As reflected in the Service Transformation Initiative 2014-2016, Social Security Board's (SSB's) Organizational Vision on customer-centered service guides the institution in transforming service delivery for the benefit of customers, employees and SSB. This aligns with our belief that to achieve our Vision "To be a model Social Security institution, the pride of Belize" we must dramatically improve the way our beneficiaries and other stakeholders access SSB information and services available to them during critical times of their lives.

In essence, we have made a significant shift from a programme-based, transactional environment to a new people-focused, service environment. Customers are now at the heart of corporate culture and the pivot of all strategic decisions. This change in focus to service excellence strengthens organizational alignment to lead change, empowers employees to be innovative, and measures customer satisfaction to sustain change.

Much has been accomplished with a relevant Strategic Plan, robust governance structure and agile decision making. A significant accomplishment is the extensive improvement in administrative efficiency, which extended into reduced operating costs while significantly improving service delivery to our customers.