The raison d’être of a social security institution is to administer the rights and obligations of members and beneficiaries. Efficient administration and the provision of quality service strengthen the credibility of the institution and enhance member and beneficiary support for it.

These three guidelines will assist in providing service quality standards to programme members and beneficiaries.

The ISSA Guidelines on Contribution Collection and Compliance provides further guidance on the implementation of contribution collection processes and fraud control. Further guidance on how to ensure service quality in social security is provided in the ISSA Guidelines on Service Quality.