Guideline 22. Implementing permanent evaluation mechanisms

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The institution designs and implements permanent evaluation mechanisms for the contribution collection and compliance system.

Permanent and systematic evaluation should be based on performance indicators and service quality evaluation involving the main stakeholders and the public. Using a standard model increases the institution’s ability to compare its performance against institutions in other countries with similar contribution collection schemes.

Guideline code

CCC_02900

Mechanism

The regular surveys of the main stakeholders (e.g. contributors, employers, institutions which administer social schemes and/or receive contributions) and the public should include questions which allow year-on-year comparison of progress.
Those responsible for evaluation should deliver regular reports on performance results and service quality evaluation to the management and to members, as appropriate.
To achieve the key goal of permanent improvement of the operational processes, the management should put into practice specific measures and evaluation approaches.

Parent

G. Maturity of the Programme and Permanent Evaluation and Adjustment

Structure

The management should design and implement permanent evaluation mechanisms for the contribution collection and compliance system.
The management should establish a service quality evaluation model for the contribution collection and compliance system which includes regular surveys of the main stakeholders and public and online feedback mechanisms in the e-services operations and online environment.

Guideline 22. Implementing permanent evaluation mechanisms

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