Guideline 73. Contribution collection services

Submitted by Anonymous (not verified) on Tue, 07/10/2018 - 09:46

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

Guideline code

GG_09700

Mechanism

The management should establish a set of quantitative and qualitative standards and benchmarks, including manuals of procedures, to ensure efficiency and consistency in the delivery of quality service in the collection process.
Indicators may be set to trigger corrective measures when observed deviations exceed these standards and benchmarks.
There should be cross-linkages to benefit distribution services to facilitate determination of a person’s benefit entitlements vis-à-vis contribution record.

Parent

Structure

The board and/or management should establish an efficient, cost-effective and streamlined organizational structure that provides members with quality service in the collection of programme contributions.
The organizational structure should be staffed by competent officers and personnel, and a responsive ict infrastructure.
Help desks, one-stop assistance centres and a responsive institutional website can facilitate and expedite the handling of inquiries, requests and complaints concerning member accounts.
A unit external to the collection unit should monitor and audit performance.