Last April, Spain’s Social Security announced a major modernization of its contact system. Previously, residents had to call provincial numbers to reach each district’s office. Now, calls are routed through a single national line.
This move, announced by the Minister of Inclusion, Social Security and Immigration, Jose Luis Escrivá, responds to widespread concerns about delays and difficulties securing appointments. The goal is to improve responsiveness and simplify access for citizens across the country.
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Since the change took effect, citizens can dial the unified phone number and be directed to the appropriate service. The system first presents an automated menu that collects basic contact details to route to the first available agent.
After the caller provides confirmation, the system sends a locator that can be used to reschedule or cancel an appointment.
SSI’s work
Spain’s Social Security is a public protection system with several aims, centered on ensuring the well-being and protection of people in moments of need or vulnerability.
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These vulnerable situations include old age, illness, unemployment, maternity, paternity, disability, and the cases of being widowed or orphaned.
This system, a cornerstone of the Welfare State, encompasses several social protection mechanisms. It covers health care access, pensions, economic benefits, unemployment insurance, and more, funded by state contributions along with those from workers and employers.
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In Spain, Social Security is administered by the General State Administration through the Ministry of Inclusion, Social Security and Immigration. The administration also includes the Social Security General Treasury (TGSS) and the National Institute of Social Security (INSS).
Additionally, the TGSS manages resource collection and contribution payments, while the INSS handles economic benefits, grants, pensions, and related social security payments. Other institutions involved in Spain’s social protection network include the Public State Employment Service (SEPE), the Marine Institute of Social Welfare (ISM), and the Institute for Seniors and Social Services (IMSERSO).