Digital self-service for social protection benefits distribution

Background: An assessment of the social protection system in Cook Islands highlighted several key gaps including the need for citizens and beneficiaries to access information at every stage from benefit application to service. Given the penetration of mobile technology in the South Pacific Region, Bewsys recommended the leveraging of existing mobile technology used by citizens in Cook Islands to improve access to information, submit applications and report issues/challenges in accessing social protection benefits.

Solution: Bewsys was contracted by the United Nations Development Programme (UNDP) to develop a mobile application to enhance service providers dissemination of information, application review and case management of issues/challenges reported by beneficiaries and citizens. The mobile app serves as a means for beneficiaries to submit and track benefits applications online. The mobile app also enables beneficiaries to report cases of unavailability, delays, quality and inequality/discrimination in the accessing social protection benefits.

Impact: Through the online benefits management mobile app, Cook Islanders especially in communities that are geographically harder to reach by traditional means of service delivery can apply for benefits remotely. It has provided better administration and service delivery of social protection programs, schemes and mechanisms. It has helped strengthen sustainable, inclusive, and evidence-based social protection systems in Cook Islands.