B. Developing and Delivering Service Quality
These guidelines assist social security institutions to:
Service Quality
Service Quality
App folder
sites/default/files/images/guidelines/COLL08/
Guideline code
SQ
Old code
COLL08
Weight
1
Guideline 1. The service quality framework
The institution adopts a formal methodological approach to service quality starting with a clear statement on the importance of service quality and how it intends to deliver and measure it.
A. Service Quality Framework
Achieving and maintaining service quality is a management philosophy. It requires structure and form, which can be achieved through a service quality framework. A service quality framework is based around the higher order goals of the social security system, which include:
Structure of the ISSA Guidelines on Service Quality
This set of seven guidelines provides a service quality model that addresses seven areas of common concern to social security institutions. Service quality in social security, and in the public sector in general, takes its cue from the commercial sector. The guidelines are consistent with best practice in the commercial sector.
The following guidelines are organized in three parts:
Framework for Social Security Service Quality
These guidelines together provide a service quality model that applies to all branches of social security. From a service quality perspective there are no material differences between the branches. The service quality model and the associated maturity model have universal application irrespective of programme type. The maturity model is designed to ensure the guidelines offer value to all organizations, irrespective of the stage they are at in developing service quality.
Seven guidelines make up the service quality model:
Definition of Social Security Service Quality
Service quality in social security refers to the qualitative aspects of the benefits and services a social security institution provides to its members, beneficiaries and allied organizations (e.g. citizens, members, employers, service providers, social partners). It demonstrates how responsive a social security institution is to the multi-dimensional service requirements of its members and beneficiaries, given the institution’s human, financial and ICT resources, and available support from its partners (i.e. allied organizations).
Objectives of the ISSA Guidelines on Service Quality
The ISSA Guidelines on Service Quality aims to assist social security institutions to improve service performance. In this context, service performance is the creation of value for members, beneficiaries and allied organizations (e.g. citizens, members, employers, service providers, social partners) from a social security institution’s day-to-day actions and business processes.
These guidelines are designed to:
Introduction
This set of guidelines has been developed to assist social security institutions further develop and improve service performance.
Annual Declaration Project
The Abu Dhabi Pension perform the process of annual declaration on yearly basis by communicating all pensioners/beneficiaries members in order to visit the Abu Dhabi Pension headquarter and to recognize their confirmation to the terms of eligibility (or not) and to provide the required documents from the courts, health authorities, universities and others entities.
Touching Hearts, Changing Lives, with One-to-One Retirement Planning at the Heartlands
The Central Provident Fund Board sought to help Singaporeans reaching age 55 understand our schemes and policies better, so that they can be more prepared as they approach retirement.
To do so, we created a new personalised face-to-face retirement planning service to educate Singaporeans and brought our services to the heartlands.
We measure the success of this new service based on the Singaporeans’ increased understanding of their retirement options and the likelihood of them recommending the service to other Singaporeans.