The institution develops a unique master data model, which standardizes the definition of the core objects and relationships (e.g. persons, employers, enrolment periods, benefits). A corresponding ICT-based master data system fosters the consistency of such information.
The institution establishes a data governance framework to formalize the exercise of authority and control (planning, monitoring and enforcement) over the management of data assets.
The data governance function guides how all other data management functions are performed.
Data and information are fundamental assets for social security institutions. The scale of social security institutions and relevance of the activities they develop increase the complexity of and risks related to data management. Institutions make key decisions based on data and information about people, including employees, employers and work activities.
The institution permanently monitors, analyses and treats ICT-related events and problems in order to prevent incidents. In turn, incidents are managed in order to restore normal services as quickly as possible and minimize the adverse impact on business operations.
The institution implements a service desk to provide a single, central point of contact for all users, enabling them to request standard services, and to provide information about services and procedures for obtaining them.
The institution implements ICT operations management activities, which perform the daily operational activities needed to manage ICT services and the supporting ICT infrastructure following systematic and standard practices.
The institution implements systematic and standard technical management practices to ensure the availability of resources to support the service life cycle.
Technical management activities involve planning, implementing and maintaining a stable technical infrastructure and ensuring that required resources and expertise are in place to design, build, transition, operate and improve information technology services and supporting technology.
The institution implements electronic-based services (e-services) to improve service delivery by enabling users to interact with the institution remotely, and eventually autonomously.
Such e-services are multi-channelled, being based on different mechanisms (e.g. the Internet, mobile phones, call centres, kiosks).
The institution establishes a systematic and standardized framework for developing and managing its software applications throughout their life cycle, including requirements, design, the build, deployment, operation and optimization.
This set of guidelines addresses the delivery and support of ICT services, covering the aspects related to the overall software and service life cycle (planning, development and software construction, operations and maintenance). The purpose of ICT service delivery is to provide agreed levels of service to users, and to manage the technology that supports the application of administrative procedures implemented by the institution.
