This set of seven guidelines provides a service quality model that addresses seven areas of common concern to social security institutions. Service quality in social security, and in the public sector in general, takes its cue from the commercial sector. The guidelines are consistent with best practice in the commercial sector.

The following guidelines are organized in three parts:

Part A, Service Quality Framework, deals with the structural issues that need to be addressed if social security institutions are to be able to support and facilitate the development of high quality services for their clients.

Part B, Developing and Delivering Service Quality, deals with specific initiatives which social security institutions can take to improve service quality.

Part C, Continuous Improvement, focuses on the ongoing process which is necessary to achieve excellent service provision.

Within each part, specific guidelines are grouped according to particular elements of service quality. They are presented as follows:

Guideline. The guideline is stated as clearly as possible.

Structure. This is the suggested structure for the particular aspect of service quality that may support the application of the guideline and facilitate the promotion of the underlying principle. A sound structure is essential for effective functioning of the service quality model. It should ensure an appropriate division of operational and oversight responsibilities as well as the suitability and accountability of the persons involved.

Mechanism. There are different ways in which a guideline may be implemented. The suggested mechanisms for service quality are designed to ensure appropriate controls, processes, communication and incentives which encourage good decision-making, proper and timely execution, successful outcomes, and regular monitoring and evaluation.