inps

Simplifying welfare and digitalising processes for millions of citizens and employees  

Needs

INPS (Istituto Nazionale della Previdenza Sociale) is one of the largest and most complex social security institutions in the European Union, managing services and processes every day for more than 23 million workers, 16 million pensioners, and a wide network of businesses and intermediaries.

The Institute needed to make access to social security benefits simpler and more inclusive, reducing dependence on physical offices, digitalizing internal workflows, and eliminating paper-based documentation, while maintaining security, traceability, and operational continuity. 

Solution

As a technology partner, we supported the evolution of the INPS digital ecosystem across three workstreams. We enhanced the INPS Mobile App with new transactional services for managing benefits, bonuses, contributions, pensions, ISEE, DURC, payments and IBAN details, enabling users to monitor applications, overpayments, redundancy funds and pension simulations.

On the internal side, the evolution of the INPS Employee App digitalised processes related to business travel, absences, union leave and administrative requests, automating electronic file management. We also developed an experimental application for Android and Samsung Smart TVs, providing QR Code-authenticated access to institutional content, payments, payslips and personal communications. 

Key Elements of the solution

  • Mobile service evolution with transactional capabilities 

  • Digital management of benefits and social security proceedings 

  • Real-time consultation of applications, payments and documents 

  • Dematerialisation of internal administrative processes 

  • Authorisation workflow automation 

  • Electronic signature and secure document exchange 

  • Integration with the Institute's digital systems 

  • Experimentation with new multichannel touchpoints 

Benefits

  • Greater autonomy for citizens, workers and pensioners 

  • Reduced in-person visits to local branches 

  • Services available on mobile and across multiple channels 

  • Faster processing times for applications and proceedings 

  • Greater transparency on application and payment status 

  • Reduced paper flows and administrative costs 

  • Improved efficiency for Institute staff 

  • More secure, traceable and verifiable processes 

  • Better accessibility to welfare services 

  • Strengthened digital relationship between INPS and citizens