Performance appraisal is embedded in the institution. The objectives of individual staff members are clearly aligned with the strategic objectives of the institution.

The institution’s human resources policies, rules and regulations are fair, impartial, well defined, documented and widely disseminated to all staff to protect the integrity of the recruitment process, to minimize political considerations and to enhance transparency and predictability. These include a policy of employment equity and protection against harassment.

People – and the talent, experience and capacities that they have – are key to an organization’s performance, resilience and dynamism. The board and management must continually ensure that the institution’s human resources policies are able to attract, develop and retain competent staff, and inspire staff loyalty to the institution. Effectively managing the institution’s human resources – hiring, compensating, retaining, training, mentoring and developing – is key to the successful governance of any organization.

The board and management continually aim to improve and to develop new services for members and beneficiaries.

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

The institution provides its members with quality service in the collection of programme contributions.

The raison d’être of a social security institution is to administer the rights and obligations of members and beneficiaries. Efficient administration and the provision of quality service strengthen the credibility of the institution and enhance member and beneficiary support for it.

These three guidelines will assist in providing service quality standards to programme members and beneficiaries.

The board and management protect the institution from all forms of corruption and fraud in the payment of programme benefits.

The board and management protect the institution from all forms of corruption and fraud in the collection of programme contributions.

The board and management are duty bound to prevent and control any form of corruption and fraud in the collection of contributions for and the payment of benefits of the social security programme.

Corruption and fraud undermine the credibility of the programme to stakeholders, which can lead to a weakening or withdrawal of stakeholder support.

These two guidelines will help prevent and control corruption and fraud in the collection of contributions and the distribution of benefits.