Modernization of the INSS: Workshop Boosts Improvement of Social Security in Angola
The workshop was structured based on an innovative approach, using methodologies such as "Design Thinking" and "Service Design" to redesign priority services, including Proof of Life, Employee Registration and Debt Management.
21 March 2025
Luanda, Angola (ILO News) - More than 30 technicians from the National Institute of Social Security (INSS) participated, from 17 to 21 March, in Luanda, in the Workshop on the Redesign of Social Security Services. The initiative represented a milestone in the search for modernization and efficiency of the social protection system in Angola.
The activity was promoted by the International Labour Organization (ILO), in collaboration with the project "Expansion of Social Security to Support the Formalization of the Angolan Economy (ESSAFE Angola)", with funding from the European Union.
The event was opened by the ILO Project Manager in Angola, Denise Monteiro, who highlighted the relevance of this action in strengthening social security. "This workshop is part of a series of initiatives of the ESSAFE Angola project, which aims to significantly improve the functioning of the social protection system in the country, expanding access to INSS services and contributing to greater economic and social inclusion of workers in Angola," said Monteiro. The manager also stressed that the redesign of services is crucial to simplify administrative processes and increase the efficiency of services, ensuring that social security reaches citizens in an agile and effective way.
The workshop was structured based on an innovative approach, using methodologies such as "Design Thinking" and "Service Design" to redesign priority services, including Proof of Life, Employee Registration and Debt Management. The starting point was a thorough diagnosis of the existing gaps, followed by the creation of optimised solutions that put the citizen at the centre of attention.
"We start by analysing and verifying the problems of the different services, then we focus on looking to the future and thinking about improvements for each service, but also about their constraints", reinforced Mariana Monteiro, specialist in public service innovation and facilitator of the workshop.
During the five days of intensive activities, participants worked in multidisciplinary teams to analyse existing processes and develop prototypes of new solutions. Among the main results, the presentation of redesigned models for the provision of services and detailed roadmaps that indicate the necessary steps for implementation stood out.
"Communication with the beneficiary or taxpayer is one of the main issues in the service area, those who interact directly with them must use simpler language in order to be well understood," said Yolando Pedro, INSS service technician.
The digitalization and debureaucratization of services were recurring themes in the discussions, with the aim of facilitating workers' access to the social protection system, especially in a country where informality still dominates a large part of the labour market.
The strategic role of communication was also highlighted, with the creation of multichannel strategies aimed at the end user and the establishment of interdepartmental protocols that promote greater internal alignment at the INSS. These efforts aim to ensure that citizens clearly understand the services available and how to access them, reducing information barriers and promoting trust in the system.
This initiative symbolizes more than an operational improvement, a declaration of commitment to a fairer and more inclusive future, where every citizen, regardless of their position in the formal or informal economy, can count on an effective and accessible social protection system.
Relevant projects
Project
Expanding Social Security to Support the Formalization of the Angolan Economy (ESSAFE Angola)