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The Digital Transformation of the Mexican Social Security Institute

Igor Rosette ValenciaIMSS CIO

PRELIMINARY VERSION

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Mexican Healthcare System

Private sector and IMSS workers

Government workers

Tripartite: Federal Government, employers and workers

Federal government and workers

IMSS

ISSSTE, PEMEX,ISSFAM

Uninsured population

Federal Government, Local Governments, and individual fee depending on payment ability

Local Govern-ment Health Services

IMSS

ISSSTE,PEMEX,SEDENA,SEMAR

Seguro Popular

Target Population Management Operated by

Funding

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Mexican Social Security Institute (IMSS)

• IMSS is the largest social security institution in Latin America.• We provide services and care to 70 million Mexicans.• IMSS can be conceptualized around three lines of service: as a tax

collector of employers´ contributions, insurer and services provider.

1/ / The resources of this insurance are administered by the Administrators of Retirement Funds (AFORES).1

Illness and MaternityInsurance

Work Risk Insurance

Life and Disability Insurance

Day Care and SocialInsurance Benefits

Insurer

Retirement and unemployment insurance

Family Health Insurance

Man

dat

ory

Reg

ime

Vo

lun

tary

R

egim

e

Tax Collector

Medical services

Day Care Centers

Resorts, Sport Centers and Funeral Parlours

Theaters and Training Centers

Services provider

Annual Collection 2.7% of GDP

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IMSS General Data

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Goals and Challenges for IMSS

Improve the quality of services

Assure IMSS’s financial

sustainability

The challenge is: How to increase quality and coverage in the services provided in a cost-efficient model?

S C A L A B I L I T Y

Institutional Goals

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“IMSS Digital” Strategy

• “IMSS Digital” is a sustained effort on reducing the IMSS’ complexity to its users.

• “IMSS Digital” creates digital citizens services to expand the offer and quality of services in a cost-effectiveness model.

• “IMSS Digital” is a citizen centric approach to meet the needs of society, beneficiaries and employers.

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IT Institutional Architecture

• Face to face services• IT procurement in-house

based.

Bricks and Mortar IMSS Digital

1. Digital Citizen Services.2. IT procurement on-demand.

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25.5 million digital events: 7.3 million through Call Center and 18.2 million through Internet.33 digital citizen services:

20 for beneficiaries13 for employers

Trimestre 1 Trimestre 2 Trimestre 3 Trimestre 4 Trimestre 1 Trimestre 22014 2015

1.2 1.3 1.2 1.1 1.1 1.4

2.12.3

3.1 3.03.6

4.1

Centro de Contacto Internet(million)

Q1 Q2 Q3 Q4 Q1 Q2

8

“IMSS Digital” Outcomes

Simplified and Digitalized Services

Call Center

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Assign or Track Social Security Number

After

Before • 183 thousand monthly on-site • 4 hours

• 400 thousand monthly on web• 10 minutes

Employers Fees Electronic Payment (SIPARE)

• 642 thousand employers • 13.6 millon worker – employer fees payment transactions

“IMSS Digital” Outcomes

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First Steps

a) Web Site transformation.

b) Identity unification

c) Interoperability improvement.

d) Telecommunication network.

e) IMSS Cloud.

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VisitsFirst Semester

EMPLOYERS

www.imss.gob.mx

a) Web Site Transformation

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b) Identity Unification

• An unprecedented effort has been made in the homologation and unification of more than 1,200 databases with 33 billion records of employers’, workers’, beneficiaries’ and pensioners’ identities.

c) Interoperability Improvement

• Open value chain with external actors, such as the Tax Administration Service (SAT, or Servicio de Administración Tributaria), the National Population Register (RENAPO, or Registro Nacional de Población), retirement funds managers, banks, among others.

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d) Telecommunication Network

• Hybrid network, one of a kind, with multiple vendors and technologies.

• 12 times faster and 82% cheaper per byte.

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e) IMSS Cloud

• Outsourced Data Center and Disaster Recovery Plan with top-of-the-notch facilities.

• IT procurement on-demand.

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Key Success Factor

The results are significant, however, there is still a long way to go. The digital transformation in such a large and complex institution was not easy. Therefore, it was essential to:

• Focus IT towards citizens in order to persuaded, involve and be sponsored by the Senior Management and the Institute’s Governance Bodies.

• Analyze the budget and align it to Digital IMSS objectives in order to relocate inertial expenditures towards and redistribute spending.

• Move away from self-generated technology consumption to an on-demand service consumption model.

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Thank You

@IgorRosette