The institution provides accurate and easy to understand information on its programmes and services, through various channels.

Effective external communication with the client, the most important stakeholder, is essential, as is dialogue with external groups and individuals.

The specific guidelines in this section are:

• Informing the citizen/client about benefits and services
• Relations with the media and the press
• Developing a social security culture

Communication is a strategic tool in change management. Information is provided on what the change is, why it is necessary, what will be the benefits, and how and when it will be implemented. Good communications allow for issues to be quickly identified and addressed while maintaining momentum and building acceptance for the change.

Internal communication can be used as a tool to develop and strengthen the corporate identity and culture of an institution. It does so by promoting values central to this identity such as a culture of teamwork, collaboration and performance excellence by enhancing employees’ sense of belonging, their engagement and their commitment to service excellence.

Internal communication is a powerful tool to create a shared understanding of the mission and objectives of the institution, and to improve cohesion, loyalty and engagement resulting in a collaborative environment across the institution.

The specific guidelines in this section are:

• Purpose of internal communication
• Change management and communication

The communication unit develops a set of indicators to assess the effectiveness of the materials, forms of media and tools that are used to communicate with internal and external stakeholders.

The communication unit establishes service level agreements with relevant internal units for the provision of communication services.

Advances in information and communication technology (ICT) are explored for cost efficiency and to facilitate interactions with the institution.

Communication staff are able to develop their skills and capabilities through a specialized communication staff development programme.

The institution commits itself to open and inclusive use of language in communication.