30 Sep 12:15 — 12:45
About the session
Segurança Social (Portugal's Social Security System) offers multiple service channels, and there is an effort to become more digital. Yet, the services are not perceived as a whole because the assistance is not standard, leading to cumulative problems that could take months to solve.
Thus, our challenge was posed: how can we increase the resolution of citizens' issues in one contact? We went beyond and above that problem by looking at the organisation as a layered system. That made us figure out and point out how to build a sustainable, more resilient, and proactive social system through collaborative actions.