Social Security Service Delivery System: An Integrated Approach to Customized Services

Abstract

As the government and policymakers have identified user-oriented customized welfare delivery as one of the core national agenda, this study is aimed at providing implications for improving the current delivery system, which we examined in this study from the perspective of client needs. We also discussed how the welfare services can be delivered in a more integrated way to better meet client needs. The methods and results of study can be summarized as the following. First, we identified welfare needs and the patterns of service provision by using data from the social security information system. Next, we examined case management in the welfare service delivery system and identified the needs for social services. Second, we examined the current welfare delivery system in terms of its structure and characteristics. Specifically, we analyzed the structure of various social protection programs that are delivered by 21 government bodies and looked at the organizational and personnel structures of welfare service divisions at local governments. Third, a face-to-face survey was conducted of community welfare service workers and Hope Welfare Support Team members, regarding their occupational performance and awareness, the way they work in cooperation with their counterparts in other organizations, and their ideas of how the delivery system should improve. Fourth, we sought strategies for integrating services that are delivered for children, youth and families. Last, we suggested five plans in order to improve integration of the social security service delivery system. These five ways of strategies are: i) hub-deliberated service frontline and one-stop service strategy; ii) preparation of smart service-administrative related system; iii) setting of public case management system and invigoration of public-private cooperation; iv) reorganization of local governments’ welfare division: city, county, and district headquarters’ control tower functioning reinforcement and; v) manpower operation to increase integration of service providing: guarantee of specialization and persistence.