These guidelines together provide a service quality model that applies to all branches of social security. From a service quality perspective there are no material differences between the branches. The service quality model and the associated maturity model have universal application irrespective of programme type. The maturity model is designed to ensure the guidelines offer value to all organizations, irrespective of the stage they are at in developing service quality.

Seven guidelines make up the service quality model:

• The service quality framework (i.e. the intent)
• Consulting and engaging participants (i.e. listening)
• The product development life cycle (i.e. developing better products: the benefits and services);
• Addressing the service fundamentals (i.e. delivery excellence)
• Measurement and feedback (i.e. transparency)
• Developing a service culture (i.e. investing in staff)
• Striving for service excellence through continuous improvement (i.e. raising the bar)

Service quality model

The figure illustrates how the seven guidelines are interrelated. The service quality framework (Guideline 1) is the starting point for an organization setting out to provide quality service. It provides the interlocking principles and interdependencies for Guidelines 2–6 as they are contingent on the strategy contained within the service quality framework. Continuous improvement (Guideline 7) applies to all guidelines.

While Guideline 1 is the starting point, the remaining guidelines are presented here in no particular order of priority. Social security institutions should examine all guidelines in parallel when assessing their service quality performance.

The guidelines are designed to be largely independent of legal, social and economic contexts and are applicable within all jurisdictions. Nonetheless, social security institutions should continually bear the above factors in mind when considering service quality initiatives, especially when setting standards based on international comparisons. The maturity model is based on self-assessment and is not intended to be used for international comparisons.

The guidelines are applicable to all types of organization – those concerned solely with social policy, those dedicated solely to service delivery, and those with a mix of policy and service delivery functions. They do not address the investment arms of social security institutions (i.e. the management and investment strategies of their fund). This is a unique and specialized function conducted in accordance with the principles and standards of the finance and investment industry, and is addressed by the ISSA Guidelines on Investment of Social Security Funds and the ISSA Guidelines on Good Governance.