In December 2009, ZUS customer service standards and procedures were elaborated, together with their implementation timetable. Those standards and procedures were refined in subsequent years. Organization and visualization rules were defined for reception areas; adaptations for persons with disabilities were accomplished, as well as the unique responsibility for customer service determined, and requirements towards employees working at customer service counters, the scope of their training, verification of their knowledge and skills, including a catalogue of services offered at counters, were all defined.

Right now all ZUS branches receive customers within the same opening hours. Customers are received only by customer service employees who have extensive knowledge and experience, the right skills and who professionally adapt the service to the needs of different customers, including the disabled. All inquiries are processed according to binding procedures.

Reception areas have been equipped with the Customer Traffic Management System to manage the waiting time, multimedia screens to present information, automatic office machines are also open after opening hours. Customer service quality is subject to effective and comprehensive monitoring by the Customer Service Department in ZUS Headquarters.