Journal of Public Administration

Journal of Public Administration

A Comprehensive Model for Smart Social Security Services in Iran: Lessons Learned from Systematic Benchmarking of Estonia, Finland, Singapore, and Turkey

Document Type : Research Paper

Authors
Zohreh Mohammadzadeh 1
Mohammad Ghasemi 2
Noor Mohammad Yaghoubi 3
Yousef Ramezani 4
1 PhD Candidate, Department of Management, Faculty of Economics and Administrative Sciences, University of Sistan and Baluchestan, Zahedan, Iran.
2 Associate Prof., Department of Management, Faculty of Economics and Administrative Sciences, University of Sistan and Baluchestan, Zahedan, Iran.
3 Prof., Department of Management, Faculty of Economics and Administrative Sciences, University of Sistan and Baluchestan, Zahedan, Iran.
4 Associate Prof., Department of Management, Gonabad Higher Education Complex, Gonabad, Iran.
10.22059/jipa.2026.409434.3856
Abstract
Objective
Digital transformation in social security systems has become one of the fundamental pillars of modern government and public service delivery. In Iran, the social security system faces a range of structural and operational challenges, including heavy bureaucratic processes, fragmented data silos, weaknesses in data-driven governance, and institutional incoordination. These challenges can hinder the development of integrated and smart social security services. Against this background, the main objective of this research is to design a comprehensive and localized model for smart social security services in Iran by drawing upon successful international experiences and identifying the dimensions and components that characterize smart social security systems.
Methods
This research is applied in terms of purpose and descriptive-analytical in terms of method. It employs a systematic benchmarking approach based on Camp's benchmarking model (1989) and the APQC process model. To identify and extract the principal dimensions and components of smart social security services, a meta-synthesis method was employed. Following a systematic search of reputable academic and research databases, 42 sources, comprising 28 international and 14 domestic sources published during the period 2018–2025, were selected for analysis. The selected sources were examined through a three-stage coding process to identify the recurring dimensions, components, and characteristics relevant to smart social security services. For the comparative benchmarking analysis, the reference countries were narrowed to four cases according to the established scientific criteria. These cases were Estonia, representing a model of data integration; Finland, representing a model of digital welfare governance; Singapore, representing a model of user-centric service experience; and Turkey, representing a developing country with structural similarities to Iran.
Results
The findings indicate that smart social security services in the successful benchmark countries can be understood through three fundamental dimensions. The first dimension is technology and data-centricity, which encompasses data integration, digital identification, centralized data architecture, and information security. The second dimension is network governance and institutional integration, including data-driven decision-making, the establishment of an inter-organizational coordinating body, accountability and transparency, and employee empowerment. The third dimension is smart social justice and inclusion, which incorporates user-centric service design, proactive service provision, accessibility for different groups, and targeted data-driven support. The comparative assessment of Iran's current situation indicates significant gaps across all three dimensions. In particular, data silos, the absence of an inter-organizational coordinating body, weaknesses in evidence-based policymaking, and insufficient digital skills among employees emerge as the most important barriers to the smartization of social security services.
Conclusion
The realization of smart social security services in Iran requires three fundamental forms of transformation. The first is institutional transformation, involving a movement from a predominantly bureaucratic model toward data-driven governance. The second is technological transformation, centered on the integration and effective utilization of data and the adoption of new technologies. The third is cultural and human transformation, focusing on the enhancement of digital literacy and the development of an innovative organizational culture. Based on these transformations, the executive recommendations of the research are organized into three-time horizons. In the short term, the recommendations include developing a national digital transformation roadmap, establishing an innovation unit, and approving a data governance document. In the medium term, they include establishing an integrated social services platform, designing a unified social identification system, and providing employee training. In the long term, they include utilizing artificial intelligence and predictive systems and creating an open digital welfare innovation network. Overall, the proposed model provides an operational framework for policymakers and managers within Iran's social security system to guide the transition toward smart social security services.
Keywords
Smart social security services
Benchmarking
Data-driven governance
Digital justice
Iran
Subjects
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Journal of Public Administration
Volume 18, Issue 3
2026
Pages 753-774