination methods to help increase quality, reduce human resources, inspection and examination time (reduced by about 48%, from 20 hours to 10.5 hours). At the same time, it has brought about clear efficiency in the work of collecting and developing participants, reducing debt, especially minimizing the abuse and profiteering of Social Insurance and Health Insurance funds.

In particular, the Industry has deployed the application "VssID - Digital Social Insurance" on mobile platforms. Currently, there are more than 30 million accounts using the application, with more than 4 million uses of the Health Insurance card image on the application to go to medical examination and treatment nationwide. It can be seen that the VssID application has brought initial success in the digital transformation of the Vietnam Social Insurance industry according to the roadmap to build a digital government in Vietnam. With this application, users can manage and control information about the process of participating in and enjoying Social Insurance, Health Insurance, Voluntary Insurance policies; conduct transactions with Social Insurance agencies; use the Health Insurance card image on the VssID application to go to medical examination and treatment under Health Insurance... in a convenient, fast, easy way, saving time and travel costs.

At the 38th ASEAN Social Security Association (ASSA) Executive Board Meeting, Vietnam Social Security was honored to receive the “Effective Practice” award from ASSA in the information technology category for the “VssID - Digital Social Security” application on smartphones. This shows the interest and appreciation of international social security organizations for this technological solution that brings many benefits to participants.

In addition to using the Health Insurance card image on the VssID application to go to the hospital, people can also use the chip-embedded citizen identification card, the national electronic identification application (VNeID) to replace the paper Health Insurance card. This not only helps reduce the pressure on medical staff but also creates favorable conditions for people when going to the hospital for health insurance examination and treatment, so it has been recognized and supported by many people and medical facilities.

The customer care system of the Vietnam Social Insurance industry has also been innovated in a modern and friendly direction with many channels of consulting and supporting participants such as: Customer support hotline system; Chatbot system to support customers (providing information on payment and enjoyment of Social Insurance, Health Insurance; answering Social Insurance and Health Insurance policies automatically using artificial intelligence, increasing high interaction with participants...); setting up a Facebook Fanpage/ Zalo OA communication on the social network system... bringing practical benefits to participants and beneficiaries of Social Insurance and Health Insurance policies.

It can be said that the results achieved in digital transformation and the implementation of Project 06 have not only contributed to improving the quality of service for organizations and individuals but also enhanced the management efficiency of the Industry. Thereby, contributing to building a modern and professional Vietnam Social Insurance industry, for the satisfaction of people and businesses in accordance with the spirit of Resolution No. 28-NQ/TW of the 12th Central Executive Committee.

PV: So, in your opinion, what are the key lessons and solutions for the Vietnam Social Insurance industry to continue promoting results in the coming time?

Mr. Nguyen The Manh:On June 15, 2021, the Prime Minister issued Decision No. 942/QD-TTg approving the Strategy for e-Government development towards digital Government for the 2021-2025 period, with a vision to 2030.

Through the assessment of the objectives of this Plan until 2025, Vietnam Social Security has basically achieved the set objectives. However, we should not be subjective or satisfied with what we have. The digital transformation of the Vietnam Social Security sector is currently a mandatory requirement that needs to be done immediately, comprehensively, and is a strategic direction to help the sector develop sustainably in the 4.0 era.

In the next phase from 2023 to 2025 and towards 2030, Vietnam Social Security is determined to carry out a strong and comprehensive digital transformation, focusing on participants and beneficiaries of social insurance and health insurance regimes and policies.

In particular, focusing on consolidating and promoting the strengths of the existing database that is always enriched; actively coordinating with ministries, branches and localities to authenticate, share and connect data to serve the management and provision of online public services; developing the digital Vietnam Social Insurance industry with high-quality digital human resources; testing and applying new technologies such as Blockchain, Big Data, AI to bring efficiency in management, improve the experience of organizations and individuals...

Continue to create more and more utilities and services that bring practical benefits to people and businesses with the goal always identified by Vietnam Social Security as "digital transformation is an important and key task for the Industry to best serve policy participants and beneficiaries", worthy of the trust of the Party, State, Government and People./.