Guideline 74. Benefit distribution services

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

The institution provides its members with quality service in the distribution of programme benefits.

Guideline code

GG_09800

Mechanism

The management should establish a set of quantitative and qualitative standards and benchmarks, including manuals of procedures for all types of member benefits and services, to ensure efficiency and consistency in the delivery of quality service in the distribution and payment of benefits.
Indicators may be set to trigger corrective measures when observed deviations exceed these standards and benchmarks.
There should be cross-linkages to contribution collection services to facilitate determination of a person’s benefit entitlements vis-à-vis contribution record.

Parent

Structure

The board and/or management should establish an efficient, cost-effective and streamlined organizational structure that provides members with quality service in the distribution of programme benefits.
The organizational structure should be staffed by competent officers and personnel, and a responsive ict infrastructure.
Help desks, one-stop assistance centres, and a responsive institutional website can facilitate and expedite the handling of inquiries, requests and complaints from member beneficiaries.
A unit external to the benefits distribution unit should monitor and audit performance.