The use of information and communication technology (ICT) in social security institutions represents a global trend. As institutions turn to ICT, the goal is the development of solutions that enable them to accomplish their mission, providing high-quality services, satisfying stakeholders and improving efficiency of key processes. Moreover, the challenges resulting from social security’s permanent evolution require a more intensive and sophisticated use of technology in the social security domain.

The ISSA Guidelines for Social Security Administration were prepared by the ISSA General Secretariat with the ISSA technical commissions.

The management ensures the integrity of existing ICT infrastructure and averts any threat of system failure. The overall goal is to ensure the high availability of the social security services.

The management establishes a standard system of policies and procedures for the ex-post evaluation of new investments in ICT, to ensure delivery of promised benefits, services and improvements with respect to project goals, as contained and justified in the project proposal.

Investments in ICT respond to the short- and medium-term needs of the institution and are always aligned with its strategic plan. The management establishes a standard system of policies and procedures to evaluate and decide on proposals for investments in ICT infrastructure, to enhance accountability, transparency, predictability, participation and dynamism.

ICT is an indispensable enabler in the administration of social security programmes. It often determines whether services and processes can or cannot be done, within the institution and between the institution and its external partners. For this reason, the board and management must promote an efficient and adequate ICT infrastructure to support programme administration and operations.

The management ensures that the officers and staff are loyal to the institution and its mandate.

The board ensures that the institution’s human resources policies promote decent work conditions which, as defined by the International Labour Organization (ILO), are based on the understanding that work is a source of personal dignity, family stability and peace in the community. This includes providing a work environment that is safe, allows adequate rest and time for family, provides adequate compensation and access to social security protection, and respects the rights of workers regardless of gender, race or creed.

The management purposefully nurtures the leadership capacities of talented staff. It may define a succession plan, based on the principles of transparency and merit, to develop understudies for key positions in the institution.

The board establishes human resources policies that enable the management to identify, develop and retain talented staff who could take on greater responsibilities in the institution. Policies based on the principles of transparency and merit are fundamental to professional fulfilment, staff morale and personal satisfaction. The work environment and institutional culture, more than monetary compensation, draws and keeps skilled and talented people in the institution.