Tasks and powers of the Customer Care Center of Vietnam Social Insurance

Tasks and powers of the Customer Care Center of Vietnam Social Insurance (Internet image)

Regarding this issue, LawNet would like to answer as follows:

1. Functions of Customer Care Center of Vietnam Social Insurance

- Customer Care Center is a non-business unit under Vietnam Social Security that has the function of assisting the General Director of Vietnam Social Insurance (hereinafter referred to as the General Director) in managing and organizing the implementation of activities to support, answer, and advise on the implementation of policies on social insurance, unemployment insurance, and health insurance; surveying and assessing the satisfaction of organizations and individuals participating in and benefiting from social insurance, unemployment insurance, and health insurance regimes and policies (hereinafter collectively referred to as customers).

- The center has an international transaction name in English, Customer Care Center, abbreviated as CCC.

- The Center is under the direct and comprehensive direction and management of the General Director; The Center has legal status, its own seal, and its own account, and its head office is located in Hanoi city.

(Article 1 of Decision 1218/QD-BHXH in 2020)

2. Tasks and powers of the Customer Care Center of Vietnam Social Insurance

Tasks and powers of the Customer Care Center of Vietnam Social Insurance include:

- Lead and coordinate with relevant units to develop and submit to the General Director and organize the implementation after approval:

+ Programs, annual and long-term plans, schemes, and projects on support, customer care, and the development orientation of the Center;

+ Process of receiving and processing information to support, advise, and take care of customers; the process of building and updating the question and answer bank on social insurance, unemployment insurance, health insurance regimes and policies, and the amendments and supplements (if any);

+ Process and criteria for surveying and assessing customer satisfaction for support services, consulting, customer care, and customer satisfaction assessment for the organization and performance of tasks in the Social Insurance sector;

+ The set of statistical criteria, reports on requests received from customers.

- Help the General Director guide and inspect the Social Insurance of provinces and centrally run cities in organizing customer care activities (organizing policy dialogues, consulting and answering policies in the locality, handling complaints and recommendations of organizations and individuals related to the settlement of local social insurance, unemployment insurance, and health insurance regimes and policies).

- Manage and operate the telephone exchange and automatic answering system; organize support, consult, and answer customers' requirements on social insurance, unemployment insurance, and health insurance regimes and policies through the telephone switchboard, the Center's automatic answering system, Fanpage, email, and the Industry's web portal.

- Receive and summarize the customer's problems, transfer them to relevant units, and submit them to the General Director for consideration and settlement.

- Support customers to perform online public services in the fields of social insurance, unemployment insurance, and health insurance on the Web Portal of the Social Insurance industry, the Government's web portal and I-VAN organizations.

- Customer guide: Access; look up information; the place to receive and process dossiers of regimes and policies on social insurance, unemployment insurance, and health insurance (if any).

- Lead and coordinate with relevant units in formulating, quarterly updating, and supplementing information and data on social insurance, unemployment insurance, and health insurance regimes and policies to support, advise, and answer customers questions.

- Lead and coordinate with related units to organize the exploitation of customer databases from the industry's database to look up customer care information.

- Manage customer data, including: Basic personal information, a history of customer support requests, and implemented customer care and support plans.

- Synthesize, analyze, and evaluate the results of customer support, consulting, and care work; research and propose solutions to improve service quality, propose improvements to legal policies on social insurance, unemployment insurance, and health insurance.

- Organize surveys of customers' needs for support, advice, and answers on the payment and enjoyment of social insurance, unemployment insurance, and health insurance regimes.

- Organize and supervise support, consulting, and customer care activities through the telephone switchboard, automatic answering system, and fanpage of the Industry.

- Lead and coordinate with units and experts inside and outside the industry to organize policy dialogues, consult, and answer questions on social insurance, unemployment insurance, and health insurance policies when there is a change in policy or when the customer requests service. Coordinate with the Department of International Cooperation to organize consultations and answer questions on social insurance, unemployment insurance, and health insurance for foreign organizations and individuals in Vietnam and overseas Vietnamese.

- Coordinate with the Information Technology Center in applying information technology to support, consulting, and customer care activities; propose to renew and upgrade the customer care software system.

- Participate in scientific research; international cooperation; training and retraining; administrative reform; apply the quality management system according to the national standard TCVN; Emulation and Reward; propagate and disseminate policies on social insurance, unemployment insurance, and health insurance within their assigned functions and tasks as prescribed.

- Implement information, statistics, and reporting regimes; clerical, archival; implement confidentiality of customer information; manage civil servants, public employees, and assigned assets according to regulations.

- Perform other tasks assigned by the General Director.

(Article 2 of Decision 1218/QD-BHXH 2020)

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