HZMO issues update on citizen communication and pension services

The Croatian Pension Insurance Institute (HZMO) has issued an update regarding its communication services with citizens. To address complaints about staff availability, the agency highlighted the role of its Infocenter, which provides information on pension rights and services via telephone and web forms.

Data shows that agents handle approximately 50,000 calls and 20,000 emails annually. Between January 1 and September 30, 2020, the Infocenter responded to 48,043 telephone inquiries and 15,119 emails. HZMO also reported a 20 percent increase in pension applications during the first half of the year compared to the previous year, noting that roughly 80 percent of these were resolved within legal deadlines.

Additionally, the agency noted that while a recent cyberattack targeted the contact center, pension funds were not compromised, though some user information may have been accessed.