Guideline 18. Information and communication technology as an enabler of communications

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

Advances in information and communication technology (ICT) are explored for cost efficiency and to facilitate interactions with the institution.

Guideline code

COM_02100

Mechanism

A strong collaboration between the ICT, internal business units and the communication unit is crucial to innovate in this area. The division of roles among the units could be as follows:

The ICT unit is responsible for developing, realizing and controlling the necessary technical conditions for communication with internal and external stakeholders;
The internal business units are responsible for the content;
The communication unit is responsible for adapting the messaging of the content to the channel used.

ICT is the key enabler of one-to-one communication between the institution and the user. Management may appoint a dedicated committee to explore possible innovations based on this technological evolution.
The communication unit in close collaboration with the ICT unit should design and structure an automated communication process in which beneficiaries are informed of their rights or other possible changes in the performance of the institution.
Open data should be considered as a way to increase the institution’s transparency and predictability, and could be promoted as such by the institution.
The communication unit in close collaboration with the ICT unit should structure the management of all social media platforms. This structure should be based on:

Flexibility;
Infrastructural possibilities;
Security standards aligned with the governance regulations of social security institutions.

Parent

Structure

Management should support a solid user-centric alignment between ICT, service delivery and the communication unit, with a view to simplify and enhance the user’s experience as well as reducing transaction costs.
The communication unit in collaboration with the ICT unit should leverage the use of social media and web-based platforms as means to communicate and exchange with relevant stakeholders.