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).

Service quality includes:

• Legislation, rules and other legal instruments such as review rights to enable the social security system to function in a fair, consistent and financially responsible manner;
• Sound social policy and its implementation in delivery of a social security benefit (e.g. payment, service, payment in kind, contribution collection process);
• Prompt, accessible, competent, efficient and reliable access to social security benefits (both monetary and non-monetary);
• Access to social security products and services through appropriate, easy-to-use channels (e.g. the Internet, telephone) when necessary, or in business premises consistent with local standards and with appropriate facilities which are physically accessible and serviceable for all customers;
• Delivery of services with courtesy, respect and empathy;
• Delivery of the right service to the right person at the right time;
• Achievement of effective, timely and cost-effective outcomes;
• Growing trust and confidence in the ability of the social security institution to deliver products and services in a predictable, sustainable and satisfactory manner.