The institution provides online services to foster the effectiveness and efficiency of interaction with contributors.
Functionalities would include follow-up of contributions and compliance status, a help desk on ICT-based services, and management of claims and communication in general. Such services play a fundamental role in improving transparency and communication with contributors, as well as reducing errors in self-service operations and building confidence in the social security system.
Guideline code
CCC_01500
Mechanism
Mechanism
- The management should allocate responsibility for monitoring the security of online systems.
- Online systems could include the following functionalities:
- Submission of declarations and payrolls, validations and calculations;
- Follow-up of contributions and compliance status;
- A help desk on tools related to contribution collection and compliance functions, with clearly defined service standards;
- Claims and complaint management, including:
- Processing and acting on members’ and contributors’ complaints (this is related to the rights of contributors);
- A formal procedure to ensure resolution of members’ and contributors’ complaints against the contribution collection system;
- Agile, reliable and traced management of complaints (whether from employer or employee).
- Information from complaints should be used to identify problems with processes and improve their design.
Parent
Structure
Structure
- The management should design and implement online services to facilitate contribution collection and compliance, and establish duties and responsibilities to manage their implementation.
- These services should be designed taking account of regulations on data privacy, authentication and ICT security.
- In defining interactive approaches with citizens, the ISSA Guidelines on Service Quality should be taken into account.
- Online services should include submission of declarations and payrolls, validations and calculations, follow-up of contributions and compliance status, a help-desk, and claims and complaint management.
Title HTML
Guideline 12. Providing online services to facilitate contribution and compliance
Type
Guideline_1
Weight
20