ESPN thematic report on making access to social protection for workers and the self-employed more transparent through information and simplification - Malta

Abstract

The purpose of this report is to identify and analyse policies put in place by the country to improve transparency in access to social protection, considering both access to information and simplification of access. The report focuses on the six social protection branches covered in the 2019 Council Recommendation on Access to social protection for workers and the self-employed (hereafter “2019 Council Recommendation”) and covers policies and measures implemented between January 2017 and May 2022. Information on the rights and obligations pertaining to each benefit are set out clearly on the website of the Department of Social Security (hereafter “the Department”) and on the public service portal online guide to public services (colloquially known as “servizz.gov”). The Department’s Facebook page, and the financial education portal “Ġemma”, also provide user-friendly information on benefits. In terms of simplification, the COVID-19 pandemic accelerated a digital transformation process that was already underway in the Department. 96% of beneficiaries now receive their benefits by bank transfer, rather than by paper cheque as was mostly the case only a few years back. The introduction of the online site “mySocialSecurity” during the COVID 19 pandemic has transformed the application process, as it allows for: the submission of applications and documents online; the monitoring of one’s application; and the checking one’s contributory record and any gaps, among other functions. As from 2017, benefit calculators were introduced and are now available for eight contributory benefits. People who are unable to make use of the online services offered through mySocialSecurity are still able to attend in person one of the 24 regional hubs of servizz.gov, where they will be provided with explanations and assisted with the completion of applications. During the COVID-19 pandemic, these regional hubs took over the administration of the district offices previously administered by the Department, effectively extending access to a one-stop shop for public services, including social security. The website information provided on each benefit is clear and quite comprehensive. The website illustrates, among other things, where benefits are also applicable to self-employed people, although there is no dedicated section or portal for self-employed people. There is no publicly available information on social security entitlements for people performing new forms of work. Labour market data about these new forms are not yet available, but should be in preparation among stakeholders – as was pointed out in the National Plan for Malta in line with the 2019 Council Recommendation (hereafter, the “2021 National Plan”). The Department has a strong presence in the media, participating a number of times a week on television and radio (still the preferred channels for many, especially the more vulnerable) as well as social media. Also aided by the small size of the country, this broad reach – especially in responding to viewers’ questions in these programmes – serves to ensure a high level of awareness of benefits and services. One such example was the multi-faceted information campaign on the four COVID-19 social security measures in 2020. Although social security in Malta is one of the most accessible public services, strategic research, including the analysis of existing data, may contribute to further improvements in respect of information and simplification. For instance, it is suggested that research be undertaken into public awareness of benefits as a basis for addressing gaps, and that the queries deriving from the Department’s extensive media presence be transformed into published “frequently asked questions” (FAQs) that are also accessible by vulnerable groups such as people who speak neither English nor Maltese and those with visual impairment. Systematic documentation and reporting of the simplification exercises that are undertaken from time to time would serve to demonstrate the Department’s efforts in this respect and could feed into the development of an overarching strategic plan for the simplification of social security.