Guideline 14. Client-centric information

Submitted by Anonymous (not verified) on Tue, 07/10/2018 - 09:46

Communication supports the information needs of clients as they relate to the programmes and services provided by the institution.

Guideline code

COM_01700

Mechanism

Management should define a policy to be applied in the communication framework, which should provide for:

The four principles in the ISSA Guidelines on Good Governance of transparency, predictability, participation and dynamism, and the use of clear, simple language, with a focus on user-centric platforms that offer possibilities for dialogue;
Information about the institution, the social security programmes it administers, the officers responsible for its governance, and the benefits and services, all of which are accessible to all stakeholders including people with disabilities and from diverse cultural and linguistic backgrounds;
Published and easily accessible response time and service time commitments of the institution, with feedback mechanisms to monitor adherence and performance.

Establish responsibilities and duties for the accessibility of information;
Evaluate current and future communication platforms;
Develop and manage plans and policies to ensure that use of communication platforms and their accessibility meet institutional objectives;
Monitor all platforms and their clarity of information and conformity with the highest user-centric standards;
Use appropriate methods such as focus groups to assess the effectiveness of communication activities before roll-out.

Parent

Structure

Through the communication unit and relevant internal units, management should establish a communication framework that gives easy access to information that is highly useful to internal and external stakeholders.
Management should ensure that external communication is accessible and enables the client to request and receive the right information when needed.